MC888, NR5301e, NR5301e V2 Three pls support.

[Venom]

Hi everyone,

I’ve reached the end of my patience with Three. What should’ve been a simple device upgrade has turned into a full-blown nightmare involving endless calls, incorrect deliveries, and zero accountability. Let me break it all down—this might even save someone else from going through the same ordeal.

The Situation

I currently have the MC888 for 5G broadband. It’s unbearably slow—so slow that even with just one device connected, the internet barely works. Since I work from home, reliable internet is crucial, so I decided to upgrade to the NR5103E V2, a device that’s been getting rave reviews online.

Given my experiences with Three, I kept the MC888 running as a backup just in case they messed up the upgrade process—and, of course, they did.

The Five Attempts to Get the Right Device.. but failed.

Attempt 1: The Wrong Start

I called customer service to upgrade and ordered the NR5103E V2. The agent recommended it, and I even looked it up online while on the call—it seemed like the perfect choice. But when the package arrived, it was the old version of the device.

This outdated model is big, bulky, and honestly looks like something from the Stone Age. I was disappointed but still hopeful this could be resolved.

Attempt 2: The Exchange That Never Happened

I called again and explained the situation. The agent promised to process an exchange and assured me that the correct device would arrive soon. I waited 8–9 days, but nothing happened—no updates, no delivery, no communication.

Attempt 3: The Phone Call from Hell

I tried again, calling customer service. This time, I calmly explained the issue in detail and even suggested there might be a system or warehouse error. I pointed out that the old version of the device might be mistakenly linked to the new NR5103E V2 in their inventory.

I told the agent, “Take as much time as you need to escalate this—I’ll stay on the line.” I even mentioned that I’m a customer success team lead myself, so I understand how these processes work. After an hour of going back and forth, the agent suddenly claimed they couldn’t hear me anymore, acted like the line was breaking up, and disconnected the call.

Attempt 4: The Store Visit

Hoping for better luck in person, I visited a Three store. I confirmed the model name and even asked the staff to show me a picture of the device to make sure there was no confusion. Everything seemed fine.

But when I went back the next day to pick it up, the store manager casually told me, “We don’t have it,” and cancelled the order without even trying to escalate the issue. They didn’t seem to care at all.

Attempt 5: Live Chat Despair

Finally, I tried live chat. It took over an hour to explain the problem (again), but the agent reassured me they’d send the correct device this time. Five days later, the package arrived—and, of course, it was the wrong device again.

The Bigger Picture

Here’s what’s even more frustrating: every delivery note, invoice, and even my account clearly states that the device I’m ordering is the NR5103E V2. But every single time, I’ve received the outdated version.

I kept the MC888 running throughout this process because I knew there was a high chance of something going wrong. Imagine if I’d cancelled my old device—my work-from-home job would’ve been completely disrupted. 

I’ve even told multiple agents that there might be a system or warehouse error, and I’ve offered to stay on calls as long as necessary to help them sort this out. But it feels like no one at Three actually cares or is willing to escalate the issue.

Why This Matters

Between me and my dad, we have 13 accounts with Three. You’d think loyalty would count for something, but apparently not. I’ve spent countless hours on calls, chats, and even in-store visits, only to be sent the wrong device every single time.

For reference, this is the device I’ve been trying to get: Three 5G Hub NR5103E V2.

At this point, I’m seriously considering taking this to the Financial Ombudsman. Has anyone else dealt with this level of incompetence from Three? How did you manage to resolve it?

Thanks for reading—I hope my experience saves someone else from going through the same frustration.

[23588]

Give them the feedback you think they deserve on Trust Pilot.

[23588]

Three did the exact same thing to me, I'm still yet to get it sorted.   They're Fraudsters!

When I took out my contract they advertised and stated in my contract in clear text that they will supply a NR5103E V2, they even displayed a picture of it. 

The day the kit arrived from Three I received a beat up second hand package, which looked proper used and it never had the advertised NR5103E V2 enclosed, instead the Three, the dodgy company palmed me off with a well used NR5103E V1 instead, which is not what the contract states I would receive.  

They palmed me off with a used NR5103E V1 which like you said is a proper giant eye sore, plus it has some other issues going on.

I've only been with this company what feels like five minutes and I'm absolutely sick of them, and have a 2 year stretch with them.

To add to that annoyance, Three have also now started bandwidth managing / limiting/ controlling in one way or another my home broadband account speeds. 

I've always had awesome speeds because i literally have the 5G mast outside my house and now I'm receiving underwhelming speeds all of a sudden, yet nothing has been touched on my end at all.

I've proven the fact that they have done something on their end to my home broadband package somwhere along the line by simply removing the Three Home Broadband SIM from the NR5103E and replacing it with another active Three SIM.

Guess what happens.?

On the exact same router hardware, on the exact same settings, based in the exact same location in my home, my other Three SIM, not related to my Three Home Broadband package starts to immediately receive the full broadband speed that I had always experienced before Three did whatever they did which limited it.

This company is dodgy man...

Its funny how I had lightening quick broadband during the cooling off period, then about a month later this happens and yet when i take my package SIM out of its router and put another Three SIM in the speeds go back to what was normal.

And they claim they don't limit customers....  Shocking company

If you need someone as evidence to show the Communications ombudsman that Three stitched you up with the wrong router (i.e false advertising), let me know as I have my recordings with them to show that three did the same thing to me. 

[WCAT-16]

Sadly yes. I have had the same experience with THREE support.   

[BGS9]

We've had similar issues with a mix of numbers and a phone number being disconnected on the 30th December, multiple phone calls, live chats, complaints and lots of reassurance that it's being sorted and admitting that the situation has been handled poorly, we're still no further forward. I'll be contacting the ombudsman by the end of the day tomorrow if it still isn't sorted. 

[Maxine]

Hey,

We've given you a PM to discuss this. To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Maxine

[Clever-Trevor]

Yep- went to the Ombudsman, sadly the only way….