No jiffy bag

[PrincessPeach]

I gave a months notice to end my contract on the 22nd of May for the 22nd of June. I was told on the 22nd of May that I would soon receive a Jiffy bag, which never arrived so I requested another one on the 24th of June, I was told it would arrive within 5 days, it did not so I requested another one on the 1st July. It has been 4 working days and I am concerned that this one will also not arrive within 5 working days. My router needs to be returned by the 22nd of July otherwise they have threatened to charge me £85 for an unreturned router. The incompetence of this company is next level, how can they threaten a charge without providing a returns bag? I need a Jiffy bag or DPD label, something to get this router than I really don’t want or need out of my house.

@JonathanBI have seen that you have been able to help lots of people on here. Please could you help me?

[PeteG]

Hello there. 

There's a new process in place for arranging the Hub return, which involves the team simply sending out an email with a QR code to get started. I'd recommend popping through and asking them to send you the QR code, you should be able to get the return done then. 

Pete. 

[PrincessPeach]

Thank you for your reply! I’ve just spoken to Three on the chat who told me it could only be returned via a Jiffy bag and that they have been sending my Jiffy bags to the wrong address despite me confirming the correct address three times with them and changing it on my account in September 2024. Hopefully one will now arrive!

[JonathanB]

Hi @PrincessPeach,

Thanks for updating us. We need to allow 5 working days for a jiffy bag to be sent. Based on this, please let us know if it's been delivered by next Monday or not.

Thanks,
Jonathan

[PrincessPeach]

Hi, I still haven’t received the Jiffy bag, that’s the 3rd one I’ve requested. I spoke to three again today who said they sent the last one to the wrong address despite me confirming the address with them each time I’ve requested a bag. They’ve told me they will send another one, but I don’t think it will arrive. Please can you help me!

[JonathanB]

Thanks for the update @PrincessPeach. I'm really sorry to hear this hasn't been resolved yet. I'll send you a PM with some info to get you in touch with a team who can help sort this out.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[Stazi]

Just rang Three CS today who said that my returns lable/bag would be sent out AFTER my contract ends on 3/8/25. I didn't beleive him. Had a good 5G service for last 23 months, just dreading all this hassle!

[JonathanB]

Hi @Stazi,

Sorry if the reasoning wasn't made clear. It sounds like you've put in a 30 day notice, so the return request would be generated after this date. If you haven't received the return pack or a QR code to arrange the return within 5 working days of the account closing, please let me know and we can take another look at this.

Thanks,
Jonathan

[Stazi]

Thanks Jonathan.

FYI - Return label & bag now recieved after being issued after webchat with 3 Complaints team 5 days ago. It's a Royal Mail Tracked 24 label which covers compensation up to £150. It will go back to - 

Ingram Micro Services, Communications House (M), Vulcan Road North, NORWICH, NR6 6FE.

As per para 9.6 of 3's T&C's, I also have to send 'proof of postage' to 3's Customer Service PO Box 333, Glasgow G2 9AG - I will aslo send this letter by 'signed for' and check for delivery on both!! 

[JonathanB]

Hi @Stazi,

Thanks for the update, it's not usually necessary to send a proof of postage, that would usually be to cover you if we couldn't confirm that Ingram received the package.

It sounds like this is on it's way to being resolved now, but please let me know if this hasn't been closed off within the next few days.

Thanks,
Jonathan