Purchase 5G Hub

[RyanM]

I have been using the 5G hub on a rolling contract while full fibre is installed in my area. I only have 4G connection but it has been enough but I need more a conisistent connection going forward.

Another network provider has introduced 5G to the area and has good indoor coverage at my address. I tested a sim in the hub and was happy with the speeds so called Three to ask if I can purchase the hub at the end of the 30 days cancellation.

I was abruptly told no and was informed that if the hub was not returned at the end of contract I would be charged £105 and the hub would be locked to Three services.

Is this true? I know a company cannot lock an unlocked mobile device but not sure what can be done with a device like this. I do not understand why I cannot purchase the item from Three as I doubt they are reused.

[Mocubano]

This is quite irritating.  I have moved address since my contract ended therefore they cant send me a jiffy bag to my new address to return the router.  I can only return the router to my Three shop if I have all the original packaging!  So Im stuck with a 3 locked router...the customer service agents however assure me that three has not locked any devices since 2014!

[JonathanB]

Hi @Mocubano,

Sorry to hear this return is causing so much frustration. Although we wouldn't update the address on a closed account, the team should be able to raise a manual request to our Logistics team and explain the situation, or they could email a DPD label if you have suitable packaging and access to a printer. Have you checked with the team if they can provide one of these options?

In terms of the router, do you know the model you have? The last router's we have locked to Three would have been an older Huawei model.

Thanks,
Jonathan

[GadgetObsessed]

I use a Three SIM in a TP-Link X50-5G - £250 from Amazon and it works well. There are other options such as the ZTE MC888 which you can buy unlocked from Amazon for about £220.

That is a lot upfront but the key advantages for me vs paying monthly are:

(1) I own the router so can sell it on if I switch to broadband.

(2) I can put whatever SIM I want in it which can make the monthly cost a lot lower. For example, you can buy fixed period unlimited Three data SIMs from Amazon that last till December next year (over 14 months) for £130 or equivalent to about £9 per month.

(3) It is unlocked so I can switch from one mobile company to another.

[KateS]

Hey @RyanM,

Welcome to the Three Community.

The information provided is correct. Where we have provided any 5G equipment this equipment is not owned by you and is loaned to you for the duration of you taking our Services.

When you complete your contract or choose to leave the contract, you must return the 5G Equipment. If you do not return the 5G Equipment within 28 days we will charge you a non-return charge which is the £105 charge previously mentioned. This is detailed in the T&Cs of the contract.

Payment of the non-return charge does not transfer ownership of the 5G Equipment to you and you are still required to return the 5G Equipment to us.

I hope this helps answer any outstanding questions or concerns. 

Thanks,

Kate

[Mocubano]

yeah but you make it really difficult to return the equipment to you!