Return - Waiting for returns bag

[Shrewlu]

Hi there,

I phoned Three to cancel my 1 month rolling 5G Broadband contract on the 1st December (within the 30-day initial period), and was told they’d send a returns package for me to send it back in.

I was told this would take up to 5 working days and that the router must be received within 14 days after cancelling (so 14th December).

I appreciate we’ve had 1 day of Royal Mail strikes within that period, but surely even if it was being sent 2nd class it’d have arrived by now?

I’m just getting a bit antsy as I’m aware of the fairly hefty fee for non-return of equipment…

Anyone else had recent experience of the returns packages taking a while to be received?

Thanks, Oliver

[Nalonday]

Same issue! Called since 4th of April and several support cases hsve been created, and are still open but NO RETURNS BAG has been sent over!!! Three FINANCE has been intouch to ask why I havent paid, even if the account was clearly suspended! Called again and spoke to different agents who kept saying dont mind the emails, texts about what to pay as a final bill will be generated once the kit has been returned! Well please do send the RETURNS KIT! I also asked if I can drop the Home Broadband at a Three Store to make it easier for you, but they said NO! What is going on Three!

[JonathanB]

Hi @Nalonday,

I'm really sorry to hear that your return hasn't been handled smoothly, and moreover that you've been contacted about payments in the meantime. I'd like to get this looked into further for you, and make sure it's all sorted out properly.

I'll send you a private message to direct you to more help with this. To view your private messages on the community, click on your avatar in the top right of any community page, then "Messages".

Thanks,
JonathanB

[danielle_jordan]

I’m having the same issue. The first two bags I’ve called and requested haven’t arrived. I work full time so it’s not easy to keep calling and it takes a long time too with all of the automated options and being put on hold. 
I’m very worried 3 are going to try to charge me. I’d happily post the hub back myself if they’d provide an address.

[JonathanB]

Hi @danielle_jordan,

I'm sorry to hear that you've not received these returns packs. We've recently identified an issue that has caused some similar situations, and our logistics teams are working to catch up on any requests that may have been missed as a result of this.

Just to be sure that this gets sorted for you, I'll send you a PM to get you in touch with some more help with this.

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

[Ciaran]

The same thing has happened to me, I’ve ordered 2 bags, both times the “customer support team” didn’t even request the bag to be sent. I’ve just spoken to another person who repeated the same script back to me and assured me I can trust him, but it will take 5 days for the team to see the request and then atleast another 5 days to send the bag, if they even bother. 
I was told I could cancel my contract early with no fees, as it turns out they have had issues in my area for months but hadn’t told customers. I’d imagine they will keep bumping the issue until I’ve been charged the remaining amount of my contract anyway at this rate. I shouldn’t have even been charged for the time whilst the issues have been present but they are unable to disclose further information on the subject.

[JonathanB]

Hi @Ciaran,

I'm sorry to hear you've been running into these issues first with the network issue in the area, and now with the return. I've sent you a PM to get you in touch with a team that should be able to help.

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

[Martin_pes]

Same issue here. Cancelled on July 31. Followed up repeatedly with calls. No return bag for more than 3 weeks now. It is August 23. Customer service calls take over an hour and then end with a promise to send a new bag. Of course no return bag arrives, and the contract cannot be cancelled until the equipment is returned. Terrible service.

[Madmelly76]

Well I threatened them with ofcom and ombudsman and told them this is absolutely unacceptable. They gave me credit towards my mobile contract, then it happened again so I escalated it to the complaints department and did the same thing again got credit towards mobile contract and eventually 2 returns bags came in the post. Also, save your proof of sending it back for months. As 3 months later, I received an email saying they hadn't received it. I sorted out and they said it was a system error from upgrading their system and that they have received it. All closed now... I hope. Just to make you aware. Good luck. 

[JonathanB]

Hi @Martin_pes,

I'm sorry to hear that you've been trying to arrange this return for so long now. I've sent you a PM to get you in touch with more help with this.

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

[Junior]

@JonathanB please help.  I have been trying to return my Broadband Hub for the past month.  At first it was a return envelope that would arrive within 5 days - at least 3 has been ordered but none has arrived.  This week I've made at least 3 calls to Three and I've been promised a DPD collection the next day (which I was then told the next day that there was no such thing and I was wrongly informed by that customer service provider), then a DPD email within 24hrs with a return label but again nothing has materialised from these latest promises. 

I need to return this Hub today as I will be abroad after this week and have been trying so very hard to just get this returned.  I even have the original box to return it in, just need the return label emailed to me but the customer services team keep promising things and asking me to wait but I am now running out of time!!

Thanks in advance @JonathanB  for helping with this.