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

[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. 

[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

[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

[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

[Gary501]

I’m in the same boat. Cancelled 5g home broadband in March 23  and have now phoned 3,  6 times and sent 2 letters to their customer service office in Glasgow. Had absolutely no reply to the letters and the same crappy answers from the customer service team. 
Hasn't stopped them bugging me for payment s of course. The 3 service team told me to ignore the demands. 
All I want to do is send the router back and close my account!!!!!

3 your service sucks! I’ll never be a customer of yours again!!!

[JonathanB]

Hi @Gary501,

I've replied on your other post about this, but I've just seen this one too. I'm really sorry to hear about all these issues with the return. I've sent you a private message so we can get you more help with this.

JonathanB

[Madmelly76]

Yes, me right now. I called on 29th March to cancel my 5g broadband and they said they would send me a returns bag, but no such bag arrived, so I called them again on the 6th April, they said they would send another one and that it would take 5 working days, well it's been easter so I've left it until today and still no returns bag. I'm going to have to wait til Thursday to contact them as I work til 8 pm Mon, tue and wed! It's a pain in the preverbial! I mean, they had no trouble whatsoever getting the hub to me, so why is there a problem getting a returns bag to me?? I also took out a mobile sim contract with them at the same time but tbh, the service is poor.