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

[Tomtomtom]

Hi,

I submitted my cancellation on 5th April chat id  14630a4e-c0c3-4df0-9a5b-ae850bb77304 and was told the bag would be sent within 5 days from then (I did confirm from the 5th, not from when my cancellation takes effect)

I’ve not received it yet and the numerous threads of people having problems with this issue don’t give me hope. Can you do the same as you’ve done for others and raise it to get in touch please?

[JonathanB]

Hi @Tomtomtom,

I'm sorry to hear about this delay with your return. I've sent you a PM now to get you in touch with some colleagues who can help you.

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

[Bohdan]

Same situation 

so terrible company

hate them

[JohnM]

Hey @Bohdan 

I'm sorry to hear that you've had issues trying to arrange your return. I've popped over 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,
John M

[Lindavid6]

Been trying for a month to get a bag been chatting and phoning every other day, as I leave the country next week, getting nowhere with them, it’s torture 

[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.

[JonathanB]

Hi @Junior,

I'm sorry that I wasn't able to get to your post last week. I've sent you a PM with a link to some colleagues that have helped other community members with this issue. If there's still an opportunity to sort this out before you leave, or when you return please get in touch with them.

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.

[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