Returning 5G router.

[wackersboy]

I have cancelled my contract within the 14 days cooling off period. Was for 30 days free trial as well. I have phoned twice,done chat as well. Hour long each time!! Promised returns label. NOTHING.  I have phoned local stores to see if they will.take back. No. Tried to get a returns address myself. Nothing available. Help please. 🙏

[Spud · Accepted solution]

There are so many other people reporting the same problem on this forum. Usually a moderator ends up PMing you with contact details.

But it shouldn't be happening.

I would prepare a contingency. Assuming you're paying by direct debit, keep a record of this online chat

State:

• Three has prevented you from returning the router by failing to send a returns envelope after multiple requests
• The router remains available for collection
• You have done enough chasing, this is the last request for a returns envelope
• You will leave your direct debit in place
• An erroneous charge for the router will be reclaimed under the direct debit guarantee
• This transcript will be copied to your bank

Get the above typed, ignore any text from a robot/agent

Send a secure message to your bank, explain your problems, include the chat transcript and send links to similar posts you can find on this forum.

Last refund I had under the DD guarantee was from Ikea (no delivery, difficult to contact - why should I stay on hold for more than a few minutes?). The guarantee states a full & immediate refund from the bank. You don't have to jump through hoops so don't get diverted by (misinformed) bank staff saying contact Three. It's the banks problem to get their money back from the company.

Sorry this is happening. Personally I had no problem returning a router in the trial period when we just tested the speed and reliability, then a few month later when our previous ISP contract ended we got another router and have been very happy with a 24 month contract for well over a year so far.