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. 🙏

[remy]

For anyone looking for the address, it can be found here: https://www.three.co.uk/terms-conditions/returns-and-exchanges/returns-and-exchange-policy

Ingram Micro Services Ltd
Communications House
Vulcan Road North
Norwich
NR6 6FE

[Videoman007]

I am also having an issue.  Why can Three not simply post the address to return the router or allow the router to be returned to a store.  Very unhelpful.

K

[Badger1873]

So I've long past my two year end of contract and have contacted Three to ask them to cancel the contract as its no longer needed. They've said they would cancel the contract but continue billing me for a month, fine, standard Three theft, BUT they have insisted I return the modem or be fined £110. Is this right?

So after paying monthly for over 2 years, more than the 24 month contract, they say the modem still belongs to them and they want it back? I didn't see anywhere in the terms and conditions that the modem always remains the property of Three. Can someone please confirm this?

Thanks.

[JonathanB]

Hi @Badger1873,

5G Broadband contracts involve the router being on loan only. If you have a look at the terms relevant to when you took the contract you should find a section about this:

Equipment: 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. The 5G Equipment is supplied to you at no cost and remains the property of Three at all times. When you stop taking our Services you must return the 5G Equipment. If you do not return the 5G Equipment within28 days we will charge you a non-return charge (see Section 9.7)

Here's a link to the page with all our terms: https://www.three.co.uk/terms-conditions/paym-and-payg/pay-monthly-and-pay-as-you-go-terms

5G routers are much more expensive hardware than the older 4G routers and MiFi devices. We made this decision to keep the costs down for our customers as financing the router would make the monthly cost far higher, and most customers don't tend to use their router if they move provider.

Thanks,
Jonathan

[Rob17]

Sorry can't help having the same issue 3 cancelled my contract because of lack of internet went back to store after being told by them that we would have no problems with signal to be told they could only generalise ,going back on what they previously said. I have rang 3 broadband 4 times chasing a supposedly email that is to be sent from DPD for return of router each time told different arrival times for this 24 hrs 5 days 7 days and I'm still waiting I have been assured that no further payment will be taken from my direct debit but if they do then I shall cancel. this is an ongoing issue which 3 are not correcting 

[JonathanB]

Hi @Rob17,

I'm sorry that I've missed your post till now, I've sent you on a referral to some more 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

[JonathanB]

Hi @wackersboy,

I'm really sorry that you've been having these issues getting your return sorted out. As @Spud mentioned, there has been a far larger number of community members mentioning issues with returns than we'd expect. I've been assured that in most cases, this is down to a system issue with the return requests, and the underlying issue should now be fixed. I'm passing on feedback to get that all double checked though.

I'll PM you to get you in touch with a team that will take ownership and make sure your return is definitely processed properly. If you contact them, this will help us look into the wider issue too.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

[apple_crumble]

Hi JonathanB

I upgraded to a new 5G router over a week ago as promised better speeds however this has not happened therefore have cancelled the 5G broadband contract. I was promised a return bag for both 5G routers. How long do these take to arrive as the one before the upgrade (over 5 working days ago) has not yet materialised?

I’ve been told by your customer services I don’t need to return the original router however that goes against what is written in the contract. What do I do with the routers if no returns bags materialise? Your customer services are terrible. 

Thanks

[JonathanB]

Hi @apple_crumble,

These bags should take no more than 5 working days to arrive. I've sent you a PM to get you in touch with some colleagues who can take a closer look into the situation. I'm sure they'll be able to help sort this out for 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