on 29-08-2023 01:59 PM
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. 🙏
Solved! Go to Solution.
on 29-08-2023 03:41 PM
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:
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.
on 18-10-2023 03:48 PM
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
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
on 30-08-2023 01:32 PM
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
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
on 21-07-2025 08:48 AM
I'm the same. Despite repeated requests to Three Cs asking for my returns jiffy and also being promised I'd be emailed a qr code (6 days ago) 2 Still not received.
Have also been told by forum moderator to take it to closest Three shop,but they won't accept it.
Dave
on 08-04-2024 06:19 PM
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
on 11-04-2024 11:34 AM
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
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
21-02-2025 11:22 PM - edited 21-02-2025 11:23 PM
Exact same thing happening to me recently, several phone call going through validation every single time, I’m tired of this, so pleaseee send me that direct message that you sent to others mate.
on 25-02-2025 12:54 PM
Hi @Tostos32,
I'm sorry to hear this, I've sent you a reply to your PM with more guidance now.
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
Mod tip! The author of a post can hit 'Accept as Solution', to highlight a reply that helped solved their query.
on 25-10-2024 11:14 AM
Hi Jonathan,
Hope you are doing well.
It seems like from the messages that you are the GO TO guy to resolve the return the router to three.
I received the equipment and contract start date is on 17th April 2024.
I created the case to return the equipment and close the account on 18th April 2024 as after testing router didn't performed at all.
But Return box never arrived.
I created couple of cases after that, but nothing happened. Now I am receiving text messages that I owe £346 to three and case has been sent to CARS (debt collector).
I had chat with CARS and they are also waiting for Three to return back from last 2/5 months.
Can you please help closing this account ?
Its a completely fresh business contract and cancellation request was on next day after the delivery.
Thanks
Sharad
on 27-08-2024 08:55 PM
Hi Jonathan
i have also been told i have until the 5th Sep to return a router but have not received a packet to return it in. Are you able to help please?
many thanks
paul
on 23-01-2024 08:11 AM
Hi johnathon, can you also help me get a returns label, I've spent hours tring to send nthis router back.
