Returning Home Broadband router

[Flowerpot5354]

On 28 January 2025 i cancelled my home broadband as I was switching to another provider (within the cooling off period). On 29 Jan, I received an email from 3 asking for payment of £384.25. I used the 3 chat service and the adviser advised to ignore the email.

I used the one touch switch service and this occurred on 11 Feb. On the same day, I received a SMS informing me payment of £376.27 would be due. I spoke to another agent on 3 chat and again, he reassured me that there would be no charges. I asked for prepaid packaging to be sent to my home address so I could return my router. After the promised 4 working days, I did not receive any jiffy bag. On 23 Feb, I spoke to another agent and once again requested packaging. He reassured me he has requested it.

I would like to know why I am being charged after taking all reasonable steps to return the router and 3 has failed to provide packaging. I was advised this was the only way to return.

I am now being charged £396.25 due on 11 March. I am not getting anywhere with this like all the other Three users who are having the same issue as me.

[Flowerpot5354]

I have already spoken to someone on Three chat to request for a printable label but he just said because I’ve already requested a Jiffy bag, a label cannot be generated! He wasn’t helpful at all, just wanted to end the chat as soon as possible. The solution he gave was to wait for the bag to arrive and be reassured everything was going to be fine! Is this an automatic response they give to every single customer? 

[JonathanB]

Hi @Flowerpot5354,

That's disappointing to hear that the team wouldn't provide the alternative option of sending a DPD label. Have you received the jiffy bag in the meantime, or do you still need help with this? Please let me know and we'll do our best to help solve this.

Thanks,
Jonathan

[Flowerpot5354]

I have already logged a complaint but haven’t received a reply yet. I am still waiting for the Jiffy bag and have chased up on this but again, have been told to wait. Every single agent I’ve spoken to is just reassuring I will receive the Jiffy bag but after so many requests, nothing is happening. 

[PeteG]

Hello. 

It might be worth speaking to the team again and asking them to provide an alternative option for returns, a printable DPD label. That should hopefully avoid the issue of the jiffy back not arriving. 

Pete.

[Maxine]

Hey Flowerpot5354,

Welcome to the Three Community!

We're disappointed to hear this has been your experience when trying to cancel your account. Please know that our team will be making sure that this charge is waived, the emails are also system generated which means we can't stop these from being sent. It's reassuring to know that the agents have explained to ignore the email for this charge. 

If you haven't received your returns bag please let our agents know and they'll have this looked into. We'll have this sorted for you. Also, in the meantime you can certainly look at making a Complaint about this.

Maxine