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.
