Router 5G Broadband returned to Three, but they claim I didn’t

[Javier]

I left Three Home Broadband back in June because my new home didn't get good signal and I was having problems with the VPN at work. 

Three told me they would send me an envelope to return the 5G Router but I had to contact them back because this never arrived. When I got the envelope, I took it to a Post Office but unfortunately with all the move and unpacking from the move to the new place, I lost the tracking number.

Now Three is claiming me £105 for something a returned to them, and they are unable to find the tracking number that it was coming from and envelope and a Royal Mail return label that they created. 

The only solution Three customer service is giving me is to contact Royal Mail to obtain the tracking number but when I asked them how will I get this without any details about me or my home address in that envelope. They just say to contact and find out.

I find Three customer service help very poor and Three service in general disappointing. I won't be using any of their services ever again (mobile or broadband services). I can see lots of complaints online about the same problem. It's like if this is something they try to get some extra money from customers leaving. I also wonder what will they do with a 5G modem router that has at least 5 years (even that was returned).

I wonder if there is any way to obtain the tracking number other that contacting Royal Mail, as There is no way I will remember any of the details in the Envelope that Three provide me with to return it.

Thanks. 

[MichaelP · Accepted solution]

Hello @Javier,

Welcome to the Three Community.

I completely understand it's not ideal if you say you've returned the hub but it hasn't been registered.

Unfortunately, without a tracking number, we'd need to investigate this further to check the return status with the relevant team.

I'm going to send you a private message to put in touch with some colleagues for some additional support with this.

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

Thanks,
Michael

[Javier]

Hi @MichaelP. Yes, the issue has now been resolved and they found the devices I sent. The charges have been removed. Thank you! 

[JonathanB]

Fantastic news! Glad to hear the team were able to sort this out quickly.

Thanks,
Jonathan

[Mikemoula]

I am in a similar situation because because we forgot to keep record of the receipt and now i need to contact royal to obtain the reference number, do you by chance know the address of the place where the routers get sent to or are there different places?

[JonathanB]

Hi @Mikemoula,

Sorry to hear that you've been in a similar situation. Did you manage to get this sorted out in the meantime since posting? Please let me know if you still need help with this.

Thanks,
Jonathan

[Mikemoula]

I need help because three are claiming they did not receive the broadbox, can someone check they received the package.

[JonathanB]

Hi @Mikemoula,

Of course, happy to help get this sorted out! I'll send you a PM to get you in touch with the team who helped Javier.

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

[Javier]

Hi @Mikemoula! contact the social media team. They’ll be able to help you find your devices. Mine got sorted yesterday and the £105 charges have been removed from my account 🙂

[Mikemoula]

thanks I have replied to their message, appreciate your help