Router Return

[Brianboitano]

I moved onto a new contract with Three recently to get the new outdoor 5G router.  I cancelled my old contract and was told I would need to return the router, and a label would be sent... Fair enough.

No label appeared.  I have chased several times and raised two separate complaints, both ignored.  

I have now started to receive emails threatening me with a fine for not returning the old hub, which I never even been told how to do or ever been sent a label.

It's this sort of thing that boils my blood, and is the reason this will likely be my last stint as a Three customer.  

Had anybody figured out how to resolve this issue? 

Please don't just post a link to the absurdly useless customer service.  As I have said, I have tried that several times with no satisfactory reply.

[PeteG]

Hi there. 

It's disappointing to hear you're having issues arranging the return due to the missing package. I'm not sure what would be causing that. Agent error might explain it one time, but after that it doesn't really make much sense. I'd recommend asking for the team to send you out an email with a DPD label instead, this way you can avoid the issue of the package not arriving by post as expected. 

Pete. 

[Brianboitano]

Hi, thanks for your reply.

Is somebody in this forum able to arrange that for me (ie somebody who works for three)…. I really can't take another painful interaction with the "customer service" dept.

[Maxine]

We've sent you a PM about this. 

To check your messages on the community, click on your avatar image at the top right of any community page, then "Messages".

Maxine