Three is not allowing me to return the 5g hub

[Sg3]

I cancelled my 5g home broadband a couple of weeks ago, and Three told me I would receive at home within 5 working days a package to use to return the 5g hub to them. I didn't receive it, and I was not contacted by the delivery company as I was told.

So a week ago I contacted Three again, they double checked that my address and contact details for the delivery company were correct,  and they told me they would send me again the return package within 5 working days.

I still haven't received it and have no news from the delivery company either.

[StuckWithModem]

I have had the identical experience. I cancelled my 5G contract 15 April.  The bag never arrived.  I contacted Three again 25 Apr and was told that in fact the bag was never ordered by the agent who took the cancellation, but that this agent was ordering one immediately, so "I needn't worry."  So that's all right then.  The bag still hasn't arrived, and judging by the astonishing number of people who have complained about precisely the same issue since 2023, the bag never will arrive.  This is not ineptness, but rather a business strategy to extract a final £105 pounds from customers who cancel.  I will be reporting this to Ofcom as a pattern of behaviour and I advise everyone who works their way to this post to do the same.  Eventually, the number of people with the same experience will trigger an investigation of this practice by Ofcom.

[Sg3]

I have contacted consumer service again and they told me they don't send DPD labels by email anymore. They told me the second bag was sent the 23th though, a couple of working days later than when I requested it which is not what I was told, so I need to wait a couple of working days more to see if this time it truly arrives. I will update this conversation if that truly happens this second time

[PeteG]

Hello there. 

Oh, that's not great. It's unclear what would be causing the delay in it coming out. There is also an alternate option for returns, where the team email a DPD shipping label to you, it might be worth contacting them again and asking for that? 

Pete. 

[Sg3]

Thanks for the information, it is a shame they didn't tell me that is an option when I spoke to them the previous times, but I will contact them again and ask for that this time, I hope there are no issues this time 

[Sg3]

They told me DPD labels by email is not an option anymore

[PeteG]

Thanks for confirming this. I wasn't aware that was the case. 

After your update, fingers crossed you receive it soon. 

Pete.

[Sg3]

I still haven't received it after the deadline for the second return bag has passed