Unable to return 5G Broadband Router

[HPH57]

I’ve had three broadband for 18 months and cancelled it three weeks ago.

I was told I would receive a return label for the router following the cancellation. Instead I have received nothing and was then emailed telling my my cancellation “was not accepted”.

I’ve called back and confirmed my cancellation and been told that I should receive a return label. 

I still have no return label, and do not want to be charged either for an additional month (due to three’s failure to cancel my contract) or for the router (due to threes failure to send a return label).

I’ve called three again and either get cut off by their automated phone service, or told that the label has been posted. 

I’m moving out and need this resolved asap as otherwise I’ll never receive the returns label.

I will be cancelling my direct debit and contesting any fees levied.

How can I return the router? I will never be a customer with three again, this was me giving them a second chance and their customer service has become even worse. 

[Spud]

Three is in breach of the terms of conditions.

9.6 You must return the 5G Equipment to us in a reasonable condition, allowing for fair wear and tear. We will send to you a returns bag so that the item can be returned at no cost to you.

So I see no reason why you should not video yourself asking for a returns bag in a Three shop, then if they are unable to provide one, dumping the router (labelled with your details) with them and walking out.

document your actions and send a copy to your bank 

[HPH57]

Still not solved - been trying to get a return label for weeks 

[JonathanB]

That's really disappointing to hear. The team I referred you to can normally sort out a return with no issues. I've sent some more advice on our PM conversation.

Thanks,
Jonathan

[JonathanB]

Hi @HPH57,

I've sent you a PM to get you in touch with a team that will make sure this is sorted out for you.

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

Thanks,
JonathanB

[Spud]

Try this as a contigency

[Officina-red]

Can @JonathanB offer assistance 

[sc1999]

It's about time 3 published an address for returns in the understanding that items must be sent back tracked and insured. Proof of delivery to be accepted as proof of return even if 3 cannot then find it.

[JonathanB]

Hi @sc1999,

It's a good suggestion however we need to ensure that when we're receiving returns they're covered by our policies and the corresponding accounts are eligible for returns, and are cancelled.

I'm getting the broader issue looked into as it's not lost on me that there's a lot more posts than you'd expect about returns, and that particularly they're almost always concerning routers. I'm confident we've figured out where this is coming from and hope to have it sorted out very soon.

Thanks,
Jonathan