Unable to return Three 5g Broadband router.

[Gary501]

I signed up to the 3 5g Home Broadband on 5/2/23 and picked up the router from a 3 store the following day. Set up was a breeze but over the next 3 weeks the signal became ever more unreliable for some reason, so I contacted 3 customer service by letter with a completed returns form within the 30 days return period. I have proof of posting and receipt. I never received a reply. So I contacted 3 customer service representatives by phone who suspended my account and promised me a returns label to be able to return the equipment and close my account. 
So it’s now May 9th and 6 calls and another letter to 3 and still no response about how to send the equipment back to 3. 
But don’t worry even after all of these attempts to solve this issue,  3 can still keep sending me requests for payment, even though their customer service representatives have told me to ignore these requests. 
This had better not turn into Bailiffs banging on my door! 
3 why can’t you just sort this out please. There’s plenty of posts from other people with similar issues. 
Your service is quite frankly appalling. 
Please get in touch to sort this out once and for all!!!

[Damo1]

I have the same problem.  My 5g broadband worked fine for months but then the last 2 months it's been unusable so I had to purchase virgin media on top of it.  The service promised hasn't been provided so how can I terminate the contract without having to pay it off?  I've tried the online chat but that they never get back to me.  It's a real con.  I've also got a mobile account with 3 which I've had for years but now they've stopped allowing your inclusive minutes/data to be used abroad too so it's time to leave

[Threepea123]

I have the same issue as well. Despite calling Three many times and chatting with them in lengthy conversations I am still waiting for the returns bag. I took out the order in March and now five months later we are in August and my Homehub is still sitting here, while I get emails/text messages about my riding bill every month.

please can someone help me with this issue. It is causing me massive stress and anxiety.

simone

[loflake]

I have the same problem. I havent received the return bag. I asked them via chat to the customer service. the asked to me to be contacted by the customer team.

[JonathanB]

Hi @loflake,

I'm sorry we haven't picked up on your post sooner, have you managed to get the return sorted out in the meantime? Please let me know if you still need help with this.

Thanks,
Jonathan

[craigs85]

@JonathanB Perhaps somebody could reach out to me as well as I have the exact same issue.

It is now appearing on my credit report as missed payments.

They have had 3 attempts at requesting a Bag to be sent to me to return the device in, and also a DPD tracking label to be emailed to me!

[Allybally23]

I have the same issue as well

[JonathanB]

Hey @craigs85,

I know you've already sent a PM in the meantime but just popping a reply on so it's clear that we've directed you onto more help. Please let me and the community know how things go from here, the team I've directed to should be able to get this sorted out for you.

Thanks,
JonathanB

[Lindavid6]

I have been trying to get a bag for a month now and leave the country next week over an hour each time chatting and phoning, it’s just torture 

[Allybally23]

Can someone contact me in regards to this, I had the account for 1 day and arranged a return, no bag received. Every time I call up customer service cannot find the account and hang up on you. I have been online chat and they cannot find the number and next thing chat disappears. I have been on chat over 35 times now and phone calls. I made complaint through the website. I received an email advising they cannot find the account ! I have the account number and mobile number Imei number etc. nobody can find the account yet I receive an email advising me if I don’t return the router I will be charged. I need someone to contact me and arrange return packaging to be sent to return via post office. It is SO frustrating dealing with Three