Warning when sending your router back to 3

[Petej2411]

Warning to anyone sending a 5G router back to 3.

They sent me a bag to post it.

I sent back via their recorded delivery label and checked it was received back by them the next day.

Three will still send you emails and letters saying they have not received it back.

They will then send you a bill for not sending it back.

And they will then take the money out of your account for not sending it back.. 

7 days now to wait to see if i get a refund

3 different agents told me via chat that it was received and that the account was closed and no further payments will be taken.

Clearly all lied to me, so if you do have to send anything back, keep all your postage evidence and any chat's you have with them.

[JonathanB]

Hi @Petej2411,

I'm really sorry to hear there was an issue with your return tracking. I expect this will all be cleared up and a refund sent if the package was back with us for some time now. Please let us know what the outcome is when customer services get back to you.

Thanks,
Jonathan

[Petej2411 · Accepted solution]

Hi @JonathanB 

Three have refunded me my money so a satisfactory outcome. It's a shame it happened. 

Been a three customer for years, phones and broadband but now have nothing.

Three wouldn't price match a mobile deal and the broadband went so slow that when I questioned it via chat, the operator asked what outcome I wanted from the call.  I explained I wanted a reliable good service and the response was "well we'll have to cancel the contract early then, with no fees".

I took that as "sorry we can't  that ...." hence the reason for sending back the router.

Regards

Pete

[JonathanB]

That's great news! I'm glad to hear that it's all sorted out now, but I do agree it's a shame that this wasn't handled automatically for you. Thanks for sharing your experience and that this was solved. We're investing heavily into the network infrastructure so hopefully this will be a more viable option for you some point in the future.

Thanks,
Jonathan

[Petej2411]

Hi Johnathan, I hope so, I sent the router back in May so it’s been back with three for nearly two months.. I was still getting emails saying I hadn’t sent it back. Chat advisor’s verified this but it still happened. Waiting on a refund so if I don’t see it I will get back in touch with yourself if that’s ok..Pete

[Rob64]

Thanks for the warning, I seem to remember this was happening years back and its depressing it still is going on.
I find increasingly getting anything sorted takes a massive bombardment on your part.

Even more depressing as I am on here looking how to send my router back and close the account, I know its going to be trouble. What was the process to initiate getting the return bag? the website avoids the subject of cancelling!

[JonathanB]

Hi @Rob64,

Sorry to hear you're cancelling. For Broadband you give notice to customer services, then they'll arrange a return for you. The process has just recently changed, and we've moved to DPD collection wherever available. So we send out a QR code and instructions via email.

If there's any issues with the return process please let me know though. I'll be happy to get it checked out.

Thanks,
Jonathan

[Rob64]

Hi Jonathan thanks.

It was always a bit of an experiment as I am not ideal for the nearest 5G mast so only ever got a fair signal with a lot of effort. And being fed up of Virgin ripping me off. But Virgin halved my price so no point leaving safe cable for patchy 5G.

To be fair to Three, I often got 250mb on just a fair signal, if it had been stronger it can be amazing, and its cheap.

[JonathanB]

Thanks for your feedback Rob, we're sorry it's not the product for you right now, but we're working on big improvements to coverage and capacity, so hopefully this will be a better option for you down the line.

Jonathan