Trying to return 5G Hub

[Damien]

Ive been trying to get a return label for my 5g hub, ive done the live chat & called. im being sent a final bill and after researching the issue it seems it happens all the time. 

[JayyDogg]

I cancelled my 3 home broadband around 3 months ago now and I've been trying to return my hub ever since. Every time I call or chat online they keep telling me a new request for a jiffy bag or return code by email will be requested and it should be with me within 3 working days, this has been going on for months now and I still haven't received anything other than messages, calls and letters from three pestering and threatening me to pay the charge  of £105 for not returning my hub.

This is appalling customer service and is causing me a great deal of stress and anxiety. I have even logged a complaint with three and not received anything, not even an automated message to acknowledge my complaint.

I have seen a few people here having the same issues and wondered how they managed to get this resolved? Seems like three are quick to take your money but make you jump through hoops to leave them

[JonathanB]

Hi @JayyDogg,

Sorry to hear about the delays with your router return. I've sent you a PM to get you in touch with some colleagues who should get this back on track.

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

Thanks,
Jonathan

[JonathanB]

Hi @Damien, @JDM,

Just to check in, have these issues been solved in the meantime since you posted? Please let me know if you still need any help.

Thanks,
Jonathan

[JDM]

I’m having similar issues. My contract ended in May, I returned the device on the 15th May and paid my £30 final bill. Three confirmed over the phone that they have received the box. 2 months later Three keeps calling me asking to pay £105 because they have not received the 5G box. 

[JonathanB]

Hi @JDM,

Sorry to hear this. When you've received these calls, what did the team advise? If you've told them that the router was already sent back, they should raise an investigation and come back to you within a few days? When did you last hear from the team?

Thanks,
Jonathan

[JonathanB]

Hi @Damien,

Sorry to hear you've been having trouble with getting your 5G router returned to us. We'll do our best to help get this back on track. When did you originally set up the return with us?

Thanks,
Jonathan