Three_Mobile_Broadband - Delivery

If you are waiting for a mobile broadband dongle or tablet and it hasn't been delivered yet, there’s a few things you can do. First, check if your retailer uses a courier, as these delivery couriers should leave a notification at your home if they have attempted to deliver your device while you were not in. If you have missed the delivery, you will need to follow the couriers advice to either arrange a re-delivery or to collect it from a local depot.

If there is no evidence of an attempted delivery then you should contact Three immediately to ensure your delivery address is correct and find out what’s happened. It is the responsibility of the mobile provider to ensure the device reaches you, as until the parcel is accepted by you it is still the mobile companies responsibility - so ultimately it is up to them to resolve it.

If you are unsatisfied with Three's response to your device not turning up, raise an official complaint and explain what response you would like from them.

• The customer services department of your mobile provider should acknowledge receipt of your issue within 14 days
• You can take the case to an ombudsman eight weeks after you've raised your issue

What next

If you are unhappy with your dongle provider’s initial response, you should contact their customer services department via Resolver, giving clear details of your case - such as what happened, when, and why you are complaining.

Once you have submitted your information to the company, they should acknowledge your case with 14 days.

If the company does not respond to your issue, then you should raise your case to the next level. The resolver system knows the next steps to take to escalate your issue and will remind you what to do and when, so that your voice is heard and hopefully your issue is addressed.

Your case is officially registered with the company as soon as the email is delivered and so you can escalate your case to an ombudsman after 8 weeks.

If you cannot resolve the issue

If the matter is still not resolved after eight weeks or if you receive a deadlock letter, you can send your case to the ombudsman. There are two ombudsmen in the telecoms market - CISAS or Ombudsman Services. resolver knows which one to send your case to. It will package your communications and all supporting documentation and send to the ombudsman.

The ombudsman will then independently undertake an investigation of your case for free. You can still take your telephone provider to court if you still do not agree with the outcome, but only use this as a last resort.

If you need additional assistance

If you need additional advice and guidance on the issue you can contact your local Citizens Advice.

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