topic Re: DPD return label never arrived in Account and services

DPD return label never arrived

hychan — Thu, 25 Sep 2025 14:20:27 GMT

Like many I've request many times the DPD return label for my 5G router but the label (or QR code) never arrived. Now I'm being threatened with a charge. How can I just return the router? It's been very stressful.

Re: DPD return label never arrived

Paddiewack — Thu, 25 Sep 2025 15:50:19 GMT

There would have to be a record of any (written or oral) conversation between you and customer service from when you state you asked for a returns bag/label. If it were me I’d make a complaint via the form on the Three homepage,stating as far as possible when you asked to return your item. This can then be investigated and hopefully sorted.

Re: DPD return label never arrived

hychan — Fri, 26 Sep 2025 10:14:50 GMT

Hey thanks I've done just that and hope that miracles happen (not optimistic though). I'm at my wits' end since July.

Re: DPD return label never arrived

JonathanB — Tue, 30 Sep 2025 13:21:06 GMT

Hi @hychan,

Sorry to hear about the issues with returning your router. Just to check has this been since July you've been trying to get this sorted out? Please let me know if this was resolved since you posted, or if you still need any help?

Thanks,
Jonathan

Re: DPD return label never arrived

hychan — Wed, 01 Oct 2025 06:26:01 GMT

Thanks for checking in. Finally I got the famous QR code email after all these struggles. Can finally rid of the router.

Re: DPD return label never arrived

JonathanB — Thu, 02 Oct 2025 11:41:11 GMT

Thanks for updating the Community @hychan. It sounds like your return is on the way to being sorted out, but please let me know if you need any more help with this.

Re: DPD return label never arrived

hychan — Thu, 30 Oct 2025 14:57:22 GMT

Update: I've returned the router (with tracking) but still got threats that I need to pay because they haven't received it! Contacted the customer service and they said they'd fix it but nothing changed and the payment due date is close. That's very frustrating!

Re: DPD return label never arrived

PeteG — Fri, 31 Oct 2025 10:11:51 GMT

When did you speak to the team? Did they confirm they device was showing as returned? If so, it might be worth cancelling the direct debit, and informing the team to place a hold on any collections activity while they are waiting for anything to update on the account side.

Pete.

Re: DPD return label never arrived

PetraPodhorska — Mon, 05 Jan 2026 19:28:57 GMT

I am having the same issue. Requested it twice now, it’s very annoying! What else can I do? Just want to return it now that’s all