topic Re: Modem return problem in Account and services

Modem return problem

scottylad — Mon, 02 Feb 2026 18:53:16 GMT

Hi, I cancelled my 5G home BB and got the email detailing how I should get an email from DPD about the modem's return, but that failed to materialise (yes, I checked my spam folder ! -I'm an IT pro).

Should there have been packaging materials delivered to me for the modem, or was I to find some myself ? The lack of email, and maybe packaging, makes me think someone's not followed the correct procedure for account closure & modem return.

I spoke to someone last week explaining I'm out of the UK for the foreseeable future and am happy to organise the modem's return when I get home but am still receiving texts & calls about this. Just had a live chat with Abbas from Three, who went through the same things as last week, offering to email me a QR code or something for it's return.

Three's (or DPD's) error has become my problem and customer services don't seem to get it.

Re: Modem return problem

Anonymous — Mon, 02 Feb 2026 19:44:13 GMT

Hi, when did you cancel the Home Broadband? Are you aware that there is sometimes a 30day "notice period" after which they would be requesting the device be returned?

Re: Modem return problem

scottylad — Mon, 02 Feb 2026 22:26:11 GMT

Yeah, thanks. I contacted them a couple of weeks prior to my 24 month lock-in ending, they made me give 30 days notice... Paid for the 25th month, was then post-switch-off refunded the week or two outside the notice period I'd paid for (it always seems odd to me the way these things work)... Got an email between the call to cancel & my connection switch-off saying that DPD would be in touch to arrange collection and to ensure it was returned in good condition within 30 days of contract end / switch-off to avoid a charge.

I received my refund and, knowing I'd owe nothing, and from previous cr*p situations of termination / switch with 'service providers' from gas companies to telcos, stopped the direct debit. I heard nothing from DPD, or Three, apart from telling me my DD had been cancelled... until they began saying I'd not returned the modem & they'd bill me.

They really don't make it easy to contact them about such stuff, sending communications from "no reply" email addresses & phone numbers. I've had numerous calls from 'Three' type numbers, which when I search online show as 'SCAM' and harassment numbers, they never leave a message.

I called and spoke to someone last week or so, (I know this seems like I'm being racist but I'm an actively anti-racist person, attending anti right-wing protests and such) it was genuinely difficult due to language and accent differences.

On 'live chat' tonight, after a week's bombardment with messages about it after I spoke to them and was told they'd put a note on the account, I got no further, and the link was 'dropped' -as my questions got challenging for the operator.

Re: Modem return problem

MichaelP — Tue, 03 Feb 2026 08:42:40 GMT

Hello @scottylad,

I understand it must be concerning if you're not able to send the hub back due to not receiving the packaging or a QR code yet.

Was the account cancelled when you were at home, or did you cancel it when you were abroad? How long ago was the cancellation actioned?

When do you anticipate returning to the UK, and is the hub still at home?

What was the note that the agent shared would be left on your account?

The QR code usually arrives by the next working day, whereas packaging can take 3-5.

Please let me know if you see a QR code in your inbox today.

Thanks,
Michael

Re: Modem return problem

Anonymous — Tue, 03 Feb 2026 11:17:24 GMT

@scottylad wrote:
it was genuinely difficult due to language and accent differences.

I feel your pain on that one. But what drives me absolutely banana's is the absolutely incompetent of some of the employee's who are supposed to be giving Technical or Specialist advice and how rigid they follow the script.

I purposely avoid 5G routers on Three and recommend to customers they do the same, due to this very reason. I have mentioned it to staff on this forum and sent emails regarding it. I believe there are some kind of problems with Three communicating with DPD and vice versa.

No offence but I would not be happy with "a note" being put on my account. A note doesn't stop them charging your account. A note doesn't stop them ruining your credit record/score.

Re: Modem return problem

LauElBe — Tue, 03 Feb 2026 12:45:13 GMT

I had this issue, I contacted them 3-4 times and kept getting told I would receive the email within two working days for it never to appear. Got an email saying I will have to pay for the device as I haven’t sent it back on time. Eventually someone told me my account gets cancelled 30 days from contract cancellation request and once it’s cancelled then I will get a QR code to return the device. Took 45 days after the initial cancellation for someone to give me that information and I received the email within 12 hours after that conversation and managed to return it at the post office. Now waiting to see if they try and put the charge on my next bill. The communication was terrible and very frustrating! They could have prevented the stress if they had told me this to begin with, I think they hope to make it such a hassle to send back and you give up so they can just charge it to your account.