topic Re: Still not received info to return my 5g hub in Account and services

Still not received info to return my 5g hub

natastrophe — Mon, 06 Apr 2026 19:42:55 GMT

I received an email on 3rd April, about my contract ending and terminating. The message stated I needed to return my 5g hub. However I have yet to receive any instructions how to do this?

How long after this email was received, on 3rd April, should I expect to wait before I get instructions to send back the old 5G hub/router?

I'd like to avoid having to call three yet again about this? I know I get 30 days to return the hub, but ideally need to get it posted off this week?

What are others experiences returning the hub and the timeline?

Re: Still not received info to return my 5g hub

JonathanB — Tue, 07 Apr 2026 14:47:19 GMT

Hi @natastrophe,

To my understanding the return info should be sent out the next working day after your cancellation completes and your service is disconnected. It sounds like this may just be down to the bank holiday weekend, so hopefully you'll receive an email today or tomorrow, but please let me know if not. I'm assuming from what you've described that the 3rd was when the service was disconnected, but please let me know if I've misunderstood.

Thanks,
Jonathan

Re: Still not received info to return my 5g hub

natastrophe — Wed, 08 Apr 2026 09:34:27 GMT

The 3rd was disconnection day and I have yet to receive any email. I checked my account and my 5G number is still listed there and the direct debit to be taken is incorrect, as they are set to take my 5g payment too. How can Three be so incompetent, and difficult to talk to. WHy can they not update my account portal on My Three to show whats going on?

Its torturous to call their customer service.

Re: Still not received info to return my 5g hub

natastrophe — Wed, 08 Apr 2026 10:41:45 GMT

Update,

Spoke to 3 on chat today, took 1 hour to sort and at the end DPD code sent, but takes up to 2 days to generate, which is what the email said.

How am I to return a 5G router in a timely way, when Three themselves do not send me what I need to do this? When I get the DPD label, assuming I do get it this time, 10 days of the 30 will have passed. That's very poor service on their part.

I have no idea why they even ask for them back, its a 3 year old piece of kit, are they really going to use it again?