topic Three 5G broadband return bag not recieved in Broadband

Three 5G broadband return bag not recieved

shamranSM — Fri, 05 Dec 2025 10:03:03 GMT

Hi, I cancelled my 5G Home Broadband two weeks ago. Customer care told me they would send a return bag within four working days so I could return the router using the label provided. It has now been two weeks, and I still haven’t received anything.

I contacted customer care, and they checked and said the original return order wasn’t completed properly, so the return bag was never sent. They then placed a new order and asked me to wait another four working days.

I asked if they could at least email me the return label instead, as I don’t want to keep waiting, but they said even the label would take two working days to arrive in my inbox.

I’m worried I’ll run out of the return window and be charged penalty fees for something that isn’t my fault. I’m really frustrated with Three’s poor communication and repeated admin errors.

Has anyone experienced a similar issue? Any suggestions?

Regards,

Shamran

Re: Three 5G broadband return bag not recieved

PeteG — Sat, 06 Dec 2025 12:12:12 GMT

Hello there.

Oh that's quite strange, the default return method is actually an email with a DPD return label, which is what you've asked for. I'm unsure why they would have defaulted to something else. I'd recommend just requesting the DPD label by email anyway, even if it does take a couple of days, it would still beat out the 4 working days.

Pete.

Re: Three 5G broadband return bag not recieved

JonathanB — Wed, 14 Jan 2026 14:40:21 GMT

Hi @shamranSM,

We never heard back from you after Pete's reply. I hope this has been resolved in the meantime, but please let us know if you still need any help with this.

Thanks,
Jonathan