topic Re: Return of 5g Hub - nightmare in Broadband

Return of 5g Hub - nightmare

GerryK17 — Thu, 22 Jan 2026 13:55:52 GMT

Seriously... How do you return this 5g Hub. No email with instructions, no returns label... "We'll send you details of how to return it separately"....WHEN?

To arrange getting a returns envelope sent to you, or book a pick up, please 'get in touch'.....to the call centre that puts you on hold for "2-3 minutes" to they look into this. Who then comes back on the phone to ask my security details again who then asks ME where my bag is?? You've never sent me one! Now back on 2 minute hold to look into that lol.

SURELY THIS IS A BOG STANDARD SERVICE REQUEST... SURELY A RETURNS ADDRESS COULD BE EASILY DISPLAYED ON THE WEBSITE

Re: Return of 5g Hub - nightmare

PeteG — Fri, 23 Jan 2026 09:44:12 GMT

Hello there.

It's disappointing to hear you're having issues with this request.

The normal way returns are started is by email. I'd recommend double checking your email junk, and if it isn't there, it would be a good idea to check with the support team that the email they are using is correct, then get them to email the return label out to you again.

Pete.

Re: Return of 5g Hub - nightmare

Anonymous — Fri, 23 Jan 2026 17:33:34 GMT

This seems to be a reoccurring issue on the forum, and others I frequent. I would appeal to Three staff on the forum to please raise this issue to higher management, there seems to be a real problem going on and the process is not working for a lot of customers.

Re: Return of 5g Hub - nightmare

MymsMan — Fri, 23 Jan 2026 18:29:26 GMT

The most common issue appears to be non-receipt of mailing labels or QR codes.

I wonder if part of the problem is customers and, possibly, Three staff not considering the termination notice period on broadband contracts.

Having given notice of termination the customer is entitled to continue using the service until the end of the notice period so it would make sense for the system to not generate the return label/QR code until close to the end of the notice period. Often mailing labels expire if not used within a short time period.

Maybe it just needs better communication of when to expect the return label with an option to request an immediate label for those who don't want to wait.

Other issues are the frequent complaints of returned items being charged for.

Re: Return of 5g Hub - nightmare

MymsMan — Fri, 23 Jan 2026 18:34:42 GMT

@GerryK17

How long ago did you request to terminate your contract? You have to give 30 days notice during which you can continue using the service so I wouldn't expect a return bag/label/QR code until near the end of your notice period.

Re: Return of 5g Hub - nightmare

Anonymous — Sat, 24 Jan 2026 22:24:36 GMT

You make a good point, but I've also heard of this issue happening to a long term Three customers who knows how Three works (min terms, notice periods, etc). I get the impression that it is staff not following procedures, not clicking a box or maybe a system bug that doesn't trigger the emails to be sent.

I'd imagine there is a complex process to it, contacting the delivery partner's system API (I believe it's DPD) to generate the tracking numbers, generating the QR codes and compiling it all into an email to be sent out via Three email servers. I know I've had a lot of problems with ParcelForce, especially the tracking system, so might not be Three's fault.

There are also customers who have been told packaging would be sent out and all they have to do is put the router in the bag and it can be scheduled for pickup, or can be dropped off at Parcel Shop. But they never receive the packaging.

Just think someone at Three management needs to look into it, as it seems something is going wrong.