topic Re: Need some sort of QR code to return the router but no e-mail arrived in Broadband

Need some sort of QR code to return the router but no e-mail arrived

PeterSmithson — Wed, 09 Jul 2025 11:08:20 GMT

Hi,

I spoke to someone on customer services yesterday morning to cancel my contract as I don't get a good signal in my new house.

They said something about a QR code being e-mailed to me but there's no sign of it. Yes I checked my spam folder. I need it to return the router or they will keep charging me.

It takes ages to get through on the phone as it always want's my number (which I don't know) and then sends a text to my broadband unit (I presume) for authorisation which I can't get (unless I power up the router and try to remember how to get to it). Then I got transferred twice to get to the right department. I don't want to spend another half an hour just to get the QR code. Can anyone help?

Thanks.

Re: Need some sort of QR code to return the router but no e-mail arrived

PeterSmithson — Wed, 09 Jul 2025 15:44:15 GMT

It turned up over a day after I called them and a few hours after I posted. Perhaps it takes a while because the QR code is from DPD rather than Three.

Re: Need some sort of QR code to return the router but no e-mail arrived

JonathanB — Thu, 10 Jul 2025 10:01:46 GMT

Hi @PeterSmithson,

Glad to hear this has been sorted, and apologies if the timescales weren't made clear. I've checked into this, and right enough the email is expected the next working day after the request is raised. Please let us know if you have any further difficulties with your return.

Thanks,
Jonathan

Re: Need some sort of QR code to return the router but no e-mail arrived

drs357 — Wed, 16 Jul 2025 13:37:50 GMT

Hi Jonathan,

I have had the exact same situation where I have phoned 5 times and no bags have ever been sent. I’m now close to the deadline to be charged £90 for the router. I have tried to take it to a 3 shop, where it wasn’t accepted, and have even asked for an address to send it to myself.

I’m now out of the country and it’s causing quite a bit of stress for the family members trying to chase this for me.

Any help or advice possible would be greatly appreciated. If I am charged for this box, I have already sent a formal complaint but willing to contact the ombudsman.

Regards, Dave

Re: Need some sort of QR code to return the router but no e-mail arrived

JonathanB — Tue, 22 Jul 2025 12:39:55 GMT

Hi @drs357,

Sorry to hear you've also had a delay with the QR code being received. Did the team follow up with you in the meantime and email you the return info. or do you still need any help with this? Please let me know either way.

Thanks,
Jonathan

Re: Need some sort of QR code to return the router but no e-mail arrived

Kenough — Wed, 07 Jan 2026 21:36:14 GMT

Hi Jonathan,

I am facing the exact same issue as OP, but worse. I have cancelled my contract with three ever since end of October, but unfortunately still no email was sent. I have phoned them more than 4 times ever since, in which each call ended with the workers ensuring they will personally follow up with my case.

However, still no email was sent and I have been billed 350 pounds, and I'm just a student 😭. I have waited about 2 weeks between each call in hopes that there simply was a delay but still I did not receive any email.

Please advise, would mean more than the world to me right now.

Re: Need some sort of QR code to return the router but no e-mail arrived

DavidHh — Mon, 09 Feb 2026 21:36:55 GMT

I’m having the same issue. No QR code sent after 5 days. I can’t get through on the phone line and the shop won’t accept it

Re: Need some sort of QR code to return the router but no e-mail arrived

MichaelP — Tue, 10 Feb 2026 10:06:52 GMT

Hello @DavidHh,

Sorry to hear you've not received this yet.

Please connect with the Home Broadband team via live chat.

If you enter something simple, such as 'Chat to an agent' a few times, followed by selecting 'I want to speak to Three team', a Broadband agent will help with getting this sent over to you.

Thanks,
Michael

Re: Need some sort of QR code to return the router but no e-mail arrived

DavidHh — Tue, 10 Feb 2026 11:39:00 GMT

Hi Michael,

Thanks for the advice, I have done this. I will hopefully receive it again within 2 days. If it doesn’t arrive again is there any follow up advice?

Re: Need some sort of QR code to return the router but no e-mail arrived

MichaelP — Wed, 11 Feb 2026 08:47:36 GMT

Hi again @DavidHh,

Thanks a lot for the update 🙂

If you don't have the QR code within a few days, please let me know here, and I'll look at how this can be arranged for you.

Thanks,
Michael

Re: Need some sort of QR code to return the router but no e-mail arrived

DavidHh — Thu, 12 Feb 2026 10:13:03 GMT

Hi Michael,

Just to say I still haven’t received any email with a QR code. Is there anything else I can do? Or what would you suggest?

thanks in advance.

Re: Need some sort of QR code to return the router but no e-mail arrived

MichaelP — Thu, 12 Feb 2026 10:33:04 GMT

Hi again @DavidHh,

When you spoke to the Home Broadband team on Tuesday, did they confirm that another code had been requested, and did they give a timeframe?

Also, please check your junk folder as we occasionally hear that the email can end up there.

Thanks,
Michael

Re: Need some sort of QR code to return the router but no e-mail arrived

DavidHh — Thu, 12 Feb 2026 11:45:57 GMT

Hi Michael,

yes, the said within 2 days as they mentioned previously. I have checked all my email folders and have no email from the one they mentioned info@mail.poweredbydoddle.com or any other Three email

Re: Need some sort of QR code to return the router but no e-mail arrived

MichaelP — Thu, 12 Feb 2026 12:00:32 GMT

Thanks for confirming this @DavidHh.

I'm sending you a PM to put you in touch with some colleagues to help with this.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael