5G Hub return

[KevF]

Can a member of staff please make contact and clarify if the email I'm meant to receive after my contract terminates on the 6/3/26 is a scannable label for the DPD pick point, do I need to write a  return address on the parcel?

It would be so much easier if I could return the hub to the store that issued it, which is what I understood would happen on cancellation.

Re the sim card I assume this will automatically be cancelled on 6/3/26 and i can dispose of it separately?

I've been completely happy with THREE until having to cancel due to no coverage in my area, I feel that I should have at least received an email confirm my cancellation instructions and clear instructions on the hub return but everything has been very vague and my emails ignored.

Could I please have some clarity.

[MichaelP]

Hello @KevF,

Thanks for reaching out here, and I can understand your concern if the instructions weren't clear.

With the return, you just need to package the router.

You won't need to print or label anything, as the DPD drop-off point will scan the QR code that you provide and print a label out for you.

If your cancellation is due on 06/03/26, you may not receive the DPD email until the cancellation is finalised. This email should include the label, instructions, and some info on how to find a drop-off point close to you.

The Broadband plan itself will cancel automatically after the 30-day notice window, and the SIM will become inactive.

Please note that this a Community forum without account access, so if you need swift support, I'd recommend chatting with Customer Services🙂

Thanks,
Michael

[KevF]

Thank you for clarifying Michael.