Contract end = account closed?!

[Trista109]

My broadband contract just end, but then three closed my account?! And I can't access my bills...etc?!

The previous jiffy bag come with the letter say I need to send the router within 5 days I receive the jiffy bag, but my contract ended after those 5 days period, can I still send it with that old jiffy bag? I did request one more jiffy bag as I'm not sure if the shipping label on the old one has expiration date or not, but then my account got closed.  Can't reach support with my account details, what to do now?! 

How do support know I send the router back since my account is closed? 

[JonathanB · Accepted solution]

Hi @Trista109,

I'm sorry for any confusion that has been caused by the cancellation process. Although your account is "closed", we still retain records and will be able to send email notifications. My understanding is that you will receive a confirmation when the device is safely back with us.

When you say old/previous jiffy bag, this was sent when you asked to cancel the same Broadband account? If so, you should be fine to send the router back with this. And we'd recommend to keep the Post Office receipt as a proof you sent the device back.

Thanks,
Jonathan

[Trista109]

It's royal mail 24 tracked jiffy bag I received btw.