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

[PeterSmithson]

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.

[DavidHh]

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

[MichaelP]

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

[DavidHh]

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?

[MichaelP]

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

[DavidHh]

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. 

[MichaelP]

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

[DavidHh]

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

[MichaelP]

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

[PeterSmithson · Accepted solution]

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.