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.

[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.

[JonathanB]

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

[drs357]

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

[JonathanB]

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