Returning 5G hub when switching broadband provider - Envelope Request

[Wishawpubs2]

I'm in the process of switching my broadband from Three to another provider using a One Touch Switch request.

I've received an email from Three requesting I return the 5G hub, and I should request a returns envelope. I've clicked on the link in the email and I don't see any obvious way to do so. I have had an online chat but they weren't able to help.

My question is will the envelope be sent out automatically when my service has been terminated, or do I need to wait until after the termination date and try requesting one then?

[JonathanB · Accepted solution]

Hi @Wishawpubs2,

Sorry for any confusion here. I've checked out the One Touch Switch processes and you should receive return instructions by email including a DPD QR code you can use at a DPD drop off location, or local DPD pick up shop. This should be sent to you normally one working day after the Three services are disconnected.

Thanks,
Jonathan

[Wishawpubs2]

Thanks for confirming.

[JonathanB]

No worries at all, let me know if you need any more help with this.

Thanks,
Jonathan