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Have not received return bag for wifi hub router

First Timer
Message 3 of 3

Me and my flat mates have cancelled our home wifi plan because we are all moving so the only thing we are waiting for is the return bag for the router. It’s been nearly a month since we have cancelled the service but still no return bag for the router?? Really feel this should be a priority for customers, especially when you charge for a late return fee of said router. Can anyone give us any clarification of when we might expect this return bag or why it would take so long to come to us? 


Thanks 🙏 


Support Team
Message 1 of 3

Hi @Lharr57


Thanks for your post.


If you would like us to look into this, please can you update your community profile to include your home telephone number, we will then be able to have a look at your  account.

To do this go into 'my settings' then 'personal information' then add your details.




Community Star
Message 2 of 3

Staff can't identify you unless you complete your community forum profile details, @Lharr57.


Please go via your avatar/name; settings; Profile Wizard. 


They will then be able to identify the account and home address to send it to.


Never publish these details on the open forum pages. 


Chat is available if you need to communicate sooner, if you scroll down on this page:


Forum staff reply Monday to Friday and it can take a couple of days to get a response. 


Gliwmaeden2, a fellow customer.