How can I return my router if EE won't email a label?

[AnnaWhelan]

I have terminated my EE broadband contract because I have left the UK, but they are still wanting my router back. Fair enough. EE have sent a returns bag but have failed to email me a returns label, despite several repeat requests. I have never, ever received any email from EE, not even a contract, so I suspect they have an incorrect address. Attempts to call say there is a 45 minute wait and I have no intention of staying on the line that long. The house has now been sold and I am 6,000 miles away. As a precaution I have cancelled my direct debit as EE appeared to be still trying to bill me. For a comms company, EE seem to be extraordinarily bad at communicating. Is it time to give up?

[JimM11 · Accepted solution]

@AnnaWhelan Your choice. Make a complaint, request the packaging again and include the corrected e-mail in the complaint!

Return and recycle your EE Broadband or EE TV products | Orders Help | EE

Make a Complaint | Contact Us | EE

[AnnaWhelan]

Thanks JimM11.  I have tried filling in the complaint form, let's see what happens.  It seems odd that you can't contact this company any other way than making a complaint.  I have never managed to view my bill online either, and judging by numerous threads on the subject, I am not alone. 

[XRaySpeX]

If it's listed in following link then follow https://ee.co.uk/help/orders/return-and-recycle-ee-product send the return bag back in a Royal Mail parcel locker.