Spectrum: equipment return

Collect

• store or UPS receipt listing the equipment
• serial numbers

Steps

1. Return modems, routers, receivers and other leased equipment to any Spectrum Store. To use The UPS Store, contact Spectrum first.

   OnlineAfter disconnecting your services (equipment return at a Spectrum Store or The UPS Store)

2. Keep the receipt until the equipment is removed from the account. If an unreturned equipment fee appears, send the receipt by chat.

   ChatSpectrum chat for customer support and outage information

More contacts for this issue

Facts you can cite

• Policy

  After disconnecting or downgrading, the customer is responsible for returning leased equipment, at any Spectrum Store or through The UPS Store after contacting Spectrum; an unreturned equipment fee may be charged. Hawaii has a different return process.

  Source: spectrum.net, verified 2026-10-12

• Process

  Before arbitration, a party must send a written "Notice of Intent to Arbitrate" describing the claim and relief sought; if no agreement is reached within 30 days after the notice is received, either side may start arbitration. Small claims court is carved out.

  Source: spectrum.com, verified 2026-10-12

• Deadline

  A subscriber can opt out of arbitration by letter to the Arbitration Notice Address within 30 days of the date the provision took effect for existing customers or the date the customer first subscribed.

  Source: spectrum.com, verified 2026-10-12

• Policy

  Charter and Cox Communications completed their transaction (announced August 20, 2026). The parent will be renamed Cox Communications within a year but keep operating as Spectrum, and Spectrum's Customer Service Commitments (including credits for outages longer than two hours) will reach Cox customers within a year.

  Source: sec.gov, verified 2026-10-12

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   PhoneSpectrum residential customer service (complaints about service quality or equipment) +1-855-757-7328

2. Retention team

   PhoneSpectrum customer service line given by Spectrum moderators for cancellation (1-855-70-SPECTRUM) +1-855-707-7328

   Spectrum moderators route cancellations to the Customer Solutions team at 1-855-707-7328.

3. Written complaint

   ChatSpectrum chat for customer support and outage information

   Spectrum publishes no complaint mailing address; a chat transcript is the written record.

4. Federal regulator

   RegulatorFederal Communications Commission, Consumer Complaint Center +1-888-225-5322

5. State agency

   Your state’s utility commission. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

6. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

7. Arbitration

   MailNotice of Intent to Arbitrate (and arbitration opt-out letter) VP and Associate General Counsel, Litigation, Charter Communications, 12405 Powerscourt Drive, St. Louis, MO 63131

   Send a Notice of Intent to Arbitrate first; either side may start arbitration if the claim is not resolved within 30 days after the notice is received.

Watch out

Related

• Equipment return at other companies
• How Spectrum complaints actually go (dossier, checked 2026-10-12)
• Internet, cable and satellite TV — how complaints work
• Spectrum: billing error
• Spectrum: bill went up
• Spectrum: lower a recurring bill
• Spectrum: cancellation problem
• Spectrum: outage credit