Equipment return: what to do

Have this ready

• return receipt or tracking number
• store receipt
• equipment serial numbers

Steps for any company

1. Return equipment only by a method that gives a receipt with the serial number.

2. If charged for returned equipment, send the receipt and ask for removal of the fee.

3. Dispute the charge as a billing error if the company does not remove it.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (20)

Internet, cable, satellite and home phone

• Astound BroadbandReturn equipment on or before the disconnect date, at a local office or by prepaid FedEx; keep the tracking number.
• CenturyLinkReturn leased equipment by UPS within 30 days; CenturyLink stores do not accept returns.
• DIRECTVReturn only what the agent says, with DIRECTV's prepaid shipping, and keep tracking.
• DISHReturn leased equipment within 30 days; equipment counts as returned only when DISH receives it.
• FrontierReturn within 30 days at The UPS Store with the QR code, or by prepaid mailer at a UPS location; keep the receipt.
• gFiberReturn equipment within 60 days after service ends or pay the replacement fee.
• KineticReturn a rented modem within 30 days after service ends or pay $100.
• MediacomReturn all equipment within seven days after service ends.
• OptimumReturn equipment promptly at an Optimum store and keep the receipt; unreturned items are charged per the fee schedule.
• SpectrumReturn leased equipment to any Spectrum Store, or to The UPS Store after contacting Spectrum; keep the receipt.
• StarlinkReturn hardware within the 30-day trial for a full refund; the trial covers hardware, not free service.
• WOW!Return by the due date in the return email, by prepaid label or drop box, and get a tracking receipt.
• XfinityReturn by store or prepaid UPS label, keep the receipt, and ask for removal of any unreturned equipment fee.

Wireless carriers

• AT&TReturn a new device within 14 days. Send back an old device you owe AT&T within 30 days.
• Cricket WirelessReturn devices within 7 days. Online orders go back by mail; store purchases go back to the same store.
• Google Fi WirelessReturn a phone bought from Google Fi within 15 days of delivery through Google Store order history.
• Straight Talk WirelessDevices bought online can be returned within 30 days of delivery, with no restocking fee; you pay return shipping.
• T-MobileReturn a new device within 14 days (store purchase) or 20 days after shipping (phone or online); return Home Internet gateways promptly with the prepaid label.
• VerizonReturn devices within 30 days of purchase ($50 restocking fee). Return Verizon-owned home equipment within 30 days after cancellation.
• VisibleReturn a device within 14 days of purchase. Get the prepaid label in chat.

Guides

• Wireless carriers — how complaints work
• Internet, cable and satellite TV — how complaints work