Whether you need to replace your modem, or you canceled your service, there are a few important details you need to know. Carefully read and follow the instructions below to return your modem successfully and receive a replacement or credit, if applicable.
If you believe your modem is faulty and needs to be replaced, contact technical support first to confirm that your equipment needs to be replaced. Our team will help you determine if your modem can be repaired, and will also confirm that one of the following is true:
If confirmed for replacement, you can have your replacement modem sent to you immediately, or you can ship us your old modem first. Your customer service representative can help you decide the best choice for you.
Important: If you choose to receive your replacement modem first, you must follow the instructions below to pack and return the old modem within 30 days. If you do not, you will be responsible for the full retail cost of the modem. If you return your old modem after the 30 days, you will not receive credit, and the modem cannot be returned to you.
If you purchased your modem from us but your warranty has expired, our technicians can still help you troubleshoot the problem and confirm whether your modem needs to be replaced. If so, you can lease or purchase a new one from us. You can do this one of two ways:
If you have been leasing your modem from CenturyLink, you must pack and return your modem within 30 days from the date you cancel your service. If you do not, you will be responsible for the full retail cost of the equipment.
If you are unable to meet these conditions, CenturyLink will not be able to issue credit or return the modem to you (for instance, if the modem is received more than 30 days after cancelation).
Follow these steps carefully to return your modem and avoid unreturned equipment charges.