How to return a CenturyLink modem

If you need to return a modem to CenturyLink, it is important to follow the packing and shipping instructions below, to ensure your package is processed correctly and avoid any unreturned modem fees. 

Select the button to start the return label process. On the UPS site, click "Continue as Guest" and then follow the instructions to get your return label.

In addition, see a few special notes that apply if you are canceling service, returning a faulty modem, or have connected service with a self-provided modem

Return label options

After entering your name and address on the CenturyLink returns site, you will have three options. Don't have a printer? Not a problem. There are a few options that don't require printing.
 

  • Print and email your return label: The label will be emailed to you as a PDF, so you can print it right away or print it later. You can even bring that email to a UPS Store and ask them to print it for you.

  • Request a QR code: You will get a digital code that you can bring to a UPS Store along with your boxed modem. The store clerk will scan the code and print your return label, then ship the package.

  • Have a return label mailed to you: You will receive your printed label by US mail within 1-2 weeks.

Packing and shipping instructions

Next, follow these steps carefully to ensure your package arrives safely and is processed correctly, to avoid unreturned equipment charges. 
 

  1. Gather your modem/router and all cords that were supplied by CenturyLink. Also include any wireless accessories that you received from CenturyLink.

  2. Pack these items in a rigid box with flaps intact. Use cushioning material to make sure the equipment stays in place and is well padded. 

  3. Close the box with strong tape designed for shipping.

  4. Cover or remove previous shipping labels on the outside of the box.

  5. Fold the printed label at the solid line. Attach it to a single side of the box in a clear shipping pouch or covering the entire label with clear shipping tape.

  6. Drop the box off at any authorized UPS Shipping Center location near you.

Wondering why we can't simply provide the return address? It's because the package needs to have the official UPS return label on it in order to be tracked and correctly linked to your account.

Special instructions


If you lease your modem

If you lease your modem from CenturyLink, you must pack and return the 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 own your modem

Not sure what to do with your old modem? You can send it back and we will be happy to recycle it for you.

If you purchased your modem from CenturyLink recently, you can be refunded for your returned modem in some cases. The following conditions must be met in order to receive credit:

1. You canceled service within 30 days after your purchase.
2. The modem is in new condition.
3. You follow the instructions above to correctly pack and return the modem.
4. CenturyLink receives the returned modem within 30 days after the date you cancel service.

If you recently subscribed to internet service and opted to use a non-CenturyLink modem to connect, you can return the CenturyLink-provided modem. We strongly recommend that you complete set-up and installation to verify that your own modem works with our network before sending the CenturyLink modem back to us.

If you leased the CenturyLink modem

 

You may return a CenturyLink modem leased to you if:

  1. The modem is in new, working condition.
  2. You follow the instructions above to correctly pack and return the modem.

Once CenturyLink receives the returned modem, your lease will be canceled. After sending the modem back, if you do not see the lease cancelation take effect after 30 days, please chat with us.

If you purchased the CenturyLink modem

 

You may return a CenturyLink modem that you purchased if:

  1. You are requesting the return within 30 days of purchase.
  2. The modem is in new, working condition.
  3. You follow the instructions above to correctly pack and return the modem.

Once CenturyLink receives the returned modem, a credit will be issued. After sending the modem back, if you do not see the appropriate credit on your bill after 30 days, please chat with us

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 confirm that one of the following is true:

  • You lease your modem from CenturyLink; OR
  • You purchased your modem from CenturyLink and you are covered by CenturyLink @Ease; OR
  • You purchased your modem from CenturyLink within the past year.

 

If your modem is under warranty or leased

 

If confirmed for replacement and under warranty, we can send your new modem immediately. Or, some customers may prefer to send us their old modem first before we ship the new one. Your customer service representative can help you decide the best choice for you.

Important:  If you opt to receive your replacement modem first, you must follow the instructions above 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 your modem is no longer under warranty

If your warranty has expired, our technicians can still help you troubleshoot the problem and confirm whether you need a new modem. Your agent can tell you how to get the best price on a new modem with any available promotions, and help you decide whether to lease or purchase. Chat with our customer service team to get started.

Not sure what to do with your old modem? Send it back and we would be happy to recycle it for you.

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