How to return a modem to CenturyLink

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.

Returning a faulty modem

If your modem is under warranty or leased

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:

  • You lease your modem from CenturyLink; OR
  • You purchased your modem from CenturyLink and you have a qualifying tier of CenturyLink @Ease; OR
  • You purchased your modem from CenturyLink and it is within one year of your equipment purchase date.

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 your modem is not longer under warranty

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:

  1. Log in to My CenturyLink and select the option for ordering internet service. Since you already have internet service, you'll see an option for ordering a new modem. Follow the prompts to order your modem.
  2. Chat with our customer service team. Our agents can process your order, and can also tell you about any promotions and how to get the best price on a new modem.

Canceling CenturyLink service

If you lease your modem

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 own your modem

If you purchased your modem from CenturyLink, you will receive billing credit for your returned modem if the following conditions are met:
  1. You canceled service within 30 days of your purchase.
  2. The modem is in new condition.
  3. You follow the instructions below to correctly pack and return the modem.
  4. CenturyLink receives the returned modem within 30 days of the date you cancel service.

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). 

Instructions for packing the modem

Follow these steps carefully to return your modem and avoid unreturned equipment charges.

  1. Pack the return box with the modem/router and all power cables that were supplied by CenturyLink. This includes any cables, remote controls and wireless accessories.
  2. Ensure that your package arrives safely by following these United Parcel Service (UPS) packaging guidelines and procedures:
    1. Use a rigid box with flaps intact.
    2. Remove or cover all markings, hazardous materials indicators, and previous shipping labels from the outside of the box.
    3. Use adequate cushioning material to make sure the equipment stays in place and is well padded. 
    4. Use strong packing tape designed for shipping.
  3. Click the button to print your return label. You will need to enter your account number and name to access and print your label.
  1. Attach the return shipping label to a single side of the box (do not fold or wrap the label).
  2. Drop the box off at any authorized UPS Shipping Center location near you, including:
  • The UPS Store
  • Staples
  • Postnet International Franchise Corp.
  • Postal Annex + Inc.
  • Pak Mail Centers of America
  • Parcel Plus
  • Handle with Care Packaging Store
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