Equipment Return Policy- Article no. 1201

Introduction

Equipment Return Information

• All equipment with an MRC must be returned; see full list of equipment charges, here
   
• To avoid unreturned equipment charges, our equipment must be returned prior to, or on the day services are disconnected; charges calculate starting the day of disconnection
   
• Converters and their Remote Controls must be returned
   
• Internal ONTs* a customer can access like a cable modem must be returned
   
  • ONT's are disconnected by the green fiberoptic jack, caution customers not to look into the plug
  • Some ONT's have the green jack hidden behind and access door near the base, (Calix 854G) for these, the access door must first be removed
  • ONT's are not swappable
      *see exception for Hunter St. below
   
• External ONTs in Chicago, IL (Site 14, Co 10) not in a locked case must be returned
   
• In CA, OR and WA, Smart Home Panels must be returned
   

Equipment that Stays with the Property and Customer-Purchased Equipment

• 24-hour EMTA back-up batteries purchased by a customer should not be returned
   
• Internal ONTs located at 4325 Hunter St. remain with the unit, and should not be returned
   
• External ONTs that are not accessible should not be returned
   
• In Texas, Alarm Equipment should not be returned
   

Resolution Steps

Three Ways to Return Equipment

• Customers can drop off equipment at their Local Office**
   
• Customers can visit our website to send a pre-paid Equipment Return Label to their email; a tracking number is provided once the request is submitted
   
• For a fee, a technician can pick up equipment at the service address; see the IR Policy to add all applicable fees
   
  • Technicians cannot provide paper receipts; entering an email address into their handheld device, the technician can send the receipt via email
     
        **No Local Offices in Philadelphia, PA (Site 39, Co 43) or San Luis Obispo, Los Angeles and San Jose, CA
     

Special Information for enTouch, TX HOAs and Non-GPON Symmetrical (formerly Wave G)

• HOAs in enTouch TX except Sidney Bulk coordinate annual opt-out events to collect equipment, which is picked up at their community center
   
• Non-GPON Symmetrical (formerly Wave G):
   
  • Customers can return VDSL modems and routers to a Local Office or by visiting our website to send a pre-paid Equipment Return Label
     
  • All other equipment must be picked up by a technician

Seasonal Disconnect