Returning equipment

If you make certain account changes, including canceling or upgrading, you will have to return some or all of your leased Quantum Fiber equipment. This could include your modem and/or 360 WiFi pods. 

When returning your equipment, make sure to use the email address and account information associated with your Quantum Fiber account to avoid being charged for the equipment.

Start My UPS Return

Video: How to return your equipment

VIDEO 2:58

Equipment to return

These are examples of leased Quantum Fiber equipment that you would need to return, plus all cords and cables that came with them.

top 3 modem models

Gateway modem

Gateway modem

2 styles of WiFi pods

360 WiFi pods

360 WiFi pods

Front view of C5500 or C6500 smartNID

DO NOT RETURN the attached SmartNID. As a network terminal, it should remain in place even if you move or cancel service. You will not be charged for this equipment. This is separate from the WiFi pods shown above.

Steps to return your equipment

  1. Select Start My UPS Return below.

  2. On the UPS returns page, select Continue as Guest. 

  3. Enter the same email address, full name, and phone number used on your Quantum Fiber account to ensure the returned equipment is removed from your account.*

  4. Select a return label option. Use the QR code option if you don't have a printer.

  5. Pack the equipment securely in a box and take it to a UPS shipping location with the return label or QR code.
Start My UPS Return

Note: If you are returning more than four WiFi pods, please divide them into two shipments. You can request another label or QR code by submitting the UPS form a second time.

Return label options

No printer? No problem. Use the QR code option instead when you create your UPS return label.

After entering your name and address on the UPS returns site, you will have two cost-free options: 
 

Print and email your return label: Get a PDF of the label by email, so you can print it yourself. Attach it to the box and drop it off at a UPS Store or pick-up location.

(NO PRINTER NEEDED) - Request a QR code: Get a scannable code by email, then bring it to a UPS Store with your packed boxed. The UPS clerk will scan the QR code directly from your phone screen, print the label, and ship the package.

Why don't we just give a return address? We know some customers would prefer to ship a box to us directly. However, the package needs to have an official UPS return label on it in order to be tracked and correctly linked to your account.

Packing and shipping instructions

Follow these steps carefully so your equipment arrives safely and is processed correctly to avoid additional charges. 
 

  1. Gather any equipment that is leased from Quantum Fiber, with cords. Depending on your setup, you may need to return a gateway modem, 360 WiFi pods, or both. If you have a wall-mounted SmartNID, it stays with the property; PLEASE DO NOT REMOVE IT.

  2. Pack all the equipment in a sturdy box. Use plenty of cushioning material such as bubble wrap, paper padding, or foam to make sure everything is secure and well padded, and securely close up the box with packing tape. 

  3. Fold the printed label at the solid line and attach it to one side of the box. Use a clear shipping pouch or cover the entire label with clear tape. Cover or remove any previous shipping labels on the box.

  4. Drop the box off at any authorized UPS Shipping Center location near you.
Find a UPS Location

Equipment recycling program

Did you know that less than 20% of discarded electronics were recycled worldwide in 2019? We are doing our part to keep e-waste out of landfills, but we can't do it without you! Please follow the return instructions above and the link below to ship your used Quantum Fiber equipment* back to us, and we will refurbish or recycle it—at no cost to you. Thank you for your partnership in this important initiative. 

Recycle Your Equipment

* Please check for a Quantum Fiber sticker or logo on the equipment before returning it to ensure it belongs to us. Note that if your modem is still under warranty or leased and you need a replacement, you need to contact us to order a new one before returning your current modem.

If you have a wall-mounted SmartNID, it stays with the property; PLEASE DO NOT REMOVE IT.

image of "do not remove" sticker found on Instant WiFi equipment

If you have Instant 360 WiFi or Instant WiFi service, you will leave WiFi pods and any other equipment when you move. Look for a sticker like this one to remind you.

 

Please do not remove equipment from your unit.

Quantum Fiber purple Q logo

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