Please note that the Canada Post strike is not affecting delivery times.

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How do I return my Wi-Fi modem?

Go to a Vidéotron store to return your modem
If your modem is broken or lost

Due to the Canada Post strike, please ignore the return instructions you receive in your Fizz account and follow these special instructions instead. 

 
In what context is a modem return required?
 
Cancellation

If you decide to end your subscription, you must return the modem that was loaned to you free of charge by Fizz. The return must be done by mail, following the procedure described below.
 

Defective equipment

If you suspect your modem is defective:

  • An agent will perform a few checks with you via chat.

  • If a defect is confirmed, a service appointment will be scheduled by one of our agents so that a technician can inspect the modem at your home.

  • If the issue is confirmed and not caused by misuse, the modem will be replaced at no cost.

  • If the defect is due to misuse, the following fees will apply:

    • Service call fee: $60 (plus applicable taxes)

    • Modem replacement fee: $225 (plus applicable taxes)
       

Lost or stolen equipment

If your modem is lost or stolen:

  • You obviously won’t be able to return the device.

  • A service appointment will be scheduled by one of our agents to provide you with a new modem.

  • The following fees will apply:

    • Modem replacement fee: $225 (plus applicable taxes)

    • Service call fee: $60 (plus applicable taxes), if you remain a Fizz customer.

Note: If a refund is due, these fees will be deducted from the reimbursed amount.

In the case of a cancellation, know that based on the date you unsubscribe from your Home Internet plan:

  1. You have 15 days to return your Fizz Wi-Fi modem (and its power cable). Failure to do so means you will be automatically charged the modem replacement fee, as per your Services agreement. If you are charged this amount but do end up sending us back the modem, then no worries, you will be automatically refunded.
  2. Once your modem is returned, it will take (approximately) 4-6 weeks to receive, if applicable, your prorated refund for the monthly fee you paid based on the days left, if any, in your payment cycle.

 

 
  1. Go to a Vidéotron store to return your modem

    Due to the Canada Post strike, you need to drop off your modem at a Vidéotron store.

    Find a Videotron store 
     

    • The Vidéotron representative will give you a receipt confirming the return of your modem. Keep it safe. 
    • Once the modem is received at our warehouse, you will receive an email confirming its receipt. 
    • If you are unable to visit a Vidéotron store, please contact our customer service. We will be happy to find an alternative solution with you. 

     

    Please ignore any other return instructions you receive in your Fizz account. 

  1. If your modem is broken or lost

    Damaged or missing modem upon return

    If you return a modem as part of a cancellation and:

    • We find that the device is damaged upon inspection, or

    • The box received does not contain your modem,

    a replacement fee will apply:

    • Modem replacement fee: $225 (plus applicable taxes)

    These fees are in accordance with the terms of your Service Agreement.


    If a refund is due, this amount will be automatically deducted from it.

     

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