How do I return my Wi-Fi modem?

Pack the modem carefully
Have your return ID number handy
Head to a Canada Post deposit location
If your modem is broken or lost

Due to the current context at Canada Post, there may be additional delays in receiving the return of your Fizz modem. Rest assured that your cancellation request will be processed without any issues. We appreciate your understanding and patience.

 

1.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. Pack the modem carefully

    Important: Make sure that nothing is taped on the modem, and its barcode is legible.

    Find a box that is not too big to make sure the modem is snug and not tossed around. A box of size 12 ¼ x 9 ¼ x 5 ¼ inches is ideal. The box must also be sufficiently sturdy, so the modem is well protected. Canada Post has guidelines on the best way to wrap a package for shipping.

     

  1. Have your return ID number handy

    Download, print or write down your return ID number. Canada Post will need this number to print your free return label.

    Hint: The return ID number is written right under the barcode:

     

    There are two ways to find your return ID number:

    1. In the confirmation email you received when you unsubscribed from Fizz.
    2. In your Fizz account: Once signed in, go to My plans > Manage > Unsubscribe.  Below the button that says “Cancel my unsubscription”, click on See instructions for returning my Wi-Fi modem.

     

    You can find the returning instructions at My plans > Manage, as long as the unsubcription process is pending or completed.

     

     

     

  1. Head to a Canada Post deposit location

    Once your Wi-Fi modem is packed and your return ID number in hand, head to a Canada Post deposit location. Find a deposit location

    A free return label with your contact info will be printed by Canada Post and affixed on the box.

     

    Keep the receipt with the tracking number that Canada Post gives you; it’s the only proof for the return of your modem.

  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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