Can I dispute a modem return fee?

Yes, if you returned the equipment. Contact your provider with your tracking number, receipt, and serial number photos. If the provider will not correct it, this type of issue may be something the CCTS can help with.

Can CCTS help with an unreturned equipment charge?

If you returned the equipment, provided proof, and the charge was not removed, the CCTS may be able to help. Filing is free. The CCTS decides whether each complaint fits its mandate.

Modem Return Checklist Canada: Avoid Extra Charges After Cancelling Internet

Q: What proof should I keep when returning internet equipment?

Keep photos of the equipment including serial numbers, the tracking number, the drop-off receipt, a copy of the return label or email, your cancellation confirmation, and delivery confirmation.

Quick answer: When you cancel, move, switch internet providers, or swap equipment in Canada, do not just unplug the modem and forget about it. Ask your provider what must be returned, take photos of the equipment and serial numbers, keep the tracking number or store receipt, and check your final bill. Many providers use a short return window, often 30 days, but some are shorter. If you are charged for equipment you returned, contact the provider with your proof first. If the issue is not fixed, CCTS may be an option.

This is a general consumer guide, not legal advice. Equipment return rules vary by provider, province, service type, and account. Always follow the return instructions from your provider.

Start with the tool below

Pick your provider, equipment, return method, and proof. The result tells you what to do next before you pack the box.

Return Deadline Reminder

Enter your cancellation date to see an estimated return deadline. Many providers use a 30-day window, but always check your provider’s email or account instructions for the exact date.

Cancellation or equipment swap date

Equipment return problems are one of the most common complaints after cancelling internet service in Canada. A missing tracking number, a forgotten Wi-Fi pod, or a power cord left out of the box can all lead to an unexpected charge on your final bill. This checklist helps you avoid those surprises. If you are also thinking about switching providers, see our guide to switching internet providers in Canada.

Full Equipment Return Checklist

Before cancelling or switching

Ask the provider what equipment must be returned Ask how it must be returned (mail, store, pickup) Ask for the return deadline Ask whether a return label or box will be sent Save the cancellation confirmation email and reference number

Before packing

Take photos of all equipment (front and back) Take photos of serial numbers, MAC addresses, and model labels Write down which items are going back Include power cords, remotes, pods, and adapters Do not return equipment the provider told you to recycle or keep Ask before returning fibre terminals, ONTs, or wall-mounted equipment

Before shipping or drop-off

Use the provider’s approved return method Cover old labels if reusing a box Keep the tracking number Keep the drop-off receipt Take a photo of the packed box and label Save the return email or waybill

After return

Check tracking until delivered Save delivery confirmation Check the next 1 to 2 bills for equipment charges Contact the provider quickly if a charge appears Save any case number from the follow-up

0 of 22 items checked

What Equipment Usually Needs to Be Returned

This varies by provider, but equipment that is typically rented or loaned may include: modem, gateway, router, Wi-Fi pods or extenders, TV boxes, remotes, power cords and adapters, rental mesh equipment, mobile internet hardware, and some business equipment.

Do not remove wall-mounted equipment unless asked

Do not remove fibre wall jacks, installed cabling, outside boxes, ONTs, or wall-mounted panels unless your provider specifically tells you to. When in doubt, ask first. Removing installed equipment can cause damage and may not be necessary.

Provider Equipment Return Info

The table below is a starting point, not a replacement for your provider’s return email or account notice. Return methods can vary by province, account type, service type, and whether the account is with a main provider or a reseller. Always follow the instructions sent to your account.

On mobile, scroll sideways to see the full table.

Provider	Common return deadline	Specific return caution
Bell	Often 30 days after disconnection	Use Bell’s residential return instructions or return form. Do not assume a Bell store can accept residential modem returns. Keep the tracking number until the account is credited.
Rogers	30 days after the work order is completed	Rogers says stores and technicians do not accept equipment returns. Use the waybill or prepaid return method Rogers gives you.
Rogers together with Shaw	Usually around 30 days, but check the work order or return email	Use the return label, courier instructions, or account instructions sent to you. Do not rely on old Shaw return habits without checking your current notice.
TELUS	Often 30 days, but confirm in My TELUS or your return email	TELUS may send a postage-paid waybill or Canada Post instructions. Do not remove wall-mounted fibre equipment unless TELUS specifically tells you to.
Videotron	Often 30 days	Videotron often uses store returns for rented or borrowed equipment. Ask about mail return if you cannot get to a store or have accessibility needs.
Eastlink	30 days if the equipment is on Eastlink’s return list	Eastlink says to box required equipment with power cords and remotes. Ethernet and HDMI cables do not usually need to be returned.
Fizz	15 days after unsubscribing from Home Internet	Fizz says the Wi-Fi modem and power cable must be returned, normally at a Videotron store unless support gives another option. Keep the store receipt.
Cogeco	Check your return email or account instructions	Cogeco uses a UPS return form and UPS Store or Access Point drop-off in Canada. Write down the UPS tracking number.
SaskTel	10 working days for equipment listed as returnable, unless SaskTel gives a specific due date	Check SaskTel’s return versus recycle list. Some equipment should be returned; some can be recycled and does not need proof.
Bell MTS	Check your Bell MTS return notice	Bell MTS lists Canada Post return ID PR291562 and may also use Purolator if a Purolator label is provided. Keep the tracking number until the credit appears.
oxio	Check your account or support instructions	Return loaned or leased equipment only as instructed. Sending back equipment by itself does not cancel service.
TekSavvy	Depends on whether the hardware was rented, purchased, loaned, financed, or part of TV service	Contact TekSavvy before sending equipment back so you do not return the wrong item or miss a term.
Other provider or reseller	Check provider instructions	Ask for the exact return deadline, return address or ID, approved carrier, and a written list of equipment to return.

Common Mistakes That Lead to Extra Charges

Returning the wrong modem after an equipment swap (the old one and the new one can look the same)
Forgetting Wi-Fi pods or extenders
Forgetting power cords, adapters, or remotes
Losing the tracking number after shipping
Dropping equipment off at a store without getting a receipt
Sending equipment back without provider approval or a return label
Waiting until after the deadline to ship
Reusing a box without covering old barcodes or labels
Assuming that cancelling service automatically closes the equipment return
Ignoring the final bill
Throwing out return proof before the charge is fully cleared

What to Do If You Are Charged After Returning Equipment

Find the equipment charge on your bill. Look for “unreturned equipment,” “non-return fee,” “lost equipment,” or similar wording.
Gather your proof: tracking number, shipping receipt, delivery confirmation, photos, and serial numbers.
Contact your provider in writing if possible (email, chat, or web form).
Ask them to open an equipment return investigation using your tracking number.
Ask for the charge to be removed or credited once the return is confirmed.
Ask for a case number or interaction ID and save it.
Check the next 1 to 2 bills to confirm the credit appeared.
If unresolved, use the complaint letter generator or read our bill dispute guide.

Copy-and-Paste Scripts

Ask what equipment to return before cancellation

Hi, I am planning to cancel my internet service. Could you please confirm what equipment I need to return, how to return it, and the deadline? My account number is [number]. Thank you.

Ask for a return label or instructions

Hi, I cancelled my internet service on [date] and I need a return label or return instructions for my equipment. I have not received anything yet. My account number is [number]. Thank you.

Dispute a modem return fee after equipment was returned

Hi, I returned my internet equipment on [date] using [Canada Post/FedEx/store drop-off]. The tracking or receipt number is [number]. The serial number of the returned equipment is [serial]. My latest bill includes an equipment non-return fee of [amount]. Could you please confirm receipt of the equipment and remove this charge? My account number is [number]. Thank you.

Follow up after tracking shows delivered

Hi, I returned my internet equipment on [date] and tracking shows it was delivered on [date]. I want to confirm that my account has been updated and that no equipment charges will be applied. My tracking number is [number] and my account number is [number]. Thank you.

Ask for a final bill correction

Hi, I am reviewing my final bill and I see an equipment charge of [amount] even though I returned the equipment on [date]. The tracking number is [number]. Could you please review and correct my bill? My account number is [number]. Thank you.

Escalation before CCTS complaint

Hi, I have contacted [provider] about an equipment return charge on [dates] and received case numbers [numbers]. I returned the equipment on [date] with tracking number [number] and the charge has not been removed. I am writing to give [provider] one more chance to resolve this before I consider filing a complaint with the CCTS. Please respond within 10 business days. My account number is [number]. Thank you.

When a Modem Return Charge May Become a CCTS Issue

If you returned your equipment, have proof, and your provider still will not remove the charge after you have contacted them, the CCTS may be able to help. The CCTS handles many fixed internet complaints related to billing, cancellation, credit management, and collections. Filing is free and takes about 15 minutes.

Before filing, make sure you have contacted your provider, provided your tracking and proof, asked for a case number, and given them a reasonable chance to review. If the provider sends the disputed amount to collections, the CCTS may also be relevant. The CCTS decides whether each complaint fits its mandate.

Check Your Final Internet Bill

After cancellation, check your final bill carefully for:

Service charges after your cancellation date
Pro-rated refund for prepaid monthly service (the CRTC Internet Code requires pro-rated refunds for unused days)
Early cancellation fee if your contract was still active
Installation, activation, or account fees
Equipment non-return fee
Missing credits
Taxes
Balance owing or refund amount

The CRTC Internet Code says a provider must not charge for internet service that cannot be provided after cancellation. If you see service charges after your cancellation date, contact the provider.

May 2026 update: CRTC consumer protections are changing

Certain extra fees to activate, change, or cancel internet and cellphone plans are scheduled to be removed starting June 12, 2026. Self-service cancellation rules are scheduled for April 26, 2027. These changes do not mean you can skip equipment return. Always check your provider’s return deadline and keep proof.

Printable Return Record

Fill in the details below and print this as a record of your equipment return.

Equipment Return Record

Provider:

Account number:

Cancellation date:

Return deadline:

Equipment returned:

Serial numbers:

Tracking number:

Drop-off date:

Delivery confirmed:

Case number:

Final bill checked:

Charge removed:

Related Guides

Frequently Asked Questions

In most cases, yes. If you are renting or borrowing equipment from your internet provider, it typically needs to be returned after cancellation. Check your cancellation email or provider account for specific instructions. If you purchased the equipment outright, you usually do not need to return it.

Many Canadian providers use a return window of around 30 days, but this varies. Bell, Rogers, TELUS, Videotron, and Eastlink all reference approximately 30 days in their support pages. Always check your provider’s specific instructions because deadlines can change.

If you do not return rented equipment by the deadline, your provider will likely charge a non-return fee. The amount varies by provider and equipment type. The charge may appear on your next bill or final bill.

Keep photos of the equipment (including serial numbers), the tracking number, the drop-off receipt, a copy of the return label or email, your cancellation confirmation, and delivery confirmation. Do not delete or throw away any of this until the charge is fully cleared from your account.

Yes. Most providers require all associated accessories to be returned, including power cords, adapters, remotes, and cables. If you are unsure which items to include, ask your provider before shipping.

It depends on the provider. Bell and TELUS do not accept returns at retail stores for residential equipment. Rogers stores generally do not accept equipment returns either. Some providers may allow store drop-off. Always confirm with your provider before going to a store.

Contact your provider with the tracking number and delivery confirmation. Ask them to open an equipment return investigation. It can take 1 to 2 billing cycles for a credit to appear. If the charge is not removed after you provide proof, consider using our complaint letter generator.

Yes, if you returned the equipment. Contact your provider with your tracking number, receipt, and serial number photos. Ask for the charge to be removed. If the provider will not correct it after you provide proof, this type of issue may be something the CCTS can help with.

If you returned the equipment, provided proof to your provider, and the charge was not removed, the CCTS may be able to help as a billing or cancellation dispute. Filing is free. The CCTS decides whether each complaint fits its mandate.

You should continue to pay any charges that are not part of the dispute. For the disputed equipment charge, contact the provider in writing and ask how the charge will be handled while it is being reviewed. If you file with the CCTS, the CCTS will decide whether your complaint fits its mandate.

Generally, no. Do not remove fibre wall jacks, ONTs, installed cabling, or wall-mounted equipment unless your provider specifically tells you to. Removing these can cause damage. Ask your provider what needs to be returned and what should stay.

Keep all return proof (tracking number, receipt, photos, serial numbers, delivery confirmation) until the equipment charge is fully cleared from your account. A safe approach is to keep proof for at least 6 months after your final bill is settled, in case a late charge or collections issue appears.

Sources checked May 2026:

Provider policies can change. Always check your provider’s current return email, account notice, contract, or support page before relying on a general guide.

Modem Return Checklist Canada: Avoid Extra Charges After Cancelling Internet

Modem Return Checklist Builder

Return Deadline Reminder