Return GFiber Equipment and Devices
If you cancel your service, change your plan, or move to an area that is not yet eligible for GFiber internet yet, you may need to return your devices.
Equipment Return Requirements
Not all equipment needs to come back. To see exactly which devices are required for return:
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Check your email: We will send a specific list of equipment to return.
- Leave the Fiber Jack behind: Please leave the Fiber Jack (the small white box on your wall) and any inside wiring where they are. Removing or damaging the Fiber Jack may result in a replacement fee.
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Upgrades vs. Cancellations: If we are upgrading your service (e.g., replacing an old modem with a newer model), you typically need to return the old device to avoid a fee. If you are not canceling service but were asked to return equipment, it is likely part of this equipment refresh.
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Keeping equipment: If you choose not to return the equipment, you will be charged a replacement fee. You can view the fee schedule here. Once the fee is paid or the device is returned, your account closure/change will be finalized.
FedEx Store Return (Easiest - No box needed)
This is a free service where FedEx handles the packaging for you.
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Request a Return Material Authorization (RMA) QR code through the GFiber Returns Portal.
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Fill in your information (name, email, address, and phone number), ensuring that it matches your GFiber account information.
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An email should should arrive within 5 minutes. Be sure to check your spam folder.
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At the store, show the QR code on your phone. If the code won't scan, the associate can manually enter the RMA number from your email.
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To find your nearest location, check the FedEx Office store locator.
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- A return confirmation email will be sent from GFiber once your return has been processed.
FedEx Drop Box Return (Self-shipping)
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Request a shipping label through the GFiber Label Portal.
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Fill in your information (name, email, address, and phone number), ensuring that it matches your GFiber account information.
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An email should should arrive within 5 minutes. Be sure to check your spam folder.
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Print the label and attach it to your box. If you don't have a printer, you can take your device to a FedEx Office store, and they can print the label from your email for you.
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Bring the packaged device(s) you’re returning to any authorized FedEx Drop Box location.
GFiber Retail Location Return
If you live near a GFiber retail locattion, you can drop off equipment in person during business hours.
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Bring your device(s) to a GFiber Space — no box or label is required.
- To find your nearest location, check the visit a GFiber Space or Kiosk article.
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Give the device(s) to the GFiber team member.
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A return confirmation email will be sent from GFiber once your return has been processed.
It usually takes a few business days for our warehouse to process your return once it arrives. To help things move along quickly, we recommend shipping each device in its own separate box. Putting everything in one box can sometimes cause a delay and trigger automatic reminder emails.
A few tips to keep things simple:
- Hang on to your receipt: Always keep your FedEx tracking receipt as proof of your return.
- Handed it to a technician? If you gave your equipment to a technician during a service visit, please contact us to confirm your account was updated.
If you choose to keep the equipment, you will be charged a replacement fee (see the fee schedule here). Once the fee is paid, no further action is required to finish your cancellation.
If you received a self-install kit: To avoid downtime, keep using your current gear until you set up your new equipment. You will receive an email when it is time to return your old equipment. (Just remember the 60-day return window applies!)
If a technician is upgrading your service: The technician may take your old equipment with them and you won't need to ship anything back
There are a few reasons you may need to return equipment:
- Plan Upgrades or Downgrades: When you change your speed (for example, moving from 1 Gig to 2 Gig or 5 Gig), the new plan often requires a different, more powerful router or "Network Box." Since your current device is essentially a rental provided with your specific plan, it must be returned so we can update your account and avoid an unreturned equipment fee.
- Equipment Retirement: Technology moves fast. Occasionally, we retire older models (like the original GFiber Network Box) in favor of newer standards like Wi-Fi 6E. We’ll send you the new hardware to ensure you get the speeds you’re paying for, and we ask for the old hardware back so we can responsibly recycle it.
- Replacing Defective Gear: If we sent you a replacement for a device that wasn't working correctly, we need the original broken unit back. This allows our teams to troubleshoot the hardware and ensures the older devices don't stay active on your account.
We'll send you an email with a specific list of any equipment you need to return. If you don't see your device on that list, please read our equipment recycling guidelines to learn the best ways to safely handle your old gear.