Help Center

Cancel gFiber Service & Account FAQs

Learn how to cancel your gFiber account, return equipment, manage final bills, and pause service.

To cancel your gFiber service, contact gFiber customer support with your Support PIN ready. You have 60 days from account cancellation to return all gFiber equipment at a local gFiber Space or FedEx location.

Cancel active gFiber service

To process an account cancellation request, contact a gFiber representative directly. Have your gFiber Support PIN ready before contacting support.
  1. Locate your Support PIN in your account profile.
  2. Contact a gFiber representative directly by your preferred contact method (live chat, email, or phone).
  3. Inform the representative that you wish to cancel your service.
  4. Confirm your cancellation date with the representative.

You will receive a confirmation email with details on your cancellation date and equipment return instructions.

Pause gFiber service

If you need to suspend service temporarily rather than cancel permanently, contact gFiber customer support to discuss temporary suspension options.

Understand final bill timing

Your last statement arrives on your standard monthly billing date after all required equipment is returned.

For example:
  • Your monthly billing date is the 20th.
  • You cancel service on January 25.
  • You return your equipment on February 10.
  • Your final bill arrives on February 20.

Understand prorated billing and refunds

gFiber does not offer prorated billing for partial months, but you will receive a refund for any unused prepaid days after service is canceled and equipment is returned. Even if service is canceled on the first day of your billing cycle, your account is initially charged for the full month. Once all cancellation steps are complete, a final statement issued on your next billing date will reflect any credit balance owed to you.

To receive a credit refund:
  1. Contact gFiber support to cancel your account.
  2. Return all gFiber equipment within 60 days.
  3. Pay any remaining outstanding balances.
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Refund credits are automatically issued to your primary payment method within 19 days of your final statement. ACH transfers and specific financial institutions may take additional processing time.

Cancel phone number transfer

If you previously scheduled a telephone number port to a Fiber Phone product but need to cancel the request, contact gFiber customer support immediately.

Return gFiber equipment

When you cancel service, change your product setup, or relocate outside a gFiber coverage area, return all listed hardware within 60 days to avoid unreturned equipment fees. Following cancellation, check your inbox for an email specifying the exact items requiring return. Review our complete equipment return guide for detailed packing instructions and store locations.

Select one of the following return methods:
  • FedEx Office store (QR code): Free service. Bring your hardware and the email QR code to any FedEx Office location. Packaging is provided at no cost.
  • Authorized FedEx Drop Box (prepaid shipping label): Attach the prepaid shipping label provided in your cancellation email to a secure shipping box and drop it off at an authorized location.
  • Local gFiber Space: Free service. Drop off your devices at a local gFiber Space location. No packaging or pre-printed label is required.