How to Avoid Equipment Return Fees from Spectrum

If you have an account with Spectrum but your equipment isn’t working or you have found a new provider, you will have to send back your equipment. 

It seems easy enough but sending equipment back without following the exact parameters, and sometimes even following the exact parameters, can leave you vulnerable to bogus equipment return fees. But we can help. 

Equipment from Spectrum

Spectrum has a list of items you need to return when you close your account including things like a modem and router for internet users, receivers, and auxiliary equipment. Remotes and cables that came with your equipment are the only things you do not have to return. 

Note: You should receive a confirmation letter detailing what you need to return based specifically on your services. 

When You Must Return Equipment

There are a few different reasons why you might want to return your equipment from Spectrum.

1. The first is that your equipment simply stopped working but it was still covered under warranty. Many providers will offer a warranty from the time the equipment is installed and if it falls within that time frame, you can return the equipment and get a replacement. But the fine print has very specific parameters for how that equipment is to be returned and when; if it isn’t, they charge you bogus equipment return fees.
2. The second is a situation where you are closing your account with Spectrum so now you have to return the equipment they sent you when you originally opened your account. This leaves you susceptible to the same specific parameters for how and when to return equipment, and what equipment to return, and failure to do so would mean bogus equipment return fees from Spectrum stacked against your account.

How Long Spectrum Gives You to Return Equipment

Under normal circumstances you have 15 days to return your devices based on the terms and conditions of Spectrum, and their parent Charter Communications. As of 2021, however, there is an extended 60-day window for returning Spectrum equipment for people who are in self quarantine or sick.

Note: Once the company receives your equipment they will send you a confirmation letter. If you don’t get one in a timely fashion, that might mean that they are trying to charge you. 

What Happens if You Don’t Return Equipment

If you don’t return your equipment, you will be charged a fee of $200.

How to Return Your Equipment

Spectrum stipulates that in order to return your equipment for internet or television, you can use a few options including a store drop off in person, FedEx return, UPS return, or equipment pick up.

However you return your equipment, make sure to document it — whether by getting a tracking number for packages or a receipt for in-person drop-offs.

By UPS Mail

Spectrum prefers equipment be returned through UPS. According to Spectrum, UPS Stores will handle packaging and shipping for all of your equipment at no extra charge. All you have to do is let them know that you are a Spectrum customer, bring in your equipment to a UPS store, and hold on to the receipt they give you for tracking.

By FedEx

You can also return certain Spectrum equipment using FedEx. Spectrum will likely provide you with a return label that you can attach to a box. The difference between using UPS and FedEx is that UPS will box your equipment for you whereas with FedEx you have to package it yourself and then drop it off at a FedEx location, but not a FedEx drop box. In any case make sure that you get a receipt with tracking confirmation.

Tip:  Not all equipment can be returned via FedEx. Only the following pieces of equipment can be sent back to Spectrum with FedEx:

• Spectrum receivers, including HD and DVR receivers

• DOCSIS 2.0 WiFi gateway devices (modem/router combo)

• DOCSIS 3.0 modems

• DOCSIS 3.0 gateway devices (modem/router combo)

• WiFi routers

• Spectrum Voice modems

In Person 

Spectrum lets you return certain pieces of equipment directly to a Spectrum store. This should be done in the event that you don’t have a FedEx or UPS Store in your area. You should also make sure that when you do this you get a receipt after turning in your equipment.

Pick Up

In the event that you have a disability, you can contact Spectrum to request an equipment pickup by a technician.

Document Your Equipment

No matter which of these you use, make sure that you document the condition of your equipment before you return it on the off chance that Spectrum claims the equipment has been damaged. If you don’t have documentation, and they say it’s damaged, you won’t be able to prove that you weren’t the person who damaged it and you might be on the hook for equipment return fees. 

What Happens if Spectrum *Loses* Your Equipment

Frequently companies like Spectrum will still conveniently *lose* your equipment and then try to come after you for the extra $200 fee, for each piece of equipment lost. At FairShake we want to hear about your experience with bogus fees. 

Did this happen to you? Tell us your Spectrum complaint below…