Returning Your Ting Internet equipment

Switching up your internet equipment and need to return it? We've got your back. There are two options for returning equipment:

  • FedEx pickup
  • FedEx drop-off

Both return options are paid for by Ting.

 

  • Wireless routers and/or range extenders (Rentals only)


    mceclip2.pngwap6804-1-front.jpg

    Please return both the unit and its power adapter. You do not need to include the box, Ethernet cable, or any documentation.


    Apple TV (Rentals only)

    Please return the unit, the remote control, and all included cables.
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  • ONT

    The ONT is the small box installed in your home or business, similar to the pictures below. The ONT should be left installed in it's current position. If you're moving out, unplug it from the electrical outlet but leave the power cable attached to the unit itself. mceclip0.png



    Calix 844G (Charlottesville, VA only)

    A small number of customers in Charlottesville use the larger 844G ONT and router combo pictured below. This equipment should be left on-site as-is. The fiber line is wired directly into the equipment, and we do not recommend attempting to move or detach it.
    mceclip1.png

 

Things to Note Prior to Pickup/Drop-Off

Before Drop-Off:

  • The item can only be dropped off at a staffed FedEx location. It cannot be a dropbox.
  • We do not accept drop-offs to any Ting office or warehouse.
  • We cannot send a field technician to pick up the equipment.

Before Pickup:

  • FedEx asks for a 4-hour window and can only pick up between 9 am and 5 pm, Tuesday to Friday.
  • FedEx cannot guarantee the 4-hour window selected; it is more of a suggestion.
  • Someone 18+ must be present to hand the package to the representative, and a signature might be required. 
  • You do not need to have anything printed out; the FedEx representative will bring the label with them to affix to the box.

If the package is not shipped within 14 days, a charge equal to the equipment's purchase price may apply. If more time is needed, please reply to our email and let Ting staff know. We will do our best to accommodate.

 

FedEx Pickup Option

  1. Contact Ting and arrange for the pickup. Provide the agent with the address, any special instructions for FedEx, and the preferred pickup date and time. Ting staff will email a confirmation of the agreed-upon date and time, along with a copy of these instructions.
  2. Place the item in a shipping box, which could be the box the equipment came in if still on hand or another box of the appropriate size. Seal the box so it is ready to hand over when FedEx arrives.
  3. When the item arrives at our warehouse, we will inspect it and ensure it is in good working order. We will then email you a confirmation.
  4. If applicable, the monthly rental fee will be removed once we have confirmed its safe return.

 

FedEx Drop-Off Option

  1. Contact Ting to arrange for the PDF shipping label to be created. Within 48 business hours, Ting staff will email the label along with a copy of these instructions. We may provide suggested drop-off locations, but you can use any staffed FedEx site in the country.
  2. Place the item in a shipping box, which could be the box the equipment came in if still on hand or another box of the appropriate size.
  3. Print the shipping label and attach it to the box.
  4. Within two weeks, drop the package off at any nearby staffed FedEx location.
  5. When the item arrives at our warehouse, we will inspect it and ensure it is in good working order. We will then email you a confirmation.
  6. If applicable, the monthly rental fee will be removed once we have confirmed its safe return.

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