Returning your Ting Internet equipment

Switching up some equipment and need to return it? We've got your back. There are two options, which are both paid for by Ting: FedEx pickup and FedEx drop-off.

What equipment do I return?

Please return the unit as well as its power adapter. The box it came in, the included Ethernet cable or any documentation is not required.

Wireless routers and/or range extenders 


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Apple TV

Please return the unit, the remote control and all included cables.
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What equipment do I leave on-site?

ONT

The ONT is the small box we installed in the home or business. It may look like one of these pictured below. It should remain installed in place. If moving out, unplug it from the electrical outlet but leave the power cable attached to the unit itself.
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Calix 844G (Charlottesville, VA only)

A small number of customers in Charlottesville use the 844G unit pictured below. It is a larger ONT and router combo unit. This box 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.
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Option A: FedEx pickup

Before initiating the return, please note that FedEx:

  • Can only pick up between 9 am and 5 pm, Tuesday to Friday.
  • Asks for a 4-hour window on the date you select. (e.g., 10 am to 2 pm)
  • Cannot guarantee the 4-hour window selected. It is more of a suggestion.
  • Requires someone 18+ to be present to hand it over.
  • May require a signature.
  • Does not require you to have anything printed out.
    • The representative from FedEx will have that on hand to affix to the box.

Ting covers the cost of up to two pickup attempts by FedEx, at which point the cost to return the hardware will then become your responsibility. If not shipped within 14 days, a charge of the equipment's purchase price may apply.

  1. Contact Ting and arrange for the pickup, providing the agent with the address, any special instructions we should provide to 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 can be any box of the appropriate size. The unit's original box is not required, but you can use that if you still have it. Have it sealed and 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, removing the monthly rental fee will occur once we have confirmed its safe return.

Note: If you are moving, the pickup can be from your old or new address.

Option B: FedEx drop-off

Before initiating the return, please note that:

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

Ting staff will track the package. If not shipped within 14 days, a charge of 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.

  1. Contact Ting and arrange for the PDF 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 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 label off and attach it to the box.
  4. Drop it off at a nearby staffed FedEx location within two weeks.
  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, removing the monthly rental fee will occur once we have confirmed its safe return.
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