How to return a CenturyLink modem

If you need to return a modem to CenturyLink, it is important to follow the packing and shipping instructions below, to ensure your package is processed correctly and avoid any unreturned modem fees. You can also read answers to frequently asked questions about returns.

Start your return

Select the button to start the return label process. On the UPS site, click "Continue as Guest" and then follow the instructions to get your return label.

See some special notes at the bottom of the page about canceling service, returning a faulty modem, or using a self-provided modem
 

Important note: If you are canceling service and you lease your modem, or if you are ordering a replacement CenturyLink modem, you must return your current modem within 30 days to avoid equipment charges of up to $200.

Return label options

After entering your name and address on the UPS CenturyLink returns site, you will have two options. Don't have a printer? Not a problem — use option #2.
 

  1. Have a return label emailed to you: The label will be emailed to you as a PDF, so you can print it at your convenience. If you don't have a printer at home, consider your local library or FedEx store for printing. Or you can bring the email to a UPS Store and they can print it for you.

  2. Request a QR code: You will get a digital code that you can bring to a UPS Store along with your boxed modem. The store clerk will scan the code and print your return label, then ship the package.

Note: If you are returning more than four WiFi pods, please divide them into two shipments. You can request another label or QR code by submitting the UPS form a second time.

Packing and shipping instructions

Next, follow these steps carefully to ensure your package arrives safely and is processed correctly, to avoid unreturned equipment charges. 
 

  1. Gather your modem/router and all cords that were supplied by CenturyLink. Also include any wireless accessories that you received from CenturyLink.

  2. Pack these items in a rigid box with flaps intact. Use cushioning material to make sure the equipment stays in place and is well padded. 

  3. Close the box with strong tape designed for shipping.

  4. Cover or remove previous shipping labels on the outside of the box.

  5. Fold the printed label at the solid line. Attach it to a single side of the box in a clear shipping pouch or covering the entire label with clear shipping tape.

  6. Drop the box off at any authorized UPS Shipping Center location near you.

Modem returns FAQs

Special instructions

Modem recycling program

Did you know that less than 20% of discarded electronics were recycled worldwide in 2019? We are doing our part to keep e-waste out of landfills, but we can't do it without you! Please follow the return instructions above and the link below to ship your old CenturyLink modem* back to us, and we will refurbish or recycle it — at no cost to you. Thank you for your partnership in this important initiative. 

* Please check for a CenturyLink sticker or logo on the modem before returning, to ensure it is a CenturyLink modem. Note that if your modem is still under warranty or leased and you need a replacement, you need to contact our support team to order a new one before returning your current modem.

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