What happens if I returned my modem but still see charges?

What happens if I returned my modem but still see charges?

If a modem is currently in transit or has been delivered but is still awaiting warehouse check-in, the system may temporarily continue to reflect the subscription as active. This is because billing and account status are tied to the equipment being officially scanned and processed in our warehouse system — not just carrier delivery confirmation.

There can sometimes be a short delay between:

  • The carrier marking the package as delivered

  • The warehouse physically receiving and scanning the equipment

  • The system updating the subscription status

If you have tracking information, please provide the tracking number and carrier details so we can investigate promptly. With that information, we can:

  • Confirm shipment status

  • Monitor delivery progress

  • Coordinate directly with our warehouse team if needed

  • Prevent unnecessary billing while the return is being verified

Once the modem return is verified and fully processed in our system, the account will be updated accordingly, billing will stop (if cancellation is in progress), and any necessary adjustments will be made.

If you ever feel there’s been a delay, please reach out — we’re happy to review the timeline and ensure everything is handled properly.

    • Related Articles

    • How long do I have to return my modem?

      After a cancellation request is submitted and processed, customers are typically provided a return window (commonly 10 days unless otherwise specified in writing). During this return window: The account is placed into a temporary paused status This ...

    • What if I moved and no longer have the modem?

      If you’ve moved and are unable to locate the modem, please contact support as soon as possible so we can review your situation with you. We understand that relocations can be hectic, and equipment may be misplaced during packing, storage transitions, ...

    • I cancelled previously — why was the account still active?

      In some cases, an account may remain active if: A formal cancellation request was started but not fully completed or submitted through the customer portal, or The required equipment (modem) was not returned and checked in at our warehouse. Because ...

    • When does billing stop after I return the modem?

      Billing stops once the following steps are completed: The modem is delivered to our warehouse, and The return is received, inspected, and fully processed in our system. After confirmed delivery, it may take 3–5 business days for the modem to be fully ...

    • What if I Moved and Can’t Immediately Return the Modem?

      Please notify support as soon as possible if you are experiencing any issues with the return process. The earlier we’re aware, the more quickly we can help prevent unnecessary delays or billing concerns. In many cases, we are able to: Resend a ...