Spectrum (charter communication) is a fast-growing television, internet, and voice company. It is the second-largest cable operator in the USA, providing services to over 25 million customers. Customers have to return the equipment to the company after dispensing with their services.
A lot of people trust this company to provide them with appropriate services. However, a time may come when one wants to end the journey with them. Whether you need to switch to another provider or the equipment is defective, returning it to the company is of vital importance. This article takes you through everything you need to know when returning the Spectrum equipment.
What do you need to return?
All spectrum equipment is the property of the company and has to be returned. Therefore, you will return the modems or DVRs. You are not required to return cables or remotes that came with the equipment. To find out everything you need to return after cancelling the service, you can ask the customer service representative.
Reasons for returning Spectrum equipment
The cable company is not going to cancel the service just because you want it done. Spectrum will want you to give credible reasons as to why you no longer want to use their services. In fact, without a credible reason, they may keep you on hold for a considerable amount of time. The customer care team will try and find reasons to keep you in the company, and they are quite compelling. After all, no company wants to see a customer leave.
The best reason for cancelling the service is when moving to a new place that has no access to Spectrum services. Also, if you do not know, the new address is another good reason.
Other reasons include:
- Natural disasters, such as a hurricane.
- The owner is dead, meaning they are not capable of using the service anymore.
- Temporary. Tell the providers that you only want to disconnect it temporarily because of personal reasons.
- Defective equipment. If the equipment is broken, you may wish to cancel the service. Although giving this reason may prompt the customer care representative to tell you they will send a technician to fix the problem.
Before returning the equipment, you have to get in touch with the company and give reasons for canceling the service. 1-855-757-7328 is the easiest way to reach them. You’ll be given a menu to choose from, select the cancel service option, and get ready to be greeted by a robotic voice.
The voice will take you to the retention department. It may also be a great idea to select the human option to avoid being taken oversees and speaking to robots throughout. You will be given a customer care representative. Ensure that you are not talking to someone from another department; if this is the case, ask to be directed to the retention department.
While being re-directed, ask the representative not to hang up. If he/she hangs up, the machine will have to re-direct you and it may take ages and even hung up on you during the process.The customer care representative will ask you the reason for disconnecting the service. Choose a good reason or one of the above.
Be friendly with customer care. Do not be rude as you may end up not getting the needed assistance. The representative will try every means to keep you with them and even offer you some deals that sound good. Don’t fall for it and stick to the agenda. Politely tell the representative that all you want is to cancel the service.
You may also want to ask if they can send an email confirming the cancellation. This may seem like too much, but it is imperative. You may think the service was canceled only for you to face some problems in the future. This email may serve as an ideal piece of evidence.
Steps for returning the equipment
After speaking with the department and getting the service cancelled, the next step is to return the equipment. To return without any problems, follow these steps:
- Get the equipment ready for shipping
- Prepaid label
- Get the equipment ready: You can do this by ensuring that the equipment is boxed. Boxing it is convenient as it eases the shipping process. Without packing it, the chances of getting lost are very high.
- Prepaid label: Put the prepaid return label over the original shipping label and ensure that all other old tags are removed.
- Ship: There are several ways to ship the equipment back to the company. Choose one of these ways that will be discussed below and send your package.
Consequences of not returning the Spectrum Equipment
As mentioned earlier, this is the property of the service provider, not yours. Therefore, if you’re planning to cancel their services, get ready to return their property. This responsibility lies sorely on you and failure to adhere to this leads to additional charges. The company decides what to charge you, and they may charge hundreds of dollars. The fee will be included in your total account balance.
Don’t think they’ll just add a couple of bucks. They will charge you for the total cost of replacing the equipment, which may end up being hundreds of dollars. Therefore to cushion yourself against this, ensure timely return of the equipment.
Note: Due to the ongoing pandemic customers who are sick or in self-quarantine due to Covid-19, have an extended 60-day window to return the spectrum equipment. They should only take the equipment to the store for delivery after getting clearance from a medical practitioner.
After returning the equipment, ensure that you track it to be on the safe side. Since you’re the one that will pay for ant consequences, make sure to get a confirmation of cancellation and return of equipment.
Places to return Spectrum equipment
There are some places to drop the equipment, and these are:
The store will package and ship it back at zero charges. Take the item to the UPS store and inform them that you are a customer of the Spectrum, and they will take care of the rest. Do not lose the given receipt as you will need it for tracking. Use the UPS store locater to find a store that is near you. Not all UPS locations are UPS stores.
Drop the equipment at a FedEx location and not at a dropbox. Dropping at a Dropbox may make the item disappear or hard to track. If you were provided a return label with the equipment, attach the label to a cardboard shipping box. Remove any old shipping labels and ensure the box is properly sealed. Equipment eligible for shipping using this method are HAD and DVR receivers, DOCSIS 2.0 WiFi gateway devices, DOCSIS 3.0 modems, WiFi routers, and spectrum modems.
Spectrum store drop off points
Use a store locater to find out the one near you and drop off the equipment.
Equipment pick up
The company can pick up the equipment if someone is disabled. This means all disabled people can have the company pick off their property. Note: this service is only available to the disabled. Do not try to use it if you don’t belong to this category.
Using the UPS store and the Spectrum store are the best options.
Do not just assume that dropping off the equipment is the end of the procedure. Sometimes packages can end up disappearing, and you will pay for them. The additional fee for unreturned packages may be charged as your name is in agreement
Use the receipts given at whatever store you chose to use. That is why it is vital never to lose these receipts. The receipts act as evidence showing that transportation happened.
The best way to ensure that everything is okay and they won’t charge you in the future is to call the company and ask whether everything is in order. Ask if there is any outstanding balance in your account or if any equipment is still showing “unreturned.” Make sure that all the questions are answered to your satisfaction before hanging up. If there are any problems, find a way to resolve them before it is too late.
The cancellation and return of the equipment may seem like such a long process. However, at the end of the process, a big load will be lifted off your chest. You can finally be at peace, knowing that you were able to complete the whole procedure.
There is also another option if you don’t want to return the package. You can have it switched to another owner, but it is also a process.