Returning a modem

[arash200]

hi, 

I have cancelled Rogers home internet and Rogers's customer service told me to return the modem to one of the stores in North Vancouver. I went to Park Royal and Capilano mall stores and they told they do not accept it. I have 30 days to return . 

Thank you

***ADDED LABELS***

[RogersYasmine]

Greetings @arash200 ,

A warm welcome to our forums, we hope you enjoy being here. 🙂

I'm sorry to hear that you're leaving us, but I understand that circumstances change. Hopefully, we'll see you back again in the future! 

In regards to returning your equipment, I regret to advise that the stores do not accept equipment returns at this time. You should have received an electronic waybill number to the email address of the main account holder within 24-48 hours from when the date of the cancellation was scheduled. If possible, please check your email inbox to see if it has been received. We also recommend checking your spam/junk mail folders as well. Instructions on how to package and return the equipment should be included.

If for some reason, you still do not see the waybill in your email inbox, kindly send us a PM @CommunityHelps so we may investigate and assist you further. For more information on how our Private Messaging system works, please check out our blog.

Much appreciated,

RogersYasmine

[AinsSh6644]

(Post merged to this thread by moderator)

I recently moved and cancelled my internet. I have asked THREE times for Roger’s to send me instructions and a shipping label to return the hardware and receive NOTHING form them yet they insist the equipment needs to be returned. I have checked all mail/junk folders multiple times, they keep saying they are sending and have verified my email address. I even offered to just drop the stuff off at a store because this is becoming such a headache. I have wasted sooooo much time on the phone trying to resolve this… usually with representatives that can barely speak English and constantly have to put me on hold because they have no idea what they are doing. Each time I have to tell them there is no possible way for Roger’s internet at my new house and they yet again waste more time bothering me for my address and information to check and try to get me to stay. They don’t listen. On one of the calls the rep wasted 15 minutes looking for my address …. ALL I AM TRYING TO DO IS RETURN MY EQUIPMENT- that’s it and it’s turned into an impossible task but they also say I’ll be charged for it if I don’t return it. Help!

[RogersCorey]

Good morning @AinsSh6644,

I am sorry to hear that you've had such difficulties getting the modem returned. 

I can work with you to request a new return label through Purolator rather than Canada Post if the Canada Post return labels aren't reaching you for any reason.

We'd be happy to take a closer look to see what is going on! Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

~RogersCorey