How to return Rogers equipment

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How to return Rogers equipment

Moderator
Posts: 593

How to return Rogers equipment

 

To return unused or disconnected Rogers rental equipment (and to avoid unreturned equipment fees!) just ship it back to us at no charge. Keep reading for more information.

 

Reminder: To help limit the risk of exposure during the COVID-19 situation, technicians and Retail Locations are not currently accepting any equipment returns from customers.

 

Before you begin:

  • We’ll first need to authorize any return, so please contact us before returning your equipment (if you haven’t already).
  • See below for a full list of equipment that needs to be returned.

 

Create a Free Canada Post Return Waybill Online

 

  1. Using the link provided, click Print a Return Label.
  2. Enter PR823007 in the Canada Post Return ID Number field and click Continue.
  • The Print a Return Label page will load with Return Information for Rogers Communication Canada Inc. 

Example of UPS Return Label.png

 

     3. Complete Your Contact Information section.

Fill in all the mandatory fields:

First Name:
Last Name:
Email: (The email address in which to receive the waybill)
Address Line 1:
City:
Province:
Postal Code:

 

      4. In the Item Details section, select the radio button beside Yes to confirm that the item(s) weigh less than 65lbs.

      5. In the Email Notification section, check Exception or Delivery or both.

      6. Click Continue.

  • You’ll see the information you’ve entered on the form. Click Edit if you need to make changes to any of the fields.

      7. Click GET LABEL.

      8. Check your email (including your junk folder) for a copy of the return waybill.

  • You’ll also receive a tracking number in your email. Keep the tracking number provided for your records.

      9. Securely pack the items to be returned in a box.

     10. Print the label and attach it to package with the items you are returning:


Internet: Internet modem/gateway, Power Supply
Mesh: Eero Hub and Beacon(s) with power supply, Ignite WiFi Pods
TV: Set top box, Remote Control/Convertor, Power cord/power supply
Home Monitoring: Touchpad with power cord/power supply, Black NetGear router with power cord
TV Remote: TV Remote (don’t include the batteries)

 

     11. Drop off the package at any Canada Post office.


 

Bring your Equipment to a Canada Post Outlet for Return

 

  1. Securely package the equipment you want to return in a box:


Internet: Internet modem/gateway, Power Supply
Mesh: Eero Hub and Beacon(s) with power supply, Ignite WiFi Pods
TV: Set top box, Remote Control/Convertor, Power cord/power supply
Home Monitoring: Touchpad with power cord/power supply, Black NetGear router with power cord
TV Remote: TV Remote (don’t include the batteries)

 

     2. Bring the package to any Canada Post location.

     3. Present the Canada Post representative with the return policy number PR823007.

  • Providing this number will ensure you are not billed for the delivery charges.
  • You’ll be provided with a tracking number at the end of the process.

 

No printer? No problem! Simply bring the return policy number indicated in the email received. The return label can be printed by the clerk at any Canada Post location.

 

If health or physical disability issues are preventing you from visiting a Canada Post location, please contact us.

 

The following rental items must be returned:

Internet

  • Internet modem/gateway
  • Power supply

Mesh (Wall-to-Wall WiFi)

  • Eero Hub and Beacon(s) with power supply
  • Ignite WiFi Pods

TV

  • Set top box
  • Remote control/Convertor
  • Power cord/power supply

Home Monitoring

  • Touchpad with power cord/power supply
  • Black NetGear Wireless router with power cord

Home Phone

  • Home phone terminal/“EMTA”
  • Power cord/power supply

 

Have you checked out our new self-serve hub at www.rogers.com/support? Find all the information needed to manage your account and services online, 24/7, including troubleshooting tips, answers to most frequently asked questions, video tutorials, and more!

Comments
I've Been Here Awhile

Thank you. I have been needing to return a cable box and couldn't because of the store closures, yet Rogers has billed me for the box.

Now I know how to return it safely and get the charges reversed.

Thank you so much!

Moderator

Hello @amxreid,

 

I'm glad you found the blog helpful! As mentioned above, and in case you haven't already done so, please make sure you contact us before returning your equipment so we can authorize the return.

 

 

 

RogersZia

I'm a Frequent Visitor

I received a shipping label from you. Returned the items and received a confirmation from Canada Post that you had received the equipment, yet just received a bill for over $300...the charges were for not returning your equipment. Your online chat with a rep froze and the only solution provided before I got disconnected was wait til the next bill to see if it's corrected. I cancelled service in April and I have to wait until July to see if there is still a mistake? Don't want some outstanding bill to effect my credit rating when it's obviously an issue on your companies end

Moderator

Hello and welcome to the Rogers Community Forums @LindsayBoardman 

 

I realize $300 is a rather high amount. Thank you for returning the equipment in a timely manner. I know you've mentioned you cancelled the service in April but may I know when did you return the equipment? Depending on when the equipment was returned and then updated in our system the invoice generation date could have passed before the changes may have gone through. I would recommend you to wait for the revised final invoice to view any applicable charges or credits.

 

Please let me know if you have any follow up questions.

 

 

RogersZia​​​​​​​

I'm a Frequent Visitor

Hi Zia,

 

Yes, service was cancelled in April and due to Covid your stores were closed. Your rep instructed me to reach back out for a shipping label if the stores were not reopened by mid May which I did. The label was received May 22 and I received an email from Canada Post on June 1st stating that the shipment had been delivered/received. I then received a bill for the equipment June 5th. I'm unsure why I have to wait until July 5th billing to see if this has been corrected. If I provided the tracking number which shows that the package was received by your company then I don't understand by I can't get some kind of confirmation that the balance owing is $0? I don't want to take any chances that my credit is effected in a negative way due to an outstanding bill that is not actually owing

Resident Expert

@RogersZia what exactly are you saying when you indicated "I would recommend you to wait for the revised final invoice to view any applicable charges or credits."  Are you indicating that the customers should pay the bill even though the equipment has been returned, and potentially tie up several hundred dollars while Rogers sorts its billing out, or, not pay the bill, waiting for the "revised final invoice to view any applicable charges or credits"?  In that case, Rogers will report the non-payment to Equifax Canada and TransUnion Canada, damaging the customers credit rating.  Customers would then have to go to those agencies to dispute Rogers non-payment report.  There is no guarantee that the report will be removed from the customers credit rating.  There has to be a better solution to the problem.  Either Rogers need to improve its returned equipment process, or, customers who leave Rogers need to have their bill due dates extended to something like 60 or perhaps 90 days while the equipment issue resolves itself.  There needs to be some flexibility here and a little thinking out of the box. Talking with Tier 1 staff will accomplish nothing in this regard.  Someone, like the moderators in the forum need to raise the issue with the relevant Rogers staff members to find a better solution. 

Moderator

@LindsayBoardman

 

I totally understand where you’re coming from, I wouldn’t want my credit rating affected due to an equipment charge. I can certainly verify the status of your adjustment and overall account standings.

 

We'd like to take a closer look at this to see why the equipment is still showing unreturned. Please send a private message to @CommunityHelps so we can locate your information on our file and get started.

 

If you aren't familiar with our private messaging system please click here.

 

Cheers

RogersHarry