Ziply Fiber Equipment Return & Cancellation

Whether you’re canceling service, moving to a new address, or upgrading your router, this guide walks through every step of the Ziply Fiber internet equipment return process, including what you’re required to send back, what you get to keep, and how the 45-day deadline actually works.

THE SHORT ANSWER

Generate a free UPS return label at Ziply Fiber’s return form portal, pack the equipment in your own box, and drop it at any UPS location. You have 45 days from your service change date to complete the return. Equipment not on Ziply’s official return list — including most cables, splitters, and purchased gear — is yours to keep or recycle.

When does Ziply Fiber require you to return equipment?

Three situations trigger an equipment return obligation with Ziply Fiber: canceling your service entirely, moving to a new address where your existing equipment won’t be reused, and upgrading to new hardware that replaces your current devices. In each case, the clock starts on the date of your service change, not the date you receive the return shipping label or the date your final bill arrives.

The distinction matters because many customers wait until they receive their final bill before thinking about equipment, and by that point, a week or more may have already passed. Ziply’s billing timeline means your final bill typically arrives two to four weeks after disconnection, leaving less cushion than people assume for the 45-day window.

If you’re simply pausing service or enrolled in seasonal deals from Ziply fiber internet plans, you don’t need to return equipment. The program is designed to maintain your connection at a lower rate, so the hardware stays in place.

Return required

Canceling service permanently · Moving and not transferring service · Upgrading to new equipment (technician may collect) · Service terminated by Ziply

No return needed

Pausing on seasonal fiber plan · Moving and transferring service to new address · Equipment not listed on Ziply’s return page · Gear you purchased outright

How to return Ziply Fiber equipment: Step by Step

The return process runs entirely through UPS — Ziply does not have retail drop-off locations the way some ISPs do. Here’s the full sequence:

Confirm which equipment needs to go back

Before doing anything, check Ziply Fiber’s official equipment return list on their support page. Only devices listed there need to be returned. If your hardware isn’t on the list, you’re not obligated to send it back — you can recycle or dispose of it locally. Have your account number ready; you’ll need it for the next step.

Generate your free UPS return label

Go to the Ziply Fiber Return Form portal (linked from their equipment returns support page). Enter your account number and follow the prompts. You’ll receive either a printable UPS shipping label or a QR code that UPS store employees can scan to print a label on the spot — useful if you don’t have access to a printer.

Pack everything securely in your own box

Ziply does not provide a return box. Use any sturdy cardboard box that fits your equipment with a few inches of padding on each side — bubble wrap, crumpled paper, or foam works fine. Remove any old shipping labels from the box before affixing the Ziply return label. Packing the equipment well protects you from a damage charge if anything arrives broken.

Attach the label and drop off at UPS

Affix the return label clearly on the outside of the box, or have your QR code ready for the UPS associate to scan. Take the package to any authorized UPS retail location. Use locations.ups.com to find the nearest one. Request a drop-off receipt; this gives you proof of handoff with a date stamp.

Save your tracking number

The UPS receipt includes a tracking number. Keep it somewhere accessible in your email, photos, or a note app until you receive confirmation that Ziply has processed the return and cleared any equipment charges from your account. If a fee appears on your final bill and you have tracking proof that the item was delivered, you can dispute it with that record.

Tip: Request the receipt at the counter

When dropping off at UPS, always ask for a printed drop-off receipt rather than relying on a verbal confirmation. It takes ten seconds and gives you dated proof of return in case there’s a billing dispute later. Multiple customers have reported successfully using tracking records to reverse equipment charges that appeared in error.

What equipment do you return, and what can you keep?

This is where many customers get confused. Not everything connected to your Ziply service belongs to Ziply. The general rule is: if you leased it from Ziply, it goes back. If you bought it separately or it isn’t on their official return list, it’s yours.

Equipment you must return (if listed on Ziply’s return page)

Ziply’s current equipment return list includes the following categories of hardware. These are devices Ziply owns and leases to subscribers during service:

Device type	Example models	Unreturned fee
Router	TP-Link HB810, Commscope NVG448B / NVG443B	$100–$300
WiFi Extender	TP-Link HB610	$300
Fiber converter (ONT)	Nokia F-010G-F, ReadyLinks IPC-2-TCP-RPF	$150
SD-WAN device (business)	Nokia NSG series	$200–$5,200
Business phone adapters	Polycom, Yealink, Grandstream, Adtran series	$50–$1,650

Check the list before you ship anything

Ziply’s return list is maintained on their support site and may be updated. If a device in your home doesn’t appear anywhere on that list, it is not returnable, and you should not send it. Ziply is not responsible for unrequested returns. For older equipment inherited from Frontier (Ziply’s predecessor), check both the standard return list and the recycling page, as some legacy hardware falls under disposal guidance rather than return policy.

What you keep (and what to do with it)

• Ethernet cables, coaxial cables, and power adapters that came in the box — these are consumables you don’t need to return.
• Any router, modem, or extender you purchased separately and own outright — Ziply has no claim on customer-owned equipment.
• Hardware not on Ziply’s return list: if the model number doesn’t appear, the gear is yours to keep or recycle following your local e-waste guidelines.
• Do not throw leased Ziply equipment in household recycling — it carries unreturned equipment fees and belongs to Ziply until properly returned.
• Do not sell or transfer leased Ziply equipment; the subscriber agreement explicitly prohibits this and constitutes a breach of contract.

Unreturned equipment fees: what Ziply charges and why

If leased equipment isn’t returned within the deadline, Ziply charges the full manufacturer’s suggested retail price for that device. These aren’t arbitrary penalties — they reflect what Ziply would pay to replace the hardware on the market. For residential equipment like a standard router, fees run between $100 and $300. For business-grade SD-WAN devices, the numbers escalate significantly: the Nokia NSG-X640 carries a $5,200 unreturned equipment fee.

Fees are charged to your account and appear as a line item on your final bill or a subsequent charge. If you’ve set up autopay or have a card on file, Ziply can bill these charges directly under your subscriber agreement. A security deposit, if you paid one, will be returned minus any outstanding amounts — including unreturned equipment fees — after service ends.

Missing the deadline doesn’t mean the fees are permanent

If you received an unreturned equipment fee but still have the hardware and can return it, contact Ziply Fiber customer support. Providers generally prefer receiving the equipment over collecting fees, and in many cases, a late return will result in the charge being reversed. Document your return tracking and keep the conversation in writing if you pursue a dispute.

What happens if the equipment is damaged

Ziply’s subscriber agreement requires equipment to be returned in the same condition it was received, allowing for ordinary wear and tear. If returned hardware shows damage beyond normal use, cracked casing, liquid damage, or missing components, Ziply may charge a repair or replacement fee. This is different from the unreturned equipment fee, though both draw from the same billing authority. Packing equipment carefully for shipping, as described in Step 3 above, is the simplest protection against this scenario.

The 45-day deadline: how it works in practice

The 45-day window starts from your service change date — the day your account is officially disconnected, or your plan change takes effect — not the day you get your final bill or the day the technician visits. This distinction catches a lot of people off guard, particularly those who wait for the bill to arrive before dealing with equipment.

Day 0

Service change date. This is when the 45-day clock starts — cancellation, upgrade, or transfer completion.

Days 1–14

Generate your UPS label, pack equipment, and drop off. Getting this done early gives you maximum buffer and eliminates the risk of forgetting.

Days 14–28

Your final bill typically arrives during this window. Check for any equipment-related charges. If the equipment was already returned with tracking, you have documentation to dispute any fee that appears in error.

Day 45

Deadline. Equipment must be dropped at UPS by this date. The date the package arrives at Ziply’s facility matters less than the drop-off date if there’s a dispute, which is another reason to keep your UPS receipt.

Day 46+

Unreturned equipment fees become applicable. If you’ve missed the deadline but still have the gear, contact Ziply support — a late return is better than no return and fees can sometimes be reversed.

30-day money-back guarantee:

If you’re canceling under Ziply’s 30-day money-back guarantee — available to new residential customers within the first 30 days of installation — the equipment return deadline is shorter: all hardware must be back within 30 days of cancellation for the refund to process. The refund itself arrives as a debit card mailed to your address on file, within 60 days of cancellation.

Equipment return by situation: moving, canceling, and upgrading

If you’re canceling Ziply Fiber service

Cancellation is the most straightforward case. Once your service is disconnected, you no longer have the right to use or possess leased Ziply equipment under the subscriber agreement. Generate your UPS label promptly, and don’t wait for the final bill to arrive before initiating the return. There’s no cancellation fee for residential fiber service — the only financial exposure at this stage is unreturned equipment.

If you’re moving to a new address

Moving triggers a different set of possibilities depending on whether the Ziply service is available at your new location. If you’re transferring service, you don’t cancel — and in many cases, the technician who installs service at your new address will either bring compatible replacement gear or use what you have. In that scenario, you hand old equipment directly to the technician at the installation appointment; they handle it from there.

If Ziply isn’t available at your new address and you’re canceling, the same 45-day equipment return window applies from your disconnection date. One wrinkle: be sure to update your mailing address with Ziply before canceling if you’ll have moved by the time your final bill arrives — otherwise any refund check (for amounts over $500 or under $5) will go to your old address.

If you’re upgrading your equipment

When a technician visits to install new hardware, they will often collect the old equipment on the spot, and you don’t need to ship anything. Ask the technician to confirm they’re taking your old device and get a receipt or note if possible. If the upgrade happens remotely and you’re mailing old gear back, the same UPS label process applies — contact Ziply support to confirm which devices to return and generate your label before shipping.

When moving: don’t cancel before the transfer is confirmed

If Ziply service is available at your new address, transferring your account is simpler and cheaper than canceling and re-signing up. There’s no fee to transfer fiber service, and your account details stay the same. Canceling unnecessarily restarts the equipment return process and may mean signing up again as a new customer under different terms.

What to do if equipment is damaged, lost, or stolen

Ziply’s subscriber agreement is explicit: if leased equipment is lost, stolen, damaged beyond normal wear, or disposed of improperly, you’re responsible for the full manufacturer’s suggested retail price as a replacement charge, plus any incidental costs Ziply incurs. This is true regardless of how the loss occurred — there’s no exception carved out for theft or accidental damage in the standard agreement.

If equipment was stolen, file a police report and contact Ziply support with documentation. While the subscriber agreement doesn’t guarantee a fee waiver in theft cases, customer support has discretion to work with documented circumstances. Having a police report on file strengthens any dispute significantly.

For damaged equipment, the practical approach is to return it anyway and explain the situation. A partial return with disclosed damage is generally treated differently than a complete non-return. Ziply may assess a repair charge rather than the full replacement value, depending on the extent of the damage.

Fixed wireless service: different equipment, different rules

Ziply also offers fixed wireless internet in some areas, and the equipment return rules for that service differ from fiber in two important ways. First, the return deadline is shorter: the WiFi Gateway for fixed wireless must be returned within 21 calendar days of service termination — not 45. Second, the outdoor antenna and antenna power supply (APS) that are installed on your home do not need to be returned. Although these components are considered Ziply equipment during the service term, you’re treated as the owner for all other purposes once service ends, and Ziply won’t require you to return them.

If you’re switching from fixed wireless to fiber, or canceling fixed wireless, make note of the 21-day window specifically — it’s easy to assume the 45-day standard applies when it doesn’t for this service type.

What happens after you return the equipment

Once UPS delivers the package to Ziply’s receiving facility, the return typically processes within a few business days. Equipment charges on your final bill should be credited or removed once the return is confirmed in their system. If you don’t see any update within two to three weeks of confirmed UPS delivery, contact Ziply support with your tracking number and request a status check.

Your final bill timing is worth understanding separately. Ziply bills on a 30-day cycle, billed 30 days in advance. This means you may owe charges for a full billing period even if you disconnect service near the start of that cycle — you’re billed for the period regardless of when in the cycle cancellation happens. This isn’t specific to equipment returns, but knowing the billing structure helps you read your final bill accurately and identify whether any charges relate to equipment versus regular service billing.

If you paid a security deposit when you first signed up, that deposit is returned to you after service ends — minus any outstanding balance, including equipment fees. For deposits under $5 or over $500, Ziply issues a check by mail to your address on file. For amounts in between, refunds come as a debit card mailed within 60 days of cancellation.

30-day access to your online account after disconnection

After your service disconnects, you have an additional 30 days to log into Ziply’s online bill pay system to download past bills, make final payments, and review your account history. This window is useful if you need to pull documentation for a billing dispute or want records of your return-related credits.