How to Return Frontier Fiber Equipment

Returning Frontier equipment correctly prevents unexpected charges on your final bill. Whether you are canceling service, switching to a different internet provider, or received replacement hardware, this guide covers everything you need to know about the return process, common mistakes to avoid, and how to dispute charges if something goes wrong.

What Equipment Needs to Be Returned

Frontier owns certain equipment that must be returned when you cancel or change service. You typically need to return the following items:

• Router — The Frontier-branded Wi-Fi router including its power adapter and the Ethernet cable that came with it. This is the most commonly returned item and the one most frequently charged if missing.
• ONT (Optical Network Terminal) — Only if specifically requested by Frontier. In many cases the ONT stays mounted at your home as network infrastructure, particularly for single-family homes. Multi-dwelling units and apartment buildings may have different policies.
• Eero mesh units — If you received eero devices as part of your Frontier Fiber plan, all units including satellite nodes must be returned. Each unit is tracked by serial number.
• Set-top boxes — If you had Frontier TV service bundled with your fiber internet, return all receivers and remotes. Each set-top box is separately tracked and can generate its own unreturned equipment charge.
• Battery backup unit — The backup battery connected to the ONT that provides power during outages. These units are sometimes overlooked during the return process.

You do not need to return Ethernet cables (other than the one that came with the router), coaxial cables, phone line splitters, or any equipment you purchased outright rather than leased. If you are unsure whether a particular item is owned or leased, call Frontier at 1-855-981-6281 and ask them to verify the equipment list on your account.

Step-by-Step Return Process

Following these steps carefully ensures that your equipment return is documented properly and that you avoid unreturned equipment fees:

1. Call Frontier to confirm what to return — Contact 1-855-981-6281 and ask for a specific list of all equipment tied to your account, including serial numbers. Write down or screenshot this information for your records. Do not assume you know what needs to be returned based on what you have in your home, as Frontier's records may list items you have forgotten about.
2. Request a prepaid shipping label — During the same call, ask Frontier to send you a prepaid UPS or FedEx shipping label. They typically email it within 24 to 48 hours or mail a physical label within 5 business days. If you do not receive the label within 5 business days, call back and request it again. Note the date of each request in case you need to reference the timeline later.
3. Photograph all equipment before packing — Take clear photos of each device including the serial number label, model number, and overall condition. Also photograph any visible damage or wear. These photos serve as evidence of the condition in which you returned the equipment and protect you against potential damage claims.
4. Pack the equipment securely — Use the original packaging if you kept it. If not, use a sturdy box with bubble wrap, packing peanuts, or crumpled newspaper around each device. Devices must arrive undamaged. If Frontier claims equipment was damaged in transit, your shipping carrier's insurance may cover the loss, but only if the item was properly packaged.
5. Include all accessories — Power adapters, Ethernet cables that came with the device, and remotes. Missing accessories can result in additional charges, even if the main device is returned. Place small accessories in a zip-lock bag and tape it to the corresponding device so items do not get separated during shipping.
6. Attach the shipping label and drop off — Affix the prepaid label to the outside of the box. Take the packed box to any UPS Store or FedEx location depending on the label provided. Always request a receipt with a tracking number at the counter. Do not simply leave the package in a drop box without getting tracking documentation.
7. Keep your tracking receipt and follow up — This receipt is your proof of return. Keep it in a safe place until you verify the return has been fully processed on your account. Check your Frontier account online or call after 2 to 3 weeks to confirm receipt. Do not discard the tracking receipt until you have verified no equipment charges appear on your final bill.

Return Deadlines and Fees

Frontier gives you 30 days from your cancellation date to return equipment. Here is what happens if you miss that window:

These fees appear on your final bill or as a separate charge 30 to 45 days after cancellation. If you return equipment after the deadline but before the charge is processed, call Frontier at 1-855-981-6281 to have the fee reversed. Be aware that the 30-day clock starts on the date your account is marked as canceled, not the date you called to initiate cancellation. Ask the representative to confirm your official cancellation date. Fee amounts listed are as of early 2026 and are subject to change.

Alternative Return Methods

Frontier Retail Stores

Some areas have Frontier retail locations where you can drop off equipment in person. Call ahead to confirm the store accepts equipment returns, as not all retail locations provide this service. When dropping off in-store, insist on getting a printed receipt that documents every item returned by serial number. Do not leave equipment without receiving written documentation.

Technician Pickup

If a Frontier technician visits your home for a disconnection appointment or equipment swap, they can take the old equipment with them. Before the technician leaves, confirm that all returned items are documented on the work order and ask for a copy of the documentation. Technician pickups are convenient but provide less of a paper trail than shipping with tracking, so make sure you get written confirmation.

Self-Shipping Without a Prepaid Label

If the 30-day deadline is approaching and you still have not received a prepaid shipping label from Frontier, pack the equipment yourself and ship it via UPS or FedEx with tracking and insurance. Address the package to the return address listed on your Frontier account documentation or the address provided when you called to cancel. Keep the shipping receipt and contact Frontier to request reimbursement for your shipping costs. Having proof of timely shipment protects you from unreturned equipment fees even if Frontier's warehouse takes additional time to process the return.

Common Mistakes That Lead to Equipment Charges

Understanding the most frequent mistakes helps you avoid them:

• Waiting until the last day — Shipping takes 3 to 5 business days, and the return deadline is based on when Frontier receives the equipment, not when you ship it. Mail your return within the first 10 days after cancellation to build in a comfortable buffer.
• Forgetting the power adapter — The router's power adapter is the most commonly forgotten accessory. Frontier may charge for a missing adapter even if the router itself is returned. Check behind furniture and power strips before packing.
• Discarding damaged equipment — Even if a device is physically broken or no longer powers on, you must return it. Frontier determines whether equipment qualifies for a damage waiver. Throwing away a non-functioning router does not exempt you from the unreturned equipment fee.
• Using a drop box without tracking — Dropping a package in a FedEx or UPS drop box without getting a tracking receipt means you have no proof of return. Always go to the counter and get a scanned receipt.
• Not confirming which items to return — Your account may list equipment you forgot was assigned to you, such as a battery backup or an additional eero satellite. Call Frontier to get the complete list before assuming you know what to send back.
• Ignoring the final bill — Check your final statement 4 to 6 weeks after cancellation. Equipment charges sometimes appear even when the return was processed correctly, and catching the error early makes resolution faster.

What to Do If You Are Charged for Unreturned Equipment

If you returned equipment but still receive an unreturned equipment charge on your bill, take these steps:

1. Locate your shipping receipt — Find the tracking number from when you dropped off the package. If you returned equipment in-store or via a technician, locate that receipt.
2. Call Frontier billing at 1-855-981-6281 and provide the tracking number or receipt information. Ask the representative to look up the return status of each item by serial number.
3. Request a billing adjustment — Once Frontier confirms receipt of the equipment, the charge should be reversed within 1 to 2 billing cycles. Ask for a confirmation number for the adjustment and the expected timeline for the credit to appear.
4. Follow up in writing — If the phone representative does not resolve the issue, send a written complaint via Frontier's online chat or mailing address. Written complaints create a documented record that can be referenced in further disputes.
5. Escalate if needed — If the charge is not reversed after 30 days and multiple contact attempts, file a complaint with the FCC at consumercomplaints.fcc.gov or with your state's public utility commission. FCC complaints are tracked and typically trigger a response from the provider within 30 days. You can also file with the Better Business Bureau, which many providers respond to quickly to maintain their rating.

Timeline: What to Expect After Returning Equipment

Understanding the typical processing timeline helps you know when to follow up:

• Day 1-5: Package in transit to Frontier's warehouse after you ship it
• Day 5-10: Package received and checked in at the warehouse. Serial numbers are scanned and matched to your account.
• Day 10-21: Return is processed and reflected in Frontier's billing system. The equipment is removed from your account's outstanding items list.
• Day 21-30: If applicable, any pending unreturned equipment charges are canceled. Your final bill is generated or adjusted.

If more than 4 weeks have passed since your tracking shows the package was delivered to Frontier and your account still shows equipment as unreturned, call 1-855-981-6281 with your tracking number to escalate the issue.

Related guides: Frontier Fiber Overview | Billing Help | Installation Tips | Fix Slow Speeds