How to Cancel Your Service

Summary

We make canceling your service simple and hassle-free. To cancel, just give our customer service team a call, and we’ll take care of the rest. Once your cancellation is processed, we’ll email you a prepaid return label so you can send back your router. Since our routers are leased, returning the device is required.

Call our customer service team – To cancel your service, you’ll need to speak with a representative over the phone. This helps ensure a smooth cancellation process and prevents any accidental service interruptions.
Receive your prepaid return label – After you request your cancelation, we’ll email you a prepaid shipping label so you can return your router at no cost.
Ship your router back – Simply pack up your router and drop it off at the designated shipping carrier. Once we receive it, your cancellation will be complete.

Frequently Asked Questions

What is the effective date of the cancellation?

Your service will be stopped once we receive the router back. Until then, your account will remain active, so we recommend shipping the router as soon as possible to avoid additional charges.

What is the status of my cancellation request?

As soon as you speak with a customer service agent to request cancellation, you’ll receive an email within minutes containing your prepaid return label. You can use this label to ship your router back at no cost.

Can you mail me a return box with the label?

At this time we're not able to mail boxes or return labels. If you're unable to print the return label or need a box to package your device in, you can take the router to a UPS or USPS location and package it there. Follow these steps below to use your own shipping label to cancel your service:
1. Reach out to our support team informing them you will be mailing back the device with your own label. They will provide you with the address to send the router back to.
2. Bring the router and all the included accessories to a local UPS or USPS location, get a box from them, and securely package the router.
3. Purchase a shipping label going to the exact address provided to you by our support team.
4. Once the package is shipped, provide our support team with the tracking number so we can ensure a prompt cancellation.

Why Do I Need to Return the Router?

Your router is part of our leasing program, which allows us to offer a lifetime equipment warranty. Instead of requiring customers to buy expensive equipment, we provide a high-quality router as part of the service, and we replace it if it ever has issues. This ensures you always have a working device, without the hassle of purchasing new equipment.
Because of this leasing model, returning the router is necessary when canceling your service. If the router isn’t returned, an unreturned equipment fee will apply.

What Else Do I Need to Know About Canceling?

There are no contracts – You’re free to cancel anytime, and there are no cancellation fees.
Billing stops once the router is returned – If your cancellation is near your billing cycle date, returning the router quickly prevents additional charges.
You will receive a pro-rated refund for unused service – Once we receive the router, we'll cancel your subscription and issue a pro-rated refund for any days of unused service. Learn more about our pro-rated refunds here

Need Help?

If you have any questions or concerns about canceling your service, our customer support team is here to help. Give us a call, and we’ll make sure everything goes smoothly!