I was charged for unreturned equipment — what are my options?

If rental equipment isn't received back within 60 days of cancellation or replacement, a $200 unreturned-equipment fee per item is billed. The charge is reversible: if you already shipped the equipment, contact us with your tracking number and we'll trace it and correct the charge; if you still have the equipment, return it now and the charge is credited back once it's processed. Here's what to do depending on your situation.

"I already returned it"

If you shipped the equipment and were still charged:

1. Find your tracking number (it's on your Canada Post receipt if you used our prepaid label).
2. Contact support with the tracking number and the date you shipped it.
3. With proof of shipment, we can trace the package and correct the charge.

If you shipped it somewhere other than our processing facility (for example, to an office address), tell us what address you used — we'll help track it down.

"I still have the equipment"

Return it now — the charge is removed once the equipment is received and processed:

1. Generate a free prepaid label at canadapost.ca prepaid return label. See "How do I return my Eyesurf equipment?" for packing details — include the modem, power supply, cables, TV boxes, and any Vilos.
2. Ship it and keep the tracking number.
3. Once the return is processed, the unreturned-equipment charge is credited back to your account. You can check at https://www.eyesurf.net/myaccount/login.

"The equipment was lost or stolen"

If equipment we shipped to you was lost in transit or never actually reached you, you will not be billed for it — that cost is on us. Contact support so we can document it and close it out. If equipment in your possession was lost or stolen, contact support to review the options for your account.

"My old modem didn't need to be returned"

A few old Rogers-network cable modems are exempt from returns entirely: DPC3848, CGNM-3550, CGN-CWV, CGN3, SmartRG808ac. If your charge relates to one of these models, contact support and we'll review it.

Contact us

Chat with us at eyesurf.net, email support@eyesurf.net, or call 1-855-804-7873 (Mon–Sat 9am–6pm Eastern, closed Sunday). Have your account number and any tracking numbers handy.

Updated on: 20/08/2026