Life is full of changes. Sometimes those changes involve moving to a new home, and other times they involve upgrading your technology to help ensure you have an excellent online experience. When these shifts happen, you might find yourself with hardware that needs to go back to its home. At Quantum Fiber®, we aim to help make the process of returning your leased equipment as straightforward and hassle-free as possible.
Whether you are part of our families heading to a larger space or apartment dwellers who move frequently, knowing exactly how to handle your hardware is essential. This guide will walk you through identifying which pieces of equipment need to be returned, how to pack them securely, and how to use our convenient UPS return system to help avoid unnecessary charges.
Key takeaways
- The 30-day rule: All leased equipment must be returned within 30 days of service cancellation or account changes to help avoid non-return fees.
- Identify your gear: You typically need to return the hardwired WiFi pod (router), any additional WiFi pods, and gateway modems.
- The SmartNID stays: Do not remove the white box attached to your wall; it is a permanent part of the property.
- Prepaid shipping: Use the Quantum Fiber return portal to help generate a prepaid UPS label or a QR code for a printer-free experience.
- Proof of return: Always keep your UPS tracking receipt until your account has been fully credited.
Jump to the sections that matter most to you
- Understanding why equipment returns matter
- Identifying which equipment to return
- What to leave behind: the SmartNID
- The step-by-step return process
- How to pack your gear for a safe journey
- Avoiding non-return fees and extra charges
- Sustainability and the equipment recycling program
- Frequently asked questions about returns
- Final thoughts for a seamless transition
Understanding why equipment returns matter
When you sign up for Quantum Fiber Internet®, you often receive high-performance hardware that is leased to you as part of your service. This equipment is designed to help provide a robust and internet experience, featuring symmetrical speeds on most plans, across many of your devices. However, because this gear is leased, it remains the property of the company.
Returning this equipment is not just about helping avoid a bill; it is about helping ensure that the technology can be refurbished, updated, and used to help connect someone else. For many students or apartment dwellers moving is a frequent part of life. Establishing a clear habit of returning equipment helps keep your account in good standing and helps ensure you are ready for your next connection without any lingering financial hurdles. Plus, with no annual contract, we want the end of your service to be as flexible as the beginning.
Identifying which equipment to return
Before you start tape-sealing boxes, you need to know exactly what needs to go inside. Depending on when you signed up and what plan you chose, your setup might look a little different.
The hardwired WiFi pod and additional pods
The most common piece of equipment in the home today is the hardwired WiFi pod. This is the device that many customers call "the router." It is the central hub that helps connect your devices to the fiber network. If you have a larger home, you might also have additional pods placed throughout your rooms to help provide better coverage. If you are upgrading your setup, remember that advanced WiFi technology powered by WiFi 7 helps provide greater coverage throughout your home than WiFi 6. All of these pods—the hardwired WiFi pod and any extra mesh pods—must be returned.
Gateway modems
In some older installations or specific service areas, you might have a freestanding gateway modem. These are usually larger, tower-like devices. If your setup includes one of these, it needs to be packed up as well.
Power cords and accessories
It is easy to forget the "tail" of the device. When you are gathering your pods and routers, make sure to include the power adapters and any Ethernet cables that were provided. These are essential components of the lease, and returning them helps ensure the unit can be refurbished effectively.
What to leave behind: the SmartNID
This is perhaps the most important part of the return process: do not remove the SmartNID.
The SmartNID (Smart Network Interface Device) is the white box that is physically attached to the wall, usually near where the fiber line enters your home. Unlike the pods, which are portable, the SmartNID is considered a permanent fixture of the house or apartment. It is the bridge between the outside world and the advanced WiFi technology inside.
Why does it stay?
- Ease for the next resident: By leaving the SmartNID in place, the next person who moves in can get their internet set up almost instantly.
- Protecting the fiber: Attempting to remove the SmartNID can damage the delicate fiber-optic cabling, which may lead to costly repair fees for the property owner or the departing resident.
- Latest technology: The SmartNID is built to last and is designed to help handle multi-gig speeds, so there is no need to take it with you.
Seniors, moving into a smaller home or assisted living, can rest easy knowing that you only need to pack the small, unplugged pods. The wall unit is not your responsibility to move.
The step-by-step return process
We have designed a return process that is as automated as possible. You won't have to wait in long lines or figure out where to send the box on your own.
1. Access the return portal
Start by visiting the official Quantum Fiber equipment return page. You will be asked to enter the email address associated with your account. This is a critical step because it helps link the return tracking number directly to your profile, helping ensure you get credit for the return.
2. Generate your label or QR code
Once you have entered your details, you will have two choices:
- Digital QR code: This is an excellent method for most users. You will receive a QR code on your phone. When you take your box to a UPS Store, the clerk will scan the code and print the label for you. No printer? No problem.
- Printable label: If you prefer to have everything ready before you leave the house, you can print the prepaid shipping label and tape it to the box yourself.
3. Drop it off at UPS
Take your packed equipment to any authorized UPS Shipping Center. Because the label is prepaid, there is no out-of-pocket cost for the shipping itself.
How to pack your gear for a safe journey
Proper packing helps ensure that the equipment arrives in a condition that allows it to be reused. If the hardware is damaged due to poor packing, it may not be eligible for a full account credit.
| Step | Action | Choose a box | Use a sturdy cardboard box. If you kept the original packaging that the "hardwired WiFi pod" came in, that is an excellent option. |
| Wrap the devices | Use bubble wrap or thick paper to help protect the surface of the pods and routers. |
| Secure the cords | Use twist ties or rubber bands to help keep the power cords from tangling or scratching the devices. |
| Fill the gaps | Use packing peanuts or crumpled newspaper to help minimize movement inside the box. |
| Seal it up | Use heavy-duty packing tape on all seams of the box. |
For families who are busy with the chaos of moving, this is a great task to assign to a teenager or a responsible family member to help ensure nothing gets left behind in a drawer.
Avoiding non-return fees and extra charges
The goal of our return policy is to help get the hardware back, not to charge you extra fees. However, if the equipment is not returned, fees can add up quickly. A single missing pod can result in a charge of up to $200.
To help stay in the clear:
- The 30-day window: Your 30-day countdown begins the moment your service change is processed. Don't wait until the last minute!
- Keep your receipt: When you drop the box at UPS, they will give you a receipt with a tracking number. Do not throw this away. It is your proof that you handed over the equipment.
- Check the status: You can use the UPS tracking number to see when the box arrives at our warehouse. Once it is scanned in, your account should reflect the return within a few business days.
If you’re a business owners or entrepreneur managing a professional relocation, keep this receipt with your other important moving documents to help ensure your final business expenses are settled correctly.
Sustainability and the equipment recycling program
At Quantum Fiber, we take our environmental responsibility seriously. When you return your equipment, you are participating in a larger effort to help minimize electronic waste.
Did you know that discarded electronics are one of the fastest-growing waste streams in the world? By returning your pods and routers, you allow us to:
- Refurbish: Many devices simply need a software update and a good cleaning to be ready for a new home.
- Recycle: If a device has reached the end of its life, we work with specialized partners to help ensure that the metals and plastics are recycled responsibly, helping keep them out of landfills.
- Reduce: Reusing equipment reduces the need for new manufacturing, which helps save energy and raw materials.
Your return helps contribute to our commitment to a greener future while helping to maintain the high standards of 99.9% reliability, based on network uptime or availability.
Frequently asked questions about returns
What if i lost the power cord?
We encourage you to return all parts of the equipment, including the power cords. If a cord is missing, please return the main device anyway. However, returning the complete set helps ensure your account is credited smoothly.
Can i return equipment to a local store?
Currently, the most reliable and tracked way to return your equipment is through the UPS return portal. This helps ensure that every item is scanned correctly into our centralized system.
I'm moving—can i just take my pods to my new house?
If you are moving within our service area, we would love to help you stay connected! However, you should still contact us to transfer your service. Depending on the setup at your new home, you may need a different set of hardware or a technician visit to help ensure you have low-latency performance from day one. In many cases, it is cleaner to return the old gear and start fresh.
How do i know if my return was successful?
You will receive an email confirmation once your equipment has been received and processed at our warehouse. If you haven't seen an update after two weeks, you can check your status in the "Manage Account" section of our website or use the support portal to chat with a representative and provide your UPS tracking number.
Does the SmartNID ever need to be returned?
A technician will remove any faulty equipment and replace it with a functional unit. The SmartNID is considered a permanent fixture of the property and should always stay on the wall.
Final thoughts for a seamless transition
Whether you are upgrading to a new plan or moving on to a new chapter, returning your equipment is a small but vital part of the process. By following these steps, you help ensure that your account remains in good standing and that our high-quality hardware can continue to help provide an excellent online experience for others.
Remember, our goal is to help you stay connected with minimal friction. From our symmetrical speeds on most plans to our commitment to unlimited data, we are here to support your digital lifestyle every step of the way.
Have you checked your move-out checklist lately? Is returning your Quantum Fiber equipment at the top of the list to help you save on final fees?
Returning your Quantum Fiber equipment is a straightforward process that helps you avoid unnecessary charges and supports our sustainability efforts. By identifying the correct gear, leaving the SmartNID in place, and using the prepaid UPS return portal, you can complete this task with ease. Always remember to keep your tracking receipt as proof of return. Whether you are moving or simply upgrading your home network, we are here to help ensure your transition is as smooth as your fiber connection.
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