How do I return my modem?

Whether you're upgrading, replacing, or no longer need your modem, we've made returning it simple and free of charge.

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    Returning a modem is a small step with a big impact. It helps us reduce waste, recycle responsibly, and give old modems a second life.

    If you've had your Telstra internet service for more than 24 months and now have a new modem, you can even recycle your old modem through our Telstra eCycle program, proudly delivered in partnership with Mobile Muster. 

    To return your modem, follow these steps:

    1. Let us know

    2. Pack up your modem

    3. Wait for confirmation

    Frequently asked questions

    There is no obligation to send back your modem if you cancel within the first 30 days of your service. It's covered by our customer satisfaction guarantee

    Otherwise, if you had your service less than 24 months you'll need to return your modem within three weeks to avoid a non-return fee: 

    • $400 for 5G modems 
    • $200 for all other Telstra Smart Modems (Gen 2 and above).

    If it's been more than five days since your request, chat now for an update.

    If you're an NBN customer, you can leave the NBN box behind—it stays with the property. 

    Also, if you've submitted a move order, you're off the hook for non-return fees as long as:

    • You've had an active internet service in the 30 days before disconnection. 
    • There's an active order for a new service within five days of disconnection. 

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