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:
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Let us know
Chat with us if your modem is faulty, or you're simply looking to return it. Within four days of your receiving a replacement or disconnection we'll send you a digital return (eParcel) code.
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Pack up your modem
Once you receive your return code, send it back to us for free. Don't worry about finding the original packaging, simply drop it off at Australia Post or a Telstra store with your return code or Case ID.
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Wait for confirmation
If you dropped your modem at Australia Post, they'll provide a tracking number for you. Within seven days, we'll also send confirmation that we've received your package.
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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