How to Return Your Old (Comcast) Modem

This guide outlines the steps for returning your old modem issued by Elate. Please follow these instructions carefully to ensure a smooth return process.

Procedure:

1. Once you receive a communication from our support team to return the modem, please ensure to secure the unit from any damage during transportation. You can use the original packaging (if available) or a sturdy box.

2. Next, find a UPS or Xfinity store near you. (Comcast allows you to return the modem to any UPS store or Xfinity store)

3. Before going to the store, please have the following information ready:

• Account number: (to be provided by our support team)
• Customer's name: (to be provided by our support team)
• Billing address (normally your current office address but please refer to the email instructions sent by our support team)

Note: Some UPS stores may not require these account information and simply rely on the serial number of the device. We still recommended having it available for reference.

4. Take the securely packaged modem to the selected drop-off location and provide the account information to the UPS or Xfinity representative.

5. Once you've successfully returned the modem, please notify our support team via email or chat. Also, if you receive any confirmation or proof of return from UPS or Xfinity, please share it as well.