How long do I have to return equipment?

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  • Updated 11 months ago
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I recently changed my internet plan and was sent a new modem. I was supposed to send back the old modem but my son tore down the box I needed to send it back in. I am getting a new box to send it out but my question is, when does exede decide to charge for non-return? 30 days to return equipment or do I have longer? It has been about 3 weeks.
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Andrea Halley

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Posted 2 years ago

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Brad, Viasat Employee

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Hello Andrea

Please call us at  855-463-9333 and we can re-ship the box


EDIT: The system will automatically charge if the equipment isn't returned in 30 days, we don't have an override on it but you are refunded any charges after we mark it returned.
(Edited)
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Andrea Halley

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Oh, and I forgot to mention below in my reply that I spoke with an exede rep in online chat prior to posting my question here, and I was told that they could not send me out a new box. She said to take the label I received and slap it on any box. Needless to say, I don't keep boxes on hand at home so I had to find one elsewhere. Preferably free.
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Andrea Halley

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Thanks a bunch for replying to my question. I just needed to see what I was working with as far as time goes. I got a box today and will be shipping it out no later than tomorrow morning. 
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Brad, Viasat Employee

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Be sure to hold onto the tracking number so you can let us know when it's in
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Peggy Bland Sowell

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I did not get a return label to send old mod. 
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Jim16

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It seems they don't want the old equipment back.  They will be using the new modems going forward.
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Matt B, Viasat Employee

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Yep, that's correct!  The wired-only modems don't have to be returned at this point.  Only the wifi-capable.
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James Paramore

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So, are all the old modems going to be replaced?
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Brad, Viasat Employee

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Only if you move to a plan that requires the change (speedboost, Unlimited at this point). Much like Wildblue/Exede change we aren't going to force anyone to change anything and have everyone grandfathered in which means if you are perfectly happy in a Liberty 12 exede plan you can remain on it and won't have to change the modem. 
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Markgc, Champion

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Brad, do you still want the TRIA's back ?
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Matt B, Viasat Employee

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Slight correction - when upgrading to the wifi modem, we don't need the old modem back.  Disconnections still require the modem and TRIA to be returned.

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