How to you get UPS to come pick up your equipment after disconnection

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  • Updated 1 year ago
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We need the UPS account number to return the equipment?
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June Jones

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  • frustrated

Posted 1 year ago

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Matt B, Viasat Employee

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June,

When you disconnected, the Care agent should have set up an equipment return kit to be sent to you.  

It generally arrives within 3-5 business days.  If it's been longer, email us at ExedeListens@viasat.com, and we will investigate, and order you a second one, if needed.
(Edited)
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June Jones

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We got the box. Do we call for a pick up or just give it to the driver?
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Matt B, Viasat Employee

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Ah!  That.... is a good question. 
At this point, it'd be the same as any other box you ship through UPS.  Generally, customers will take the box to a UPS drop-off point.  If that's not an option, contact UPS, they may be able to set up a pickup.  
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Bev, Champion

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Yes, I recently needed to return an old SB2 modem, when I got the SB2+ modem. Call UPS, they will advise you if there is an additional fee for pickup at your house and, be able to give you the address of the closest drop off location to avoid a fee, if there is one.

Be sure to keep your tracking number when you send the box, or snap a picture of the label before you send it, just in case something goes awry in shipment, you will be able to track the package yourself.