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Cancelled home internet never got the return email instruction but bills?

I'm a participant level 1
I'm a participant level 1

I cancelled my home internet service on Nov 1 and I still haven't received the return email instructions, and now I'm getting charged a modem rental fee?

This is unacceptable and should be wavied. Oh and it's impossible to get in touch with your specialist, been on hold for over 40mins then you just hang up, wow. 



Hey @a3772,


You should have definitely received instructions on how to return the modem by now. Did you check your Spam folder as well, in case the email was re-directed there?


I also want to apologize for the delays, we are quite busy right now but we're doing everything to get back to everyone asap. We can be contacted through different channels other than over the phone, you can also send us a message on Social Media or on Live Chat for help.