Cancelled internet account, being asked to return first broken modem.

[MaRoe]

Hello, I cancelled my internet roughly 4 days ago. I received an email to return the original CGN3 unit that was defective (and returned 5 months ago) instead of the CODA replacement unit that was in use recently. I dropped off the CODA model at Canada Post yesterday via the PR823007 method. (will provide tracking number as proof). I certainly hope that this doesn't trigger the unreturned device fee. Please clarify on how to proceed.

[MaRoe]

Thanks for responding. I've already reached out to 2 reps via chat and they can't seem to decipher the circumstances properly. Last time I had to proceed with the escalation team to get the issues resolved (roughly 5 months ago). I would prefer a PM through the community if you don't mind. 

[FidoValerie]

Hey @MaRoe

Thank you for letting us know of this situation!

We'll need to verify your account details in order to make sure you're not charged for the fee.

You can contact us through any of the channels listed here to get started!

Alternatively, we can also send you a PM through the Community, should that work best for you.