Swapping Your Equipment: In Person Swaps

Sometimes it may be recommended that you bring your equipment to our office for our Equipment Team to do further troubleshooting. We try to make this process as quick and easy as possible for our customers. Here are a few things to keep in mind: 

• Unless it is explicitly stated otherwise, via policy or our Support Team, your LTE equipment will be tested by our Equipment Team when it is brought to our office. This is to ensure that we are not discontinuing perfectly good units that may only require simple fixes to be in working order. 
• Please be sure to bring your entire setup when testing/swapping; this includes your POE injector, cables, your router, and any other equipment that you use in your internet setup. This can help our Equipment Team determine where the issue lies. 
• This swapping/testing process can last anywhere from 10-60 minutes, depending on the current workload of our Equipment Team. A Support Agent will inform you of the estimated wait time. Please allow for enough time to accommodate this if you intend to wait in the office to receive your equipment back. 
• In the event that your equipment is swapped, you may receive a replacement device that is different from the one that you previously had. 
• Equipment can only be swapped free of charge if you are currently leasing your equipment. This policy does not apply to Rip and Replace models, which can be found here.