Summary
Summit Broadband is now offering customers in all service areas the opportunity to swap certain equipment, after troubleshooting, by mail instead of having a service call. Equipment that is eligible for these swaps includes
- Most Summit Broadband set-top boxes (certain DTAs, Receivers, and DVRs)
- Summit Broadband Routers
- Most Summit Broadband TV Remotes
A Customer Care Advocate will troubleshoot your equipment first. If the trouble is determined to be a fault in an eligible piece of equipment, and if the Advocate determines you are in a service area where Equipment Exchange By Mail is offered, they will collect the necessary information and provide detailed instructions on the process.
Reminders
Equipment swapped by mail will take between 1 - 2 business days (not counting weekends or holidays) to fulfill, depending on when the order is processed and the shipper picks up the replacement equipment from our location.
Before initiating this equipment swap, the Customer Care Advocate will verify that you are not in an outage area and troubleshoot the equipment to verify that you cannot restore operation. If you are in a service area that is supported by our Equipment Exchange by Mail program and the equipment is eligible for the program, they will collect necessary information from you.
Required Information
To ensure that equipment reaches you properly, the Customer Care Advocate is required to verify the following information:
- Your full name
- Your Summit Broadband account number
- The best phone number to reach you
- Your email address (once your replacement equipment is en route, you will be notified of a tracking number by email)
- The quantity of boxes or remotes being replaced
Restrictions
- This service is only available to customers in our Southwest Florida service area at this time.
- This policy DOES NOT apply to the following equipment:
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- Cable Modems
- ONTs
- Synergy DVRs and Players
- TiVo DVRs and Players
- SBB View STBs
- Third-party Players (Rovi, Apple TV, Amazon Fire, etc., etc.)
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Timeline
Fulfillment timeframes depend on when the order is processed by the fulfillment team. In all cases, swaps will take between 1 and 2 business days. Orders are shipped out from the fulfillment center, located in Naples, based on when they process the order.
- Weekdays before noon – same day ship
- Weekdays after noon – next business day ship
- Fridays after noon - ships on Monday unless a Holiday
- Holiday shipments will depend on carrier availability
Shipping Address
Shipments will only go to the service address on file.
Replacement Equipment
- The Replacement devices are shipped out provisioned and active for use.
- The Replacement device will include the device and the power cord in the box.
NOTE: Use the box the Replacement device arrives in to return your old device. - The Customer Care Advocate will ask you to return the old device and the old power cord in the box.
- The Customer Care Advocate will ask you to keep and re-use your HDMI cable (for set top boxes) or Ethernet cable (for routers), since we will not be sending these cables.
- Installation Instructions and Summit contact information will be included in the package.
- Use the shipping package and the included return label to return your old equipment. The package includes a return label and tape to seal the shipping box for returning the old equipment.
- You can drop off the return shipping box at any FedEx Store location to have the old equipment returned to Summit Broadband.
- If you lose the return shipping box and label, you can choose to pay the cost of sending the equipment back to Summit Broadband.
- The shipping address is 1443 Rail Head Blvd., Naples, FL 34110
- In the case of a lost shipping box or label, you must include (inside the box) the following information:
- Your name, your Summit Broadband account number, your service address, and your phone number.
- The reason you are returning the old equipment (e.g., replaced old equipment).
NOTE: Failure to include the required information will mean delays in processing the removal of the old equipment from your account.
It's important to remember that charges will continue to accrue for all equipment on your account until the old devices are returned to Summit Broadband.
- Once the old equipment is received by the fulfillment team, any charges accrued from it are removed from your account (backdated to the date the new equipment was shipped).
- If your old equipment is NOT returned, you will continue to accrue charges for both the new and old equipment until the old equipment is returned to Summit Broadband.
Post-Order Inquiries
- If you provide your email during the interaction with the Customer Care Advocate, you can track the shipment yourself by checking the email messages from FedEx that include the tracking link.
- If you don't have access to your email, you can chat with us online or contact us at 877.678.6648 Toll Free (From US Phone Numbers only) to check on the status of your order.
- Any reports of lost packages will be investigated, and the devices will be deactivated during the process.