Returning or Replacing a Modem

Returning or Replacing a Modem

If you've purchased a modem from Ezi Broadband and need to return or replace it, we're here to help. Whether your device arrived damaged or isn't working correctly, the process is simple.

When You Can Return or Replace Your Modem

You may be eligible for a return or replacement if:
  • The modem arrived damaged or faulty.
  • The modem stopped working within the warranty period.
  • You received the wrong model.
If your modem was supplied by Ezi Broadband as part of your service, please contact us before sending it back — we'll confirm whether it's a warranty claim, configuration issue, or return.

Before You Request a Return

  1. Check your setup — many connection issues can be fixed with a reset or reconfiguration. See "How to reset your modem" and "Wi-Fi troubleshooting and tips".
  2. Locate your order number — found in your order confirmation email.
  3. Confirm the modem's condition — returns for change of mind must be in original packaging, unused, and include all accessories.
If you're unsure whether your modem is faulty, our support team can perform remote diagnostics before you send it back.

How to Request a Return or Replacement

  1. Email support@ezibroadband.com.au with the subject line "Modem Return or Replacement".
  2. Include:
    • Your order number
    • Reason for return (faulty, wrong model, etc.)
    • A photo of the modem and serial number label (if applicable)
  3. Our team will review your request within 1–2 business days and provide return instructions.
If approved, you'll receive a Return Authorisation (RA) number and instructions for shipping the modem back to us.

After We Receive Your Modem

  • Once the modem arrives, it will be inspected and tested.
  • If it's confirmed faulty or the wrong item was supplied, we'll replace or refund it as quickly as possible.
  • Refunds are processed back to your original payment method within 5–7 business days.

Warranty Information

All Ezi Broadband modems come with a 12-month manufacturer's warranty. If your modem develops a fault after this period, you can still contact us — we'll assist with next steps or recommend an appropriate replacement.

Need Help?

  1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
  2. If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
  3. Head over to the homepage of our help centre and submit a ticket.
  5. Call us on 132 EZI (132 394).

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