Modem returned in store but account shows “not received” – receipt lost

SHANSHANHE

Hello,

I’m asking for help regarding a modem return issue.

I suspended my internet plan on November 11, 2025.

On the same day (November 11, 2025), I returned my Fizz Wi-Fi modem in person to a Videotron store located at:
4030 Rue Ontario E, Montreal, QC, H1W 1T2.

Recently, I received a message in my Fizz account saying that the modem has not been received, and that $225 will be charged if it is not returned.

Unfortunately, I lost the return receipt, but the modem was definitely returned at the store on that date.

Could you please:

Check internally with the Videotron store for modem returns on November 11, 2025, or

Advise what information you need from me (account number, modem serial number, etc.) to resolve this?

I have been a good-standing customer and would really appreciate your help to avoid an incorrect charge.

Thank you very much.

Whizz

Hello SHANSHANHE,

Thank you for reaching out. I understand your concern. 

I will escalate your case to our dedicated team so they can verify whether we have received the returned modem.

• If the modem has already been received, the return will be officially registered, and you will no longer receive any charge notifications.
• If the modem has not yet been received, the notifications may continue and the charge may be applied. However, please rest assured that once the return is registered, even if the charge is temporarily taken from your payment method, it will be refunded to the same credit card.

For more details about modem returns and charges, we invite you to consult our FAQ here: https://fizz.ca/en/en/faq/how-do-i-unsubscribe-from-fizz-home-internet

The response from the dedicated team will be sent by email to the address associated with your Fizz account as soon as possible.

We kindly ask for your patience and understanding while this verification is completed. Thank you for your cooperation.

Have a good day! 
Alexandra, Fizz Team

G225 code IRSGE

Hi, for this contact support: https://fizz.ca/en/support