Getting rid of your cable subscription feels like freedom-no more monthly bills, no more ads interrupting your favorite shows, no more being locked into a contract. But if you don’t return the equipment, that freedom comes with a surprise bill. Unreturned device charges can hit you for $100, $200, even more. And they don’t just vanish after a few months. They show up on your credit report. They get sent to collections. You might not even realize it happened until you’re denied a loan or can’t rent an apartment.
Why Cable Companies Charge for Unreturned Equipment
Cable companies don’t give you boxes, remotes, and modems for free. They rent them to you. Each device costs them $50 to $150 to buy, set up, and maintain. When you cancel, they expect you to send it back so they can reuse it for the next customer. If you don’t, they have to replace it. That cost gets passed to you.It’s not a fine. It’s a replacement fee. And it’s not optional. Most contracts state clearly that you’re responsible for returning all equipment. Even if you lost the remote, forgot the power brick, or tossed the box in the garage after moving, you’re still on the hook.
Companies like Sky, Vodafone, and Spark in New Zealand track every device by serial number. If it’s not returned within 30 to 60 days, the system automatically triggers a charge. No warning. No reminder. Just a line item on your final bill-or worse, a collection notice months later.
What Equipment You Need to Return
It’s not just the big box on your TV. Here’s what most providers expect back:- Main set-top box (the one connected to your TV)
- Remote control (even if the batteries are dead)
- Power adapter and cord
- Wi-Fi modem or gateway (if you had internet through them)
- Additional set-top boxes for other TVs
- HD DVR boxes (these are the most expensive-often $150+)
- Any extra accessories like HDMI cables or RF modulators
Some people think, “I didn’t use the second box, so I’ll keep it.” Or, “The remote doesn’t work anymore-I’ll just throw it out.” That’s exactly how people get hit with $300 charges. Every piece has a value. Every serial number is logged.
How to Return Equipment the Right Way
Returning gear isn’t as simple as dropping it in the mailbox. Here’s how to do it without mistakes:- Check your cancellation confirmation email. It should list exactly what you need to return.
- Gather everything. Don’t assume you know what’s yours. Go through every drawer, cupboard, and closet where you might’ve stored gear.
- Take photos of each item before packing. Include the serial number if visible. This is your proof if they claim something’s missing.
- Use the prepaid return label they send you. If they didn’t send one, call customer service and ask for it. Don’t pay for postage yourself.
- Drop it off at a courier depot or post office. Get a tracking number. Keep it.
- Wait 7-10 business days. Then log into your account and check your final statement. Look for any “unreturned equipment” charges.
If you’re in Auckland and don’t have time to mail it, some providers let you drop off equipment at their retail stores. Spark has locations in Newmarket and Takapuna. Sky accepts returns at their Auckland service centers. Call ahead to confirm.
What to Do If You’re Already Charged
You missed the deadline. The charge is on your bill. Now what?First, don’t ignore it. Don’t assume it’ll disappear. It won’t.
Call customer service. Say: “I’ve returned all equipment and need to dispute this charge.” Have your photos, tracking number, and cancellation date ready. Be calm but firm. Most reps have the power to remove the charge if you can prove you returned it.
If they say no, ask for a supervisor. If that fails, send a written complaint via email or their online portal. Include all evidence. Mention that you’re prepared to escalate to the Telecommunications Dispute Resolution (TDR) service if needed.
The TDR is free and handles exactly these kinds of disputes. They side with customers over 70% of the time when there’s proof of return.
How to Avoid This in the Future
Cord-cutting is growing fast in New Zealand. More than 140,000 households ditched pay TV in 2024. But most people don’t plan for the return. Here’s how to make sure you don’t become a statistic:- Set a calendar reminder for 7 days after cancellation. That’s your “return equipment” deadline.
- Keep all equipment in one spot from day one. Don’t let it scatter across the house.
- Label each item with masking tape and your name. Even if you’re not planning to cancel now, it makes future returns easier.
- When you move, take the equipment with you-even if you’re switching providers. You’ll need it for the return process.
- Always get a written confirmation of cancellation. Don’t rely on a phone call.
What Happens If You Don’t Pay
If you ignore the charge, here’s the chain of events:- After 30 days: The charge appears on your final statement.
- After 60 days: The provider sends a reminder letter.
- After 90 days: The debt is sent to a collections agency.
- After 120 days: It’s reported to credit bureaus like Centrix or Equifax.
- After 180 days: Your credit score drops by 80-120 points. You might be denied a car loan, phone plan, or even a rental application.
Even if you move overseas, the debt follows you. New Zealand credit agencies share data with Australia. If you ever want to buy property or get a visa in Australia, this could come back to bite you.
Real Example: What Went Wrong
A customer in Christchurch canceled Sky in March 2024. He thought he returned everything. He mailed the main box and remote. But he forgot the DVR box tucked behind his entertainment unit. He didn’t keep the tracking receipt.Three months later, he got a letter from a collections agency: $215 owed. He tried disputing it. Sky said they had no record of return. He had no proof. His credit score dropped to 512. He couldn’t get a new phone contract. He had to pay $50 for a prepaid plan.
He eventually paid the fee to fix his credit. But it cost him more than $300 in lost opportunities.
Final Tip: Always Return Even If You Think It’s Worthless
A broken remote? Still return it. A missing power cord? Return the box anyway. Most providers will waive the fee for one missing part if you return the rest. But if you return nothing, they assume you kept everything-and charge you the full replacement cost.Returning equipment takes 15 minutes. Paying a $200 fee takes months of stress. Don’t let a small oversight cost you big.
What happens if I don’t return my cable box?
If you don’t return your cable box or any other equipment, the provider will charge you the full replacement cost-usually between $100 and $200 per device. This charge can appear on your final bill or months later through collections. If unpaid, it can be reported to credit bureaus and damage your credit score, making it harder to get loans, rentals, or even phone plans.
Do I have to return the remote too?
Yes. Even if the remote is broken, missing batteries, or doesn’t work, it’s still part of the equipment package. Providers track remotes by serial number and charge for them just like the main box. Leaving it behind can add $30-$50 to your bill.
Can I just throw away the equipment?
No. Throwing away equipment is considered loss or theft by your provider. You’ll still be charged the full replacement value. It’s not an environmental issue-it’s a contractual obligation. Always return it through official channels to avoid fees.
How long do I have to return cable equipment?
Most providers give you 30 to 60 days after cancellation to return equipment. Check your cancellation confirmation email for the exact deadline. If you’re unsure, call customer service and ask. Waiting longer than 60 days almost guarantees a charge will be applied automatically.
What if I lost the return label?
Call your provider’s customer service line and ask for a new prepaid return label. Most will email it to you or let you print one from their website. Never pay for postage yourself unless you’re told to-most returns are free. If they refuse to send a label, ask to speak to a supervisor.
Can I return equipment to a store instead of mailing it?
Yes, in many cases. Spark and Sky have retail locations in Auckland and other major cities where you can drop off equipment. Call ahead to confirm they accept returns and what hours they’re open. Always ask for a receipt when you drop it off.
Will I get a refund if I return equipment late?
No. Once the replacement fee is charged, it won’t be automatically removed-even if you return the gear later. You must contact customer service and dispute the charge. You’ll need proof of return (photos, tracking number) to get it removed. Don’t wait-act as soon as you realize you missed the deadline.
