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Wireless Router Support

Equipment Rental Exchange Policy

If your current rental equipment is out-of-date or not functioning as expected, we will exchange it for you for free. If you wish to exchange your device, please do the following:

  1. Place all equipment to be returned, accessories and user instructions in its original packaging.
  2. The quickest way to exchange your equipment is to bring it to your local Customer Care Center. To find the nearest store location, visit our Store Locator page.
  3. If you cannot reach one of our Customer Care Centers. You can call Customer Support (1-800-928-2311) and request a Return Merchandise Authorization (RMA) kit. Included in the RMA kit is packaging for your device return and a prepaid shipping label authorizing the return. Once you have received the RMA kit, place the entire device package in the RMA kit and send to Bluegrass Cellular at 2902 Ring Road, Elizabethtown, KY 42702. The new router will be issued with the RMA kit. Failure to return the original device via RMA kit may mean additional charges to your account until the original device has been returned.
  4. All original devices will be evaluated upon return. If not deemed in acceptable condition, an additional fee may apply.1

Rental Return Policy

If you are unsatisfied with our Home Internet service and plan to change service, the rental router must be returned in acceptable condition1 to one of our store locations within 7 days of service termination. All equipment must be returned in its original packaging. Customers who fail to return the router in a timely manner may be assessed and charged an additional fee. Please contact Customer Service for additional information.

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1 As part of the rental agreement, customer shall safeguard the Equipment and prevent damage to, or loss of, the Equipment. Customer hereby assumes and shall bear the entire risk—including theft, loss, destruction, or damage—relating to the Equipment until the Rental Agreement is terminated and Bluegrass Cellular has received possession of the Equipment in Acceptable Condition from Customer. In the event Equipment is stolen, lost, misplaced, or becomes nonfunctional, Customer shall immediately notify Bluegrass Cellular of such event, and Bluegrass Cellular reserves the right to immediately suspend or terminate Customer’s service under the CSA. In the event the Equipment is not returned to Bluegrass Cellular in Acceptable Condition for any reason whatsoever, Bluegrass Cellular may assess Customer a fee in the amount of up to $230 to replace the Equipment, and may charge such fee to the bank card or credit card associated with Customer’s account.

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