Discontinuing Service

If you are requesting service to be discontinued, please contact Firefly Customer Service with your request. If you fail to notify Firefly of your request to terminate service and return your equipment, you will be assessed an equipment charge on your final bill. 

Equipment Return

Firefly is happy to schedule equipment pickup at your service location at no extra cost when you need to cancel your account; however, we realize that is not always possible to coordinate this in advance. We are now able to offer a mail-in option for customers to return equipment to Firefly to prevent unreturned equipment charges being applied to their account.

Equipment must be sent via US Mail to:

Firefly Fiber Broadband
PO Box 419
Palmyra, VA 22963

You are responsible for the safe packaging of your equipment and shipping costs for the return. Please package the equipment securely in a sturdy box with package cushioning such as bubble wrap or packing peanuts to ensure safe delivery. We suggest you utilize a tracking method with USPS to ensure receipt. If you decide to utilize package insurance, the value is $150. Please CLICK HERE to download the equipment return form. Please fill it out and return the form inside the boxed equipment to ensure proper credit for your return.

The equipment you are required to return to Firefly upon cancellation of your account includes:

1. Calix Router; AND
2. Power cord for the router; ALSO
3. If you have a Mesh Extender, this must also be returned with its power cord.

EQUIPMENT YOU WILL NEED TO RETURN

– ROUTERS –

– MESH EXTENDERS –

– BATTERY BACKUP –

EQUIPMENT YOU DO NOT NEED TO RETURN

– MODEM –