Can't find Bell landline modem

[estaters]

I'm the executor for a deceased Bell customer and after cancelling his home phone I was told to send his modem back. However, I can't find it in the house. Can someone suggest where I ought to look? His actual phone was in the kitchen but it looks like the modem is a big black box and I don't know how I could have missed that. Alternatively, is there any chance he didn't have a modem and the rep I spoke with just assumed he did?

[WelshTerrier]

Good Day.

 Please accept my condolences at this very difficult time.

A modem is required for Bell Home phone service in locations that have been converted from copper to fibre.

As executor to the estate, the service representative was making you aware of the requirement to return this rental equipment. It would be shown on his MyBell account in the Internet services section. The modem will be listed as rental on his monthly bill in the internet section of the document.

Depending on the model of the modem, it can be black or white in color.  It will be a HH2000, 3000, 4000 or Giga Hub. The modem may be in installed nearby the phone or in a location close to the entrance of the Bell service cables.  In a home, it may  be attached to a wall, beside an electrical panel in the basement or simply sitting on a cabinet. Check outside to see where the Bell wiring enters the home. This will give you a clue as to what area of the house it may be located in. A power supply & cord plus telephone cord will be attached to the back of modem.

Once you have located the modem, unplug the phone cord, the modem & the power supply from the back of the modem. The power supply & a/c cord plus the modem need to be packaged up and returned to Bell.

I have included the following web link to assist in returning the Bell modem.

Bell - Equipment return

Thank you for reaching out to the Bell Community Forum. Let us know if we can be of further assistance. 

Take care.

[estaters]

Thank you, that's helpful. There is an internet section on the final bill but it doesn't mention a modem specifically -- there's a line for the Bell Internet ID, one for "Fibe 15 (Fibe network access)", and one for McAfee Security. The previous monthly bill has lines for internet and home phone and the internet monthly charges are listed as $0.00.

Does one of those lines on the final bill imply that there is a modem? Editing to add that there is no sign of a modem in the home.

[WelshTerrier · Accepted solution]

Good Day.

I wish I could do more for you, but I cannot. I do not have access to your account & billing records. There is a modem with Fibe 15 package. Please refer to the following web link.

Fibe 15 - Bell Internet Package, Plan and Pricing

I can only surmise that the Bell Internet ID is likely the internet account number: "b1******". The $0.00 monthly charges may be no charge for the rental of the modem.

For further assistance, you are going to need to speak to Bell Customer Service.

There is little more I can do for you without being there and having access to the appropriate documents.

Take care.

[estaters]

Thank you nonetheless! I'll take one more look around the house and see if it's hiding somewhere otherwise call customer service again.