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Support


RMA Policy


A Return Material Authorization (RMA) number must accompany all products returned to us. Buyer must supply valid product serial number(s) to obtain an RMA number. Have a credit card or purchase order number available at the time of the RMA request. The RMA number must be clearly visible on the outside of the packaging to prevent delayed processing.

Repair/Return and Upgrade RMA Requests


If the product requires an upgrade or requires repair, use the online form to Submit an RMA Request and receive an immediate RMA number to return the product to ADTRAN. All requests submitted via the website will be processed as repair/upgrade and return RMAs. Alternatively, you may contact the Customer Care Center by email or by calling toll-free (888) 423-8726.

NOTE: If your unit has failed, you are strongly encouraged to work with a Technical Support Engineer to avoid any unnecessary fees prior to returning equipment.

Advanced Replacement RMA Requests


Dead On Arrival (DOA), products entitled to next business day warranty replacement, and products covered by an ADTRAN service plan may be eligible for Advance Replacement RMA. This RMA will be issued by the Technical Support Department after a Technical Support Engineer has had an opportunity to troubleshoot and validate the product failure. ADTRAN retains the final decision regarding replacement eligibility. Open a support case to troubleshoot and obtain an Advance Replacement RMA.

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