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New Modem Needed
Pamlikeet
Posts: 3 Spectator
Got a letter from Spectrum stating to get a new modem for their updated service. Gave link and directions to have that sent to me. Link is not matching info on my account to my info I key in. Just spent an hour on the phone with an agent who was trying to order that for me, send to my HOME addrress vs. where the service is located since it is a vacation home and service is on seasonal status. He could not not do it in an hour. So agent can't help and online doesn't have correct info and he asked me to go to a store. How do I get the updated modem mailed to me, at the billing address vs the service address?
Accepted Answers
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Renee_T
Posts: 427 Moderator
Hello @Pamlikeet
Equipment that is mailed out would need to be mailed to the service address. It is an automated process for us to mail the equipment out, so we do not have an option to change the address that it is going to. I would suggest that you request the new equipment be mailed out closer to when you are going to be at the home so that the equipment is not sitting out. If there is anyone nearby that would be able to be at the home for you, a technician visit would be able to be set up to install a new one, as long as the person is over 18.
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Pamlikeet
Posts: 3 Spectator
Thank you Renee_T. I guess the customer service agent had no clue that was the case or, he just wanted to waste an hour. I guess I will need to stop at the store on the way down. I can install it myself. No tech needed. Thank you.
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Replies
Hello @Pamlikeet ,
Welcome to the Community!
Set up a service call for a signal and drop line test, letting the agent on the phone know that you are not getting the new updated speeds because your modem is too old. A tech will be dispatched to your home. He will check your signals and drop line, and will bring you a new modem. You don't have to do anything except make the service call appointment.
Satch
Thanks, but this doesn't help. They have already told me my modem is not efficient. I can't have a tech come as this is in a remote area and nobody will be there for months. They said they would mail it and that is what I want, I just don't want it sitting there for 5 months, outside, until someone gets there.
Very sorry for the confusion, glad Renee was able to clear it up!