Before posting a new question, please check out our Internet / WiFi and Spectrum TV App troubleshooting pages for common issues, as well as useful information to include in your post.

Advanced Search Options

We have advanced search options to make it easier to locate posts, questions and answers on this community.
More information can be found at Advanced Search Options
If you are looking for something specific, please check if someone else has already asked or answered the same question.

Frequently Asked Questions

(Quick links to the current most searched topics)
How can I pause and rewind live TV using the Spectrum TV app?
Spectrum TV App Supported Devices

New Modem Needed

PamlikeetPamlikeet Posts: 3 Spectator
edited December 2022 in Home Networking Nov 23, 2022

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

  • Renee_TRenee_T Posts: 427 Moderator
    Nov 25, 2022 Answer ✓

    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.

  • PamlikeetPamlikeet Posts: 3 Spectator
    Nov 25, 2022 Answer ✓

    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.


  • SatchSatch Posts: 4,941 Contributor
    Nov 23, 2022

    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.


  • PamlikeetPamlikeet Posts: 3 Spectator
    Nov 23, 2022

    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.

  • William_MWilliam_M Posts: 559 Moderator
    edited November 2022 Nov 25, 2022

    Very sorry for the confusion, glad Renee was able to clear it up!

This discussion has been closed.