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Ordered new Spectrum modem online through an email- Couldn't/wouldn't connect
I have a Ubee router through Spectrum that is about 7 years old. Through a Spectrum email I received, I ordered a new modem from Spectrum because it said I needed one.
They sent me a new modem and router about 2 days later. But, I use my own router.
Tried for almost 2 hours to set up the modem and was not successful. The lights appeared to come on correctly as the instructions stated. The provided instructions told me to go on the my spectrum app to add the new router but there was no option on the APP to add any new equipment- I looked numerous times. it simply had my old router info.
Boxing up the new equipment and dropping it off at my local Spectrum store. Keeping my old router.
Comments
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Hello and welcome to the Spectrum Community!
I was able to find your account using your login information. You would need to activate the new modem first after connecting it. The self install kit should have come with the instructions on how to do that. I also am not seeing you are using your own router but the router that is built into the modem from us.
If you like we can activate the modem and router from here for you. Please plug in the new modem and router and then let us know as they need to be connected to activate them.
-Tyleen
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there was no way to activate the modem or router The included instructions kept referring me to the app. i signed on to the App 5-7 times and there was never any option to add a new modem. I clicked on everything possible for hours til i got sick of trying.
i don't understand the rest of your post.
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I apologize for the confusion. Please plug in the new modem and router you got so that we can activate it. I am seeing the modem that you had prior to the new one we sent to you was built into the modem you have from us. Now you have a modem and router.
-Tyleen
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the new router will cost $10 a month. i don't want to pay that. I've had my own netgear router for 3-4 years.
if i don't need a new modem, i will just keep using this ubee one i had had for 5+ years at least.
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The cost to use our wireless is $7 a month. I am not seeing there will be any changes to your billing as you have our router already that is built into the modem you have from us already. If you do not wish to use our wireless you would need to call in to customer service at 1-855-707-7328 and have them remove the wireless service charge.
-Tyleen
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i dont understand your comment about you not seeing my use of my own router.
if I turn off my own netgear router, I immediately lose my wifi service in my house. so definitely using it.
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We charge $7/mo for a router with WiFi. As you are using your own, we would recommend calling in to remove the WiFi service and then you can return our router as you won't need it. I do recommend still connecting the new modem and completing the activation, the Ubee is very old.
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i did connect the new modem (and my own router and even tried your new router that i was sent), but could not get it to work as i mentioned.
the instructions said connect them and then add them in my spectrum app. when i repeatedly opened the app, there was no way to add the new equipment. i tried multiple times over 2 hours.
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If you don't see options in the app, you can try going directly to activate.spectrum.net or calling us at 1-855-707-7328, but the modem needs to be connected and online during that process.
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