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Receipt of new modem

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Posts: 1 Newcomer

Why did we receive a new modem in the mail? We have always used our own modem. Are we being forced to use your modem now and being billed monthly for it?

Best Answer

  • Posts: 234 ✅ Verified Employee Moderator
    Answer ✓

    Hello & welcome @DBRice,

    Reviewing the account associated with your profile here, I'm showing a Spectrum provided modem (DOCSIS 3.0 device) and router are currently active and new equipment has been sent to replace that equipment (DOCSIS 3.1 modem). The active equipment on the account is ours and was added in 2018. Notices regarding the need to exchange equipment began in February and have occurred by mail, bill statement messages, email and text notification. We do not charge monthly for our modems, but do charge monthly for the router. You can use your own router to avoid the charge for a router supplied by us. There are no new charges associated with the equipment being sent for exchange. You can return the existing equipment to a Spectrum store location, or The UPS Store, which would handle packaging and shipping back to us at no cost to you. The new equipment needs to be connected soon as the existing modem will be disabled.

Answers

  • Posts: 6,016 Contributor

    Welcome to our Community!

    The modems are included with Internet Service at no charge. Spectrum is phasing out the old Docsis 3.0 modems, and replacing them with Docsis 3.1 modems, which allow for faster speeds and better reliability as part of their network upgrades.

    You would need to return the old modem to a Spectrum Store or via UPS store within two weeks of activating the new modem. If you take it to UPS, tell them you are a Spectrum customer and they will take care of the rest! Get a receipt to verify the return of the old modem.

    Satch

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