Welcome to ModemGuides’ FAQ page! Here you’ll find answers to common questions about our brand and products. Our entirely USA-based team strives to provide the best possible experience for our customers. If you can’t find the answer here, please reach out to us for further assistance.
Returns & Refunds
I submitted my return request, but didn't receive an email. What do I do?
You may not have received an email after submitting your return request due to several possible reasons:
- The email address you entered is not valid
- The message was sent to your spam folder
- You did not completely fill out the form
To correct this and ensure you receive your packing slip, we recommend refilling out the form and submitting again. If you are still unable to find the message, check your spam folder or contact us for a manual return request.
Are shipping charges refunded for ModemGuides returns?
Shipping charges may be refunded depending on the reason for your ModemGuides return. If your shipping charges aren’t refunded, please contact us to determine if you’re eligible for a refund. You may not be refunded for shipping charges if:
- The return was declined by our online return center.
- The return was not due to an error by ModemGuides.
If you placed an order and haven’t received it yet, you can refuse your order when the shipper delivers your package. When we receive the returned items, we’ll credit your account for the price of the items and any shipping costs.
How will I be refunded for my return?
In most cases your refund will automatically go back to the original form of payment used for the purchase. In the event you used multiple forms of payment, your refund may be issued across all payment methods used.
Why was my return declined by the online return center?
- Your return was outside of the return window.
- The item was non-returnable or non-returnable if opened (it will say so on the product listing page if this is the case).
- The online return center wasn’t able to locate the order number or other information needed to process the return (contact us).
- The item is not a ModemGuides.com item.
Will I get a refund if I return an item purchased as part of a BOGO promotion?
When purchasing items as part of a Buy One Get One (BOGO) promotion, the promotional discount is based on the lowest priced item, then applied to each item proportionately. If you choose to return any of the items, your refund will be reduced to the discounted amount for each item.
Here are some examples:
- Buy One, Get One Free: If your first qualifying item is $60 and your second qualifying item is $40, the $60 item will be discounted by $24 and the $40 item will be discounted by $16, which gives a total discount of $40. If either item is returned, the return value will be equal to the original purchase price reduced by its prorated discount.
- Buy One, Get One 50% Off: If your first qualifying item is $60 and your second qualifying item is $40, the $60 item will be discounted by $12 and the $40 item will be discounted by $8, which gives a total discount of $20. If either item is returned, the return value will be equal to the original purchase price reduced by its prorated discount.
Orders & Shipping
What are your shipping days?
We ship Monday through Friday, every week with the exception of US postal holidays and inclement weather. We ship from our primary warehouse in North Carolina, but also from a few fulfillment centers spaced out through the US.
What shipping options do you offer?
We currently offer only 1 shipping speed for our orders. Due to the impact of COVID-19, we had to discontinue all shipping options with guaranteed delivery dates since the postal services have become less reliable. If you’re ordering in bulk, we may be able to provide alternative shipping options, depending on your location. Please contact us for additional information.
How soon will my order ship after cleared payment?
With the exception of bulk orders and back-ordered products, most orders ship within 1-2 business days of cleared payment. We will let you know via email if your order will be significantly delayed.
Please note that order preparation times, shipping times, and delivery may be slightly slower due to social distancing restrictions, local regulations & other consequences of COVID-19.
I need my order ASAP for an installation on ____ day. What can I do to get my order sooner?
We do our absolute best to get orders out as soon as we are able to, regardless of the selected shipping speed despite the limitations of shipping carriers and supply chain disturbances. We completely understand how important it is to have functional internet, especially with everyone’s shift to a digital work and school environment over the past years.
That said, we are not currently able to provide any guaranteed delivery dates due to the inconsistencies with all postal carriers and local/state regulations. We highly recommend holding off on making your appointment with your provider until after you’ve already received your new modem (or at least until you can see the expected delivery date on your tracking number) that way there’s no risk of the modem not being there for your appointment.
What is the shipping like for replacement modems?
Whether you’re getting a replacement due to ordering the incorrect model, or the device you received originally didn’t work out for some other reason, it’s important to us to get your internet back up and running as soon as possible.
Most replacements are shipped same-day and are prioritized to ensure your order arrives quickly. We use 2 to 3-day shipping with Priority Mail or Amazon logistics in most cases, since those are currently the most reliably fast options available.
Where can I find more information about your shipping & delivery policies?
You can read more about our policies on shipping orders, delivery guarantees, and more, on our shipping & delivery policy page.
ModemGuides Activation Guarantee
What is the ModemGuides Activation Guarantee?
At ModemGuides, we take pride in offering devices that are guaranteed to work. We ship expedited replacements if you encounter any issues that prevent activation for models that have been confirmed compatible with your provider.
If you’d prefer to just return your order, we also are happy to issue a full refund back to your original payment method.
To get your Activation Guarantee claim started, all you need to do is contact us, and we’ll get back to you within 24 hours or less.
How long does the Activation Guarantee cover?
ModemGuides’ Activation Guarantee covers the first 90 days after your order has been delivered by the shipping carrier. All claims must be made within the 90-day window to be eligible for Activation Guarantee service.
What devices are covered by the Activation Guarantee?
Because most device types are not compatibility-based in the same way that modems are, we only apply our Activation Guarantee to Cable modems, DSL modems, and both Cable and DSL modem router combos.
How do I start and Activation Guarantee Claim?
To start an Activation Guarantee claim
1. Please contact your provider to ensure that the model you’ve ordered is truly compatible with your service plan, and has been confirmed to work in your area for other customers.
2. Contact us, letting us know the details about your activation that went wrong, such as the modem being defective, any troubleshooting your provider did to help the situation and any other pertinent details about your modem.
3. Wait up to 24hrs for us to get back to your case (Email only).
General Modem Questions
What's the difference between a modem and a router?
A modem is a device that connects your home or office network to the internet. It does this by converting the data that your devices transmit into a form that can be transmitted over a phone or cable line and then converting the incoming data back into a form that your devices can understand.
A router is a device that connects multiple computers or devices to the internet and allows them to communicate with each other. It does this by routing data packets between the devices on your network and the internet.
In short, a modem connects you to the internet, while a router connects your devices to each other and allows them to communicate with the internet. Many modem/router combination devices are available that include both a modem and a router in a single device.
How do I pick what kind of modem to buy to replace my rental modem?
When choosing a modem to replace a rental modem, there are a few key things to consider:
- Compatibility with your internet service provider: Make sure to check with your internet service provider (ISP) to determine which modems are compatible with their service. Your ISP may have a list of approved modems that you can use, or they may have specific requirements for modems.
- Speed and performance: Consider the speed of your internet connection and choose a modem that is capable of handling that speed. For example, if you have a high-speed fiber optic connection, you will want a modem that can handle those speeds.
- Features: Think about any additional features that you may want in a modem, such as built-in Wi-Fi, the ability to support multiple devices, or advanced security features.
- Cost: Consider your budget and choose a modem that fits within your price range. Keep in mind that purchasing a modem upfront may save you money in the long run compared to paying for a rental modem.
It’s also a good idea to read reviews and do some research on the different modems that are available to get a sense of their performance and reliability.
How will I know if the modem I've selected is compatible with my provider?
The best way to determine if a modem is compatible with your internet service provider (ISP) is to check with your ISP. Most ISPs will have a list of approved modems that are known to work with their service, or they may have specific requirements for modems.
You can usually find this information on your ISP’s website, or you can contact them directly to ask. It’s important to make sure that the modem you choose is compatible with your ISP’s service, as using an incompatible modem could result in poor performance or connectivity issues.
In addition to checking with your ISP, you can also check the modem’s specifications to ensure that it is compatible with your internet connection. For example, if you have a fiber optic connection, you will want to make sure that the modem you choose is capable of handling those speeds.
Finally, you can check reviews and do some research on the different modems that are available to get a sense of their performance and compatibility with different ISPs. This can help you make an informed decision when choosing a modem.
Can I use my own modem for my internet instead of the rental?
In many cases, you can use your own modem instead of a rental modem provided by your internet service provider (ISP). However, it’s important to check with your ISP to make sure that they allow the use of third-party modems and to determine which modems are compatible with their service.
If you are considering using your own modem, you will need to make sure that it is compatible with your internet connection. For example, if you have a fiber optic connection, you will want to make sure that the modem you choose is capable of handling those speeds. You will also want to ensure that the modem has all the necessary features and capabilities that you need.
If you decide to use your own modem, you will need to configure it to work with your ISP’s service. This may involve entering specific settings or installing special software provided by your ISP.
Using your own modem can save you money in the long run, as you will no longer need to pay for a rental modem. However, you will need to pay for the upfront cost of the modem, so it’s important to consider your budget and choose a modem that fits your needs and price range.
Will my modem be "plug'n'play"?
Unfortunately, there is no such thing as a truly plug’n’play modem. We do have plenty of both cable and DSL models our techs have rated as very easy to set up and install, however you will still always have a couple steps to get your internet connected.
In general, with all modems you can expect to have to plug it in the same way as the device you’re replacing and then call your provider to have them activate it. They usually ask for some of the numbers on the bottom or back of your modem, and the call lasts usually around 30 minutes or so.
I can't find my WiFi password for my modem or router
Many manufacturers make the WiFi name and password really confusing to find, so we get this question a lot. Here’s an example of a WiFi-enabled cable modem, similar to many of the models we carry.
Here’s an example of an Arris modem’s WiFi information sticker:
In this case, the modem pictured is Dual-Band, so it will actually have 2 separate WiFi networks, both being broadcast at the same time. This helps your network cover a larger range and offers much more reliable, fast signal to your WiFi enabled devices.
WiFi network name #1: 0BDDB9
WiFi network name #2: 0BDDBA
Now that we’ve discovered the WiFi network names – you can see that they’re under the heading “Network Name (SSID)“. You can expect to see this heading wherever your WiFi network name is, even if your device is not made by Arris. Next we’ll cover how to find the WiFi password.
Many people who were able to figure out the WiFi network name on their own, just by looking at their network list may get stumped by the password. Because of the enhanced security features built into most newer modems, the WiFi password is actually called the “Pre-Shared Key” instead. The “unit password” listed towards the bottom of the sticker, is actually just the password to get into the settings panel for the modem (you’ll use this if you ever wanted to change your WiFi name and password from the default). This password will work for both WiFi networks that this model puts out.
WiFi Password: M2C2691B60658
Hope that helps, but feel free to contact us if you’re still stuck or have any other questions!
Can a modem still be compatible with a provider, even if it's not on their official compatible modem list?
Absolutely! We’ve put together Modem Compatibility Lists for most major US-based providers for your convenience. Our lists are compiled from a wide range of cross-referenced sources, in order to show the most options for owning your own modem. You’ll see some manufacturers, online retailers & even resellers state that specific models will be able to work with most providers, or outline specific providers that each model does or doesn’t work with.
It’s also worth noting that most smaller providers permit all models meeting a certain criteria, and don’t provide much of a concrete list since there are so many models that would work.
Because of this, we provide a list that encompasses all modem models that are known to work with the company, based on consistent customer reviews, in-house testing, manufacturer data sheets, and service provider official lists.
Why do some models get removed from the compatibility list?
At ModemGuides, we take pride in our modem compatibility lists and strive to keep them as accurate as possible. If we find out that a device is no longer accepted by a provider, we immediately remove it from our lists. However, it’s important to note that even with our best efforts, there may be instances where a modem model may not work in your specific area, even if it is permitted and used in other areas serviced by your provider. Your best bet is to contact your provider before ordering just to make sure it’s the right thing for your service.
This is why we strongly recommend that you reach out to your provider before making a purchase with us or any other online retailer for your modem. Checking with your provider can help you save time and frustration, and prevent the need for returning your order. Our customer service team is also available to assist you in selecting the best modem for your specific needs, and we encourage you to contact us if you have any questions or concerns about compatibility. We want you to have the best experience possible when using our products, and we are always happy to help in any way we can.