Frequently Asked Questions

About ModemGuides

What does ModemGuides sell?

ModemGuides specializes in new and professionally refurbished networking equipment for homes and small businesses. Our selection includes cable modems, DSL modems, fiber gateways, wireless routers, mesh network systems, modem router combos, range extenders, and access points from trusted brands like Arris, Motorola, Netgear, Hitron, TP-Link, Zyxel, and Actiontec.

Are refurbished modems as good as new ones?

Yes. A modem has no moving parts and no battery to wear out, which makes it one of the best categories of electronics to buy refurbished. Every Grade A refurbished device we sell is inspected, tested, and restored to full working condition before listing, then backed by the same 90 day warranty as our new equipment. You get identical performance at a fraction of the price of buying new.

What does Grade A refurbished mean?

Grade A is the highest refurbished condition grade. It means the device is fully functional, professionally tested, and shows minimal to no cosmetic wear. Each unit is also deregistered from any previous account, which is the step that private sellers skip and the most common reason a used modem fails to activate.

Where is ModemGuides located?

ModemGuides is a US-based company headquartered in Montana, operated by Archer Networks LLC. Our customer support team is also entirely US-based and available via chat and email.

What is your affiliate disclosure?

ModemGuides.com is a participant in several affiliate programs. We may earn a small commission when you buy qualifying items through affiliate links on our site at no additional cost to you. This does not affect the price you pay or the products we recommend.

Orders and Shipping

When will my order ship?

Please view your order confirmation email for estimated shipping timeframes. Because our products are fulfilled from multiple warehouse locations, shipping times may vary by item.

Do you offer free shipping?

Yes. Free shipping is automatically applied to all orders of 49 dollars or more. No coupon code is needed.

Do you offer expedited shipping?

We only offer the shipping methods listed on our website at this time. Because our products ship from multiple partner warehouses, we are unable to offer additional shipping methods, including overnight shipping.

Do you ship internationally?

At this time, ModemGuides ships within the United States only.

My order arrived damaged or broken. What should I do?

Contact us right away for support and a replacement. We know staying connected is time sensitive, and we prioritize getting replacements shipped as quickly as we are able to.

Returns and Warranty

What is your return policy?

We offer free returns within 30 days of delivery. To start a return, contact us for an RMA number and return instructions. Returned items must be the same device that was shipped to you and arrive at our warehouse in the condition they were received to qualify for a full refund.

What does your 90 day warranty cover?

Every order from ModemGuides includes a 90 day warranty covering defects and failures. If your device stops working or develops a defect within 90 days of delivery, contact our support team and we will arrange a replacement or refund.

How do I start a return or warranty claim?

Reach out to our support team through our contact page. We will issue an RMA number and provide step-by-step instructions. Please do not ship items back without an RMA number, as this may delay your refund or replacement.

Product Compatibility

Can I use my own modem with Spectrum?

Yes. Spectrum allows customer-owned modems on its standard internet plans, and buying your own eliminates equipment fees. Spectrum only activates modems on its approved list, so shop our Spectrum compatible modems or check our Spectrum approved modem list before you buy. Note that Spectrum ends support for DOCSIS 3.0 modems after October 28, 2026, so any new purchase should be DOCSIS 3.1.

Can I use my own modem with Xfinity?

Yes. Xfinity supports customer-owned modems on nearly all of its internet plans, which removes the monthly gateway rental fee. The modem must appear on Xfinity's approved device list for your plan, and some enhanced upload tiers require specific models. Our Xfinity approved modem list breaks down which models work with each speed tier.

Can I use my own modem with other providers like Cox, Optimum, or AT&T?

Most cable providers, including Cox, Optimum, Mediacom, and Sparklight, allow customer-owned modems on internet-only plans. Fiber providers like AT&T Fiber and Verizon Fios generally require their own gateway, and cable voice plans usually require ISP equipment as well. We organize our shop by provider so you can browse devices verified for your service, and we recommend confirming your specific model with your ISP before ordering.

How do I know if a modem is compatible with my internet provider?

We organize our shop by internet service provider so you can browse devices verified to work with your plan, including Comcast Xfinity, Charter Spectrum, CenturyLink, AT&T, Optimum, Frontier, Mediacom, and Verizon Fios. We always recommend contacting your ISP to confirm a specific model is compatible with your service plan before placing your order.

What is your activation guarantee?

Compatible modems purchased from ModemGuides are guaranteed to activate with compatible internet service providers. If you purchase a modem listed as compatible with your ISP and it does not activate, contact our support team and we will make it right. The activation guarantee applies to supported modem models.

Will owning my own modem really save me money?

Yes. Most internet providers charge a monthly equipment rental fee, typically between 10 and 15 dollars per month. By purchasing your own modem, you can save 168 dollars or more per year, and a refurbished modem usually pays for itself within the first few months.

Do I still need a separate router if I buy a modem?

A standalone modem provides your internet connection but does not broadcast a WiFi signal on its own. You will need a separate wireless router to create a WiFi network, or you can purchase a modem router combo that handles both functions in a single device. We carry both options.

What is the difference between DOCSIS 3.0 and DOCSIS 3.1?

DOCSIS 3.1 is roughly ten times faster than DOCSIS 3.0, with lower latency and support for gigabit and multi-gig plans. More importantly, major providers are retiring DOCSIS 3.0: Spectrum ends 3.0 support after October 28, 2026, and Xfinity has been removing older 3.0 models from its approved list. For any new purchase in 2026, we recommend a modem from our DOCSIS 3.1 collection. Every 3.1 modem is fully backwards compatible with 3.0 networks.

Should I wait for DOCSIS 4.0?

For most people, no. Retail DOCSIS 4.0 modems are only beginning to reach stores, and most cable networks remain optimized for DOCSIS 3.1. A DOCSIS 3.1 modem with a 2.5 Gigabit Ethernet port covers every current cable plan and will continue working as networks upgrade. Waiting only makes sense if your provider already offers DOCSIS 4.0 service at your address and you need symmetrical multi-gig speeds today.

Bulk and Business Orders

Do you offer bulk pricing?

Yes. Buy 10 or more select devices and receive 10 percent off your order, applied automatically at checkout. Visit our Bulk Sale page to browse eligible products.

Do you sell to businesses?

We do. ModemGuides provides networking equipment for small businesses, including wireless routers, modems, and mesh systems built for commercial connectivity needs. Browse our Routers for Business collection or contact us for help with larger orders.

Technical Support

How do I contact customer support?

You can reach our US-based support team through our contact page via chat or email. We are happy to help with product questions, compatibility checks, setup assistance, and order issues.

Do you offer setup help for modems and routers?

Our support team can assist with general setup questions. We also publish free troubleshooting and setup guides covering modem activation, router configuration, mesh setup, firmware updates, and common connectivity issues.

Where can I find troubleshooting guides?

Visit our blog for a growing library of free articles with step-by-step troubleshooting for popular devices and internet providers. New guides are published regularly.