Frequently Asked Questions

About ModemGuides

What does ModemGuides sell?

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

Are your products new or refurbished?

We carry both new and professionally refurbished equipment. Each refurbished device is thoroughly inspected, tested, and restored to full working condition before being listed for sale. Every order is backed by our 90-day warranty regardless of whether the item is new or refurbished.

Where is ModemGuides located?

ModemGuides is a US-based company headquartered in North Carolina. 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 & 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 or more. No coupon code is needed.

Do you offer expedited shipping services?

We only offer the shipping methods listed on our website at this time. Due to our products being spread across multiple warehouses of our shipping partners, 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?

Please contact us for support and a replacement. We understand that staying connected is a time-sensitive concern for most of us and are happy to prioritize getting your replacement shipped out as quickly as we are able to.

Returns & Warranty

What is your return policy?

We offer a 90-day return window from the date of delivery. To start a return, please contact us for an RMA number and return instructions. All returned items must be the same device that was shipped to you and be received at our warehouse in the same condition they arrived in to qualify for a full refund.

What does your 90-day warranty cover?

Every order from ModemGuides includes a 90-day warranty. 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 return instructions. Please do not ship any items back without an RMA number, as this may delay your refund or replacement.

Product Compatibility

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

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

What is your activation guarantee?

Our activation guarantee means that 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 $14 per month. By purchasing your own modem, you can save up to $168 or more per year. The modem usually pays for itself within a 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 3.0 modems support download speeds up to around 600-700 Mbps, which is sufficient for most standard cable plans. DOCSIS 3.1 modems support multi-gigabit speeds and are required for gigabit-tier cable internet plans. If your ISP offers gigabit speeds or you plan to upgrade in the future, a DOCSIS 3.1 modem is the better long-term investment.

Bulk & Business Orders

Do you offer bulk pricing?

Yes. We currently offer a bulk sale where you can buy 10 or more select devices and receive 10% off your order. 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 designed to meet commercial connectivity needs. Browse our Routers for Business collection or contact us for assistance 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 customer support team can assist with general setup questions for customers. We also publish free troubleshooting and setup guides on our blog covering topics like modem activation, router configuration, mesh network setup, firmware updates, and common connectivity issues.

Where can I find troubleshooting guides?

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