The following information is for customers who are replacing a Spectrum Internet modem and/or WiFi router.

Note: DOCSIS 1.0/1.X modems are no longer supported on our network. To get a replacement modem, contact us or visit a Spectrum store. Please recycle your old modem or bring it to a Spectrum store for proper disposal. If you do a modem swap with us, you'll receive a mail return lable in your package which can be used to return your old modem.

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Self-Install

Self-Install Replacemement Kit Contents

Spectrum Internet Modem Swap (Home Delivery/Store Kits):

  • DOCSIS 3.0 Modem
  • Power Cord
  • Ethernet Cable

Printed Material:

  • Personalized Welcome Letter
  • Easy Installation Guide For Modem Swaps
Modem Swap Kit

Getting a Self-Install Kit

There are two ways to get an Internet Self-Install Kit.

  • Home Delivery Kit: Contact us to have a kit sent directly to your home. It generally arrives within three days.
  • In-store pickup: You can visit one of our stores to get a Self-Install Kit.
If you request to pick up a Self-Install Kit by phone or online chat, the representative will place an open work order for you. Your order remains open for seven business days. If you don't pick up the Self-Install Kit within that time, the order is cancelled. Only the account holder and authorized users may pick up equipment at a Store for self-install.

Replacement Instructions

Follow the steps below to swap your existing modem or the instructions included in your self-install kit.

Get the installation guide for your modem swap.

Note: Please see diagram below to determine if your existing modem supports both your Internet and Voice service. You will have a phone cable connected from your old modem to a phone jack or a handset if it supports both your Internet and Voice services. If your existing modem supports both your Internet and Voice Service, your Voice service will be unavailable during the modem swap. Once your modem is activated, your Voice service will be restored.

Disconnect Your Old Modem

  1. Identify the modem that is connected to your computer or Wi-Fi router through an Ethernet cable.
  2. Unplug the old modem power cord from the electrical outlet. If you have a Wi-Fi router connected, unplug this power cord as well.
  3. Disconnect the coax cable and the Ethernet cable from the old modem.
  4. If there are phone cables connected to your modem, make a note of which port your phone cable(s) were plugged. Disconnect the phone cable(s).
Modem Swap Diagram

 

Connect Your New Modem

  1. Connect the coax cable and the Ethernet cable to the new modem.
  2. If you disconnected the phone cable(s) from your old modem, connect them to the new modem in the same port(s) that they were connected to on the old modem.
  3. Use the power cord that came with the new modem to connect the modem to the electrical outlet and wait two minutes until your modem turns on.
  4. If you have a WiFi router, reconnect the power cord to the electrical outlet and wait for the router to power up.

Activate the Modem

  1. Open your Internet browser and go to the Activation Site. Select Replace My Equipment to activate the modem.
  2. Follow the prompts to complete activation.
Don't forget to follow the instructions in your Self-Install Kit to return your old modem by mail or in a Spectrum store.
Note: If you attempt to install your own device from our authorized modems list that doesn't meet the speed tier you ordered or if we cannot determine the device qualification, you'll get a message that notifies you of this and you'll be asked to acknowledge this before you proceed.
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