Modems

What is a Modem?

• Converts signal from ISP network to usable internet connection
• Connects to router or directly to computer
• Required for all broadband connections
• Technology-specific (cable, fiber, DSL)

Cable Modem - CM3000

• Technology: DOCSIS 3.1
• Max Speed: Up to 1 Gbps
• Channels: 32 downstream / 8 upstream
• Ports: 1 Gigabit Ethernet
• Dimensions: 7" × 5" × 2"
• Power: 12V adapter
• LED Indicators: Power, Downstream, Upstream, Online
• Compatible Plans: Up to 1Gig

Fiber ONT (Optical Network Terminal) - FT5000

• Technology: GPON or XGS-PON
• Max Speed: Up to 10 Gbps
• Ports: 1 or 4 Gigabit Ethernet (model dependent)
• Phone Ports: 2 RJ-11 (if VoIP included)
• Dimensions: 8" × 6" × 2"
• Power: Battery backup capable
• Mounting: Wall-mounted, typically in garage/utility room
• LED Indicators: Power, PON, LAN, Phone
• Compatible Plans: Fiber 500, Fiber 1Gig, Fiber 2Gig

DSL Modem - DM200 (Legacy)

• Technology: VDSL2 or ADSL2+
• Max Speed: Up to 100 Mbps (distance dependent)
• Ports: 1 Gigabit Ethernet, 1 phone line
• Dimensions: 6" × 4" × 1.5"
• Power: 12V adapter
• LED Indicators: Power, DSL, Internet, Ethernet
• Compatible Plans: Basic Broadband 50, Basic Broadband 100
• Note: Being phased out in favor of fiber

Routers

What is a Router?

• Distributes internet connection to multiple devices
• Creates home network (wired and wireless)
• Provides WiFi access
• Includes firewall and security features
• Manages IP addresses (DHCP)

Standard WiFi Router - WR500

• WiFi Standard: WiFi 5 (802.11ac)
• Max WiFi Speed: 1200 Mbps combined (300 + 900)
• Bands: Dual-band (2.4 GHz and 5 GHz)
• Range: Up to 1,500 sq ft
• LAN Ports: 4 Gigabit Ethernet
• USB: 1 USB 2.0 port
• Security: WPA3
• Antennas: 2 internal
• Guest Network: Yes
• Parental Controls: Basic
• Included With: All plans up to 500 Mbps
• Monthly Fee: Included in base price

Advanced WiFi Router - WR1000

• WiFi Standard: WiFi 6 (802.11ax)
• Max WiFi Speed: 3000 Mbps combined (600 + 2400)
• Bands: Dual-band with OFDMA and MU-MIMO
• Range: Up to 2,500 sq ft
• LAN Ports: 4 Gigabit Ethernet
• WAN Port: 2.5 Gigabit Ethernet (for multi-gig plans)
• USB: 1 USB 3.0 port
• Security: WPA3
• Antennas: 4 external adjustable
• Guest Network: Yes (multiple SSIDs)
• Parental Controls: Advanced with schedules
• QoS: Yes (priority by device/application)
• Included With: Fiber 1Gig and above
• Optional Add-on: $10/month for lower plans

Business Router - BR2000

• WiFi Standard: WiFi 6 (802.11ax)
• Max WiFi Speed: 5400 Mbps combined (600 + 2400 + 2400)
• Bands: Tri-band
• Range: Up to 3,000 sq ft
• LAN Ports: 4 Gigabit Ethernet
• WAN Port: 10 Gigabit SFP+
• Security: Enterprise-grade firewall, IDS/IPS
• VPN: Built-in VPN server and client
• Management: Web interface + mobile app
• Guest Network: Yes with captive portal
• VLAN Support: Yes
• Redundancy: Dual WAN failover capable
• Included With: All business fiber plans

Mesh WiFi Systems

What is Mesh WiFi?

• Multiple access points that work together as one network
• Eliminates dead zones and weak signal areas
• Seamless roaming between access points
• Ideal for large homes or multi-story buildings
• Self-healing and self-optimizing

Mesh WiFi System - MW300 (3-Pack)

• WiFi Standard: WiFi 6
• Coverage: Up to 6,000 sq ft
• Units: 1 router + 2 satellite nodes
• Speed: 3000 Mbps combined per unit
• Ports per Unit: 2 Gigabit Ethernet
• Bands: Dual-band
• Backhaul: Wireless or wired
• Management: Mobile app only
• Guest Network: Yes
• Parental Controls: Advanced
• Monthly Fee: $15/month or $299 purchase
• Best For: Homes 2,000-6,000 sq ft

Mesh WiFi Pro - MW500 (3-Pack)

• WiFi Standard: WiFi 6E (includes 6 GHz band)
• Coverage: Up to 7,500 sq ft
• Units: 1 router + 2 satellite nodes
• Speed: 6600 Mbps combined per unit
• Ports per Unit: 3 Gigabit Ethernet + 1 2.5 Gig WAN
• Bands: Tri-band (2.4, 5, 6 GHz)
• Backhaul: Dedicated 6 GHz wireless backhaul
• Management: Web + mobile app
• Guest Network: Multiple with isolation
• Parental Controls: Advanced with AI security
• IoT Network: Dedicated 2.4 GHz for smart home
• Monthly Fee: $20/month or $499 purchase
• Best For: Large homes 4,000+ sq ft, smart homes

Gateway Devices (Modem + Router Combo)

Cable Gateway - CG4000

• Combines DOCSIS 3.1 modem + WiFi 6 router
• Max Speed: 1 Gbps internet, 3000 Mbps WiFi
• LAN Ports: 4 Gigabit Ethernet
• Phone Ports: 2 (if voice service included)
• Coverage: Up to 2,000 sq ft
• All-in-one convenience
• Included With: Most cable broadband plans

Fiber Gateway - FG5000

• Combines ONT + WiFi 6 router
• Max Speed: 10 Gbps fiber, 5400 Mbps WiFi
• LAN Ports: 4 Gigabit Ethernet + 1 10 Gig port
• Tri-band WiFi 6E capable
• Coverage: Up to 2,500 sq ft
• Included With: Fiber 2Gig and Fiber 5Gig plans

Additional Equipment

WiFi Extender - EX200

• Extends WiFi range from existing router
• Coverage: Adds 1,000 sq ft
• Speed: Up to 1200 Mbps
• Plug-in design
• 1 Ethernet port
• LED signal strength indicator
• Monthly Fee: $5/month or $79 purchase
• Note: Mesh WiFi is better option for most customers

MoCA Adapter - MC100

• Extends network over existing coax cable
• Speed: Up to 2.5 Gbps over coax
• 1 Gigabit Ethernet port
• Ideal for wired backhaul in mesh systems
• Also good for wiring entertainment centers
• Sold in pairs
• Monthly Fee: $8/month or $149 purchase (pair)

Battery Backup - BB200

• Provides power to modem/ONT during outages
• Backup Time: 8 hours (standby), 2-4 hours (active use)
• For fiber customers with VoIP phone service
• Maintains 911 calling capability
• LED indicators for battery status
• Battery replacement: Every 3-4 years
• Monthly Fee: $10/month or $199 purchase
• Replacement Battery: $49

Rental Option

Advantages:

• No upfront cost
• Free equipment upgrades as available
• Free replacement if equipment fails
• 24/7 technical support included
• Easy equipment return when canceling service

Disadvantages:

• Ongoing monthly fee ($10-20/month)
• Costs more long-term than purchasing
• Equipment must be returned or pay unreturned equipment fee

Best For: Customers who want convenience, plan to change service, or are on a budget upfront

Purchase Option

Advantages:

• No monthly equipment fee
• Saves money long-term (breaks even in 12-24 months)
• Own the equipment
• Can take equipment if moving (compatibility permitting)

Disadvantages:

• Higher upfront cost
• Customer responsible for replacement if fails (after warranty)
• May need to purchase new equipment if upgrading speed
• Technical support may be limited to owned equipment

Best For: Long-term customers who want to save money over time

Customer-Owned Equipment (BYOD)

Allowed Equipment:

• Routers: Any WiFi router can be used
• Cable Modems: Must be on our approved list (DOCSIS 3.1)
• Fiber ONT: Must use our equipment (not customer-owned)
• DSL Modems: Must use our equipment

Support Policy:

• We support connectivity to our modem/ONT
• Router configuration is customer's responsibility
• We help with basic connectivity troubleshooting
• Advanced WiFi or network issues: customer must resolve
• If customer equipment suspected to cause issue, may require using our equipment temporarily to test

Advantages:

• No monthly rental fee
• Customer can choose preferred brand/features
• May have better performance or features

Disadvantages:

• Purchase cost
• Limited technical support
• Compatibility must be verified
• Customer responsible for setup and troubleshooting

Self-Installation

Eligibility:

• Available for cable and some fiber installs
• Pre-existing wiring required
• No construction or new cable runs needed
• Customer must be technically comfortable
• Not available for business services

Self-Install Kit Contents:

• Modem or gateway (if renting)
• Coax cable (for cable service)
• Ethernet cable
• Power adapter(s)
• Quick start guide with step-by-step instructions
• WiFi network name and password (pre-configured)
• Phone number for installation support

Self-Install Process:

1. Customer receives kit 3-5 days before activation date
2. On activation date, customer connects equipment
3. Equipment auto-activates (usually within 15 minutes)
4. Customer sets up WiFi devices
5. If issues, customer calls self-install support line
6. Installation support available 7AM-11PM daily

Fee: $0 (waived for self-install)

Timeline: Same day as kit installation, typically 15-30 minutes

Professional Installation - Residential

When Required:

• No existing wiring
• New construction
• Fiber installation
• Customer requests professional install
• Multiple rooms need wired outlets
• Complex home layout

What's Included - Standard Install:

• Installation or activation of internet service
• Modem/ONT installation and configuration
• Router setup with WiFi configuration
• Connection of up to 1 wired device
• Basic speed test and verification
• Customer walkthrough of equipment

Standard Installation Fee: $99

• Often waived with 12+ month contract
• Waived for Fiber 1Gig and above
• May be waived during promotions

What's NOT Included:

• Inside wiring beyond 50 feet from entry point
• Wall fishing or wall penetrations (beyond standard entry)
• Connecting multiple devices throughout home
• Custom network configuration
• Smart home device setup
• Computer setup or software installation

Premium Installation Services (Additional Fees):

• Custom Wire Run (per room): $49
• Wall Fishing/Attic Work: $99/hour
• Additional Outlet Installation: $39 each
• Whole Home Mesh WiFi Setup (customer-owned): $79
• Smart Home Device Connection (per device): $15
• Computer Setup & Software: $49

Installation Appointment:

• 4-hour windows: 8AM-12PM or 1PM-5PM
• Customer must be present (18+)
• Appointment confirmed 24 hours prior via text/email
• Technician calls 30 minutes before arrival
• Typical install takes 1-2 hours

Timeline:

• Cable: 3-7 business days from order
• Fiber (existing infrastructure): 7-14 business days
• Fiber (new build/construction): 30-90 days

Professional Installation - Business

What's Included:

• Site survey and planning
• Fiber or cable installation to building
• Equipment installation and configuration
• Network setup (including VLANs if needed)
• Static IP configuration
• WiFi setup with guest network
• Comprehensive speed and connectivity testing
• Customer training on equipment and portal
• Documentation of installation and network diagram

Installation Fee:

• Small Business: $199 (waived with 24-month contract)
• Medium Business: $499 (waived with 36-month contract)
• Enterprise: Custom (typically waived)

Timeline:

• Small Business: 10-15 business days
• Medium Business: 15-30 business days
• Enterprise/Custom Build: 30-90 business days

Modem/ONT Setup

Cable Modem Connection:

1. Connect coax cable from wall outlet to "Cable In" on modem
2. Connect power adapter to modem and plug into outlet
3. Wait for all lights to turn solid (5-10 minutes):
   • Power: Solid green
   • Downstream: Solid green (may take 2-5 minutes)
   • Upstream: Solid green (after downstream)
   • Online: Solid green (modem is online)
4. If using separate router: Connect Ethernet cable from modem to router WAN port
5. If direct connection: Connect Ethernet from modem to computer

Fiber ONT Connection:

1. ONT typically installed by technician (wall-mounted)
2. Fiber optic cable connected to ONT by technician
3. Power adapter connected (and battery backup if applicable)
4. Check LED status:
   • Power: Solid green
   • PON: Solid green (fiber signal)
   • LAN: Solid/flashing green (when device connected)
5. Connect Ethernet cable from ONT LAN port to router WAN port
6. ONT typically stays on 24/7 once installed

Router Setup

Physical Connection:

1. Connect Ethernet cable from modem/ONT to router WAN/Internet port (usually blue or yellow)
2. Connect power adapter to router
3. Wait 2-3 minutes for router to boot up
4. Check for solid power and internet lights
5. Connect devices via WiFi or Ethernet LAN ports

WiFi Configuration (Pre-Configured Equipment):

• Network name (SSID) and password are on label on bottom/back of router
• Default SSID format: "TelcoWiFi-XXXX" (last 4 of MAC address)
• Default password: 12-character random password
• 2.4 GHz and 5 GHz bands may have same name (band steering) or separate names

Accessing Router Settings:

1. Connect device to router WiFi or via Ethernet
2. Open web browser
3. Go to: http://192.168.1.1 or http://router.telco.com
4. Login credentials on router label (or use default: admin/password)
5. Access settings dashboard

Recommended First-Time Setup:

1. Change WiFi network name to something memorable
2. Change WiFi password to something secure but memorable
3. Update router admin password (different from WiFi password)
4. Enable guest network if desired
5. Set up parental controls if needed
6. Note new passwords in safe place

Mesh WiFi Setup

Initial Setup:

1. Download TelcoWiFi app from App Store or Google Play
2. Create account or login
3. Follow in-app setup wizard:
   • Scan QR code on main router
   • Connect main router to modem
   • Name your network and set password
   • Wait for main router to come online (3-5 minutes)

Adding Satellite Nodes:

1. In app, tap "Add Device"
2. Scan QR code on satellite node
3. Plug in satellite in desired location
4. App will guide placement based on signal strength
5. Ideal placement: halfway between router and dead zone
6. Avoid placement near large metal objects or microwaves
7. Each node can be named by room/location in app
8. Repeat for additional satellites

Mesh Placement Tips:

• Main router: Central location, elevated position preferred
• Satellites: Within range of router or other satellite
• Check app signal strength indicator (green = good, yellow = okay, red = too far)
• Avoid putting nodes in closets or behind TVs
• For wired backhaul: Connect satellite to router via Ethernet (best performance)

No Internet Connection

Check Lights on Modem:

• Power Light Off: Check power connection, try different outlet, check power adapter
• Downstream/Upstream Flashing: Modem is trying to connect, wait 10 minutes
• Online Light Off: Activation issue or service outage - check account status and outage map

Check Lights on Router:

• Power Light Off: Check power connection
• Internet Light Off/Red: Check Ethernet cable connection to modem, may need to reboot modem
• WiFi Light Off: WiFi may be disabled, check router settings

Basic Troubleshooting Steps:

1. Verify service is activated and account is in good standing
2. Check for outages in customer's area
3. Verify all cables are securely connected
4. Reboot equipment:
   • Unplug power from modem
   • Unplug power from router
   • Wait 30 seconds
   • Plug modem back in, wait 2 minutes for full boot
   • Plug router back in, wait 2 minutes
   • Test connection
5. Try direct connection to modem (bypass router) to isolate issue
6. Check device WiFi settings (airplane mode off, correct network selected)

Slow Speeds

Check Speed Test:

• Use speed test from device connected via Ethernet for most accurate results
• Recommended test site: fast.telco.com or speedtest.net
• Close all applications and streaming during test
• Run multiple tests and average results

Common Causes:

• WiFi Range: Device too far from router - move closer or add extender/mesh
• Interference: 2.4 GHz interference from neighbors, microwaves, cordless phones - switch to 5 GHz
• Network Congestion: Too many devices using internet simultaneously
• Old Equipment: Router doesn't support customer's speed tier - needs upgrade
• WiFi Limitations: WiFi speeds always lower than wired - set expectations
• Plan Limitations: Customer subscribed to lower speed plan
• Computer/Device: Old computer with slow network adapter or virus/malware

Resolution Steps:

1. Test speed with Ethernet connection first (rules out WiFi issues)
2. If Ethernet speed is good but WiFi is slow:
   • Check router placement (central, elevated, away from obstructions)
   • Switch device to 5 GHz network if available
   • Reduce interference (move away from other electronics)
   • Update router firmware
   • Consider mesh WiFi for large/multi-story homes
3. If Ethernet speed is also slow:
   • Check for background downloads/updates on devices
   • Test with only one device connected
   • Check for account issues or throttling
   • May need technician to check line quality/signal

WiFi Issues

Can't Find WiFi Network:

• Check WiFi is enabled on router (WiFi light should be on)
• Verify device WiFi is turned on
• Network may be hidden - manually enter network name
• Reboot router
• Check if network name was recently changed

Wrong Password/Can't Connect:

• Verify password is correct (case-sensitive)
• Check password label on router
• If customer changed password, try logging into router to verify
• For customer-owned routers, may need to factory reset
• Try "forgetting" network on device and reconnecting

WiFi Drops Frequently:

• Device switching between 2.4 and 5 GHz bands - disable band steering or connect to specific band
• Interference from neighbors' WiFi - change WiFi channel in router settings
• Router firmware needs update
• Router overheating - ensure good ventilation
• Too many devices connected - may need better router

Dead Zones/Weak Signal:

• Home layout issues (thick walls, multiple floors, large size)
• Router poorly placed (in corner, closet, or low position)
• Solutions:
  • Move router to more central location
  • Add WiFi extender for temporary solution
  • Upgrade to mesh WiFi system (best solution)
  • Use MoCA adapters for wired backhaul

Equipment Failures

Modem Failure Signs:

• Lights stuck on flashing or error state
• Equipment won't power on
• Frequent disconnections
• Unable to sync with network after multiple reboots
• Physical damage or burning smell

Router Failure Signs:

• Won't power on
• Constant rebooting
• Unable to save settings
• Overheating (hot to touch)
• Ports not working
• Web interface inaccessible

Equipment Replacement Process:

For Rented Equipment:

1. Troubleshoot to confirm failure
2. Create equipment swap order in CRM
3. Replacement shipped next day (overnight for business)
4. Customer receives new equipment
5. Self-installation instructions included
6. Return label provided for defective equipment
7. Customer has 30 days to return old equipment
8. If not returned: $150 unreturned equipment fee

For Purchased Equipment (Under Warranty):

1. Confirm purchase date and warranty status
2. Standard warranty: 1 year from purchase date
3. Create warranty replacement order
4. Same process as rental equipment replacement

For Purchased Equipment (Out of Warranty):

1. Customer must purchase new equipment or switch to rental
2. Can purchase same model or upgrade
3. Can switch to monthly rental with no upfront cost

When Equipment Must Be Returned

• Service cancellation
• Downgrade to self-owned equipment
• Equipment swap/replacement
• Moving to non-serviceable area

Return Methods

Option 1: UPS Return (Most Common)

1. Return kit mailed to customer includes box and prepaid label
2. Customer places equipment in box
3. Affixes return label
4. Drops off at any UPS location or schedules pickup
5. Tracking number provided
6. Must be returned within 30 days of service end

Option 2: In-Store Return

1. Customer brings equipment to any retail location
2. Store agent processes return and provides receipt
3. Instant confirmation in system
4. Best option for immediate return confirmation

Equipment Return Requirements

What Must Be Returned:

• Modem or gateway device
• Router (if rented separately)
• ONT (fiber customers - may require technician removal)
• Mesh satellites (if rented)
• Power adapters
• Battery backup (if applicable)

What Customer Keeps:

• Cables (Ethernet, coax)
• Installation hardware (wall mounts, screws)
• Documentation

Unreturned Equipment Fees

Equipment Type	Unreturned Fee
Cable Modem	$150
Cable Gateway	$200
Fiber ONT	$300
Fiber Gateway	$350
Router (Standard)	$100
Router (Advanced/Business)	$250
Mesh System (3-pack)	$300
Mesh Pro System (3-pack)	$500
WiFi Extender	$80
MoCA Adapter (pair)	$150
Battery Backup	$200

• Fees charged 30 days after service end if not returned
• Fees waived if equipment returned within 45 days (15-day grace period)
• Damaged equipment: May incur partial fee depending on damage