Step-by-Step Instructions: Modem Activation

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Modem Activation

Follow detailed steps to activate your modem.

   

Activate a purchased modem

Internet customer without TWC Phone service
  1. Select a modem from the list of TWC compatible modems. and buy it from a local or online retailer.

Note: Modems not on this list cannot be activated online. For further assistance, please contact us.

  1. You must be an active TWC Internet subscriber with an up-to-date account balance.
  2. Note: Customers with TWC Phone service cannot activate online. See instructions for "Internet and TWC Phone Customers."

Note: To activate your modem, you must be within your home, connected to the TWC network, and not at a remote location, such as at work.

  1. Connect one end of a coaxial cable to a live cable outlet and the other end to the IN port on your modem.
  2. Using your computer that's connected to the new modem, open a web browser.
  3. If you are not automatically directed to the activation portal, type "www.activatemymodem.com" in your browser bar. For identification purposes, have your ZIP Code plus either your account number or phone number ready.
  4. Follow the prompts for easy activation in three simple steps. Activation should take 5 minutes or less.
  5. If you experience any problems, contact us.
  1. Return your leased TWC Internet modem and power cord to a TWC Store or, if you contacted us for cables, you can use the prepaid label that was included in the shipment.   

Note: Failure to return your leased Internet modem and power cord may result in continuing monthly modem lease fees on your account.


Activate a purchased modem

Internet & TWC Phone customer
  1. Select a modem from the list of TWC compatible modems and buy it from a local or online retailer.

Note: If you have TWC Phone service, the phone modem we have provided is still required.

  1. Buy, or use an existing, two-way 5-1000MHz coaxial cable splitter and two pieces of coaxial cable with connectors.

If you have TWC Phone service, you will need the TWC-leased modem. There will be no monthly fee to keep the TWC modem for your Phone service.

  1. Remove the existing cable connection from the back of your current phone modem and connect it to the input connection on the splitter.
  2. Connect one end of the coaxial cable to one of the splitter outputs and connect the other end of that same cable to the phone modem.
  3. Connect one end of the second coaxial cable to the other splitter output and connect the other end of that same cable to the modem you purchased.
  4. Locate the modem ID (MAC address) for your new modem, typically located on the bottom (it will usually appear after the letters MAC or EA, e.g. MAC 00-12-ab-34-cd-5e).
  5. Contact us to activate your new modem.
  6. Provide your modem ID (MAC address) to the agent and they will add the new modem to your account and activate it for service.
  1. If you have two TWC modems, one for TWC Internet and one for TWC Phone, you need to return your leased TWC Internet modem and power cord to a TWC Store or, if you contacted us for cables, you can use the prepaid label that was included in the shipment. If you only have one TWC modem, you should keep it to support your TWC Phone. You will not be charged a modem lease fee for TWC Phone.

Note: Failure to return your leased Internet modem and power cord may result in continuing monthly modem lease fees on your account.


Activate a new TWC-leased modem sent to you

To accommodate a speed increase

Note: To activate your modem, you must be within your home, connected to the TWC network, and not at a remote location, such as at work.

  1. Connect your new modem according to the instructions provided in the Easy Connect Kit.
  2. Using your computer that's connected to the new modem, open a web browser
  3. If you are not automatically directed to the activation portal, type "www.activatemymodem.com" in your browser bar. For identification purposes, have your ZIP Code plus either your account number or phone number ready.
  4. Follow the prompts for easy activation in three simple steps. Activation should take 5 minutes or less.
  5. If you experience any problems, contact us.
  1. Return your leased TWC Internet modem and power cord to a TWC Store or follow the instructions on the mailing label that came with your Easy Connect Kit.

Note: Failure to return your leased Internet modem and power cord may result in continuing monthly modem lease fees on your account.


Activate a new modem that you requested

As a replacement
  1. Connect your new modem according to the instructions provided in the Easy Connect Kit.
  2. Locate the modem ID (MAC address) for your new modem, typically located on the bottom of the modem.
  3. Contact us to activate your new modem.
  4. Provide our agent with the modem ID (MAC address) and our agent will activate your modem.
  1. Return your leased TWC Internet modem and power cord to a TWC Store or follow the instructions on the mailing label that came with your Easy Connect Kit.

Note: Failure to return your leased Internet modem and power cord may result in continuing monthly modem lease fees on your account.