Question 1

How can I add or change my payment method?

Accepted Answer

You can easily add or change your payment details in your welo Account Hub. Here’s your how-to guide:

Add a new payment Method

Step 1: Log in to your Account Hub

Click through to account.joinwelo.com.
Enter the email address and password associated with your welo account.
Click Log in to be directed to your personal Account Hub.

Step 2: Access the Billing Section

Once in the Account Hub, the Billing section will be located next to the Summary tab on the left side of the page.

Step 3: Add a New Payment Method

Click the Payment Methods tab located on the left side next to the Invoices tab.
Click on the Add a New Credit Card button located at the bottom right of the page.
Enter the necessary information to set up your new payment method.
Click Confirm to add this new payment method to your account.

For more information on accepted payment methods, please visit: What are the accepted payment methods?

Delete an Existing Payment Method

Before we get started, take note: you MUST have at least one payment method on file. Before attempting to delete a payment method, make sure you input your new one.

On the Billing page, click the Payment Methods tab located on the left s

Question 2

Can I use my own modem or router?

Accepted Answer

Can I use my own modem?

We want to make sure you have the best internet experience possible with the best technology fit for our service. That’s why every welo plan comes with a high-speed gateway included at no additional cost.

Why do we do this?

Pro-Level Reliability: Using our specific gateway ensures you get the most reliable, high-quality performance throughout your home.
Zero-Stress Setup: Our gear is designed for an easy self-installation.
No Technical Hassle: You don't have to call us to register a MAC address or worry about compatibility.
Enhanced Support: It gives us network-level visibility to ensure your home connection is running at its peak.

If you still want to use your own modem, we will need to be sure it is compatible with our network. To learn more about using your own modem, please chat with a welo agent by clicking here.

Can I use my own router?

Sure, you can use your own router instead of the one built into our gateway, but we’ll just need to verify it works reliably on our network. Just so you know:

The gateway is included at no extra cost with your welo plan, so using your own router won't lower your monthly bill.
You’ll also lose access to all the built-in Plume features, like advanced parental controls, WiFi management through the Plume Home App, and the automated network security. If you still want to connect your own, please click [here ](http://joinwel

Question 3

What modems and routers do you use?

Accepted Answer

We use the Sagemcom F@st3896 gateway, which is a combination modem and router device. This gateway is equipped with WiFi 6 technology and has built-in Plume capabilities, which give you state-of-the-art WiFi network management and security controls through the app.

The Adtran 841-t6 extender is the model of WiFi 6 extender we use. An extender will only be provided if you choose to include one in your plan when you sign up for service. Extenders are used if you require more WiFi coverage because of the size and/or construction of your home.

Question 4

How do I contact a customer service agent?

Accepted Answer

Need help? We’ve got you covered—fast.

welo Support is available 24/7, 100% digitally.

We’ve made it super simple to connect with a real, helpful welo team member night or day through online chat.

Here’s how to chat with us:

Click on over to our Support Hub.
Select the “chat” option to message welo Support.
Get a response within two minutes. Promise.

When and how can welo support help?

Our welo Support team is here for you 24/7 (yes, really!) to answer questions about:

Billing
Setting up your welo account
Network issues
Troubleshooting problems
Tips to make your experience with welo better
Literally anything you need

Router acting funky? Billing boggling your mind? Let our team help you out—all day, every day.

Question 5

My internet stopped working.

Accepted Answer

If you’re experiencing issues with your welo internet not working, there are a few things we can do to help you diagnose the problem and get you back online.

1. Check our status page

Our status page will let you know if there’s a major outage in your area. The status page may not catch smaller scale outages like a neighborhood. If you suspect a local area issue is affecting your internet, get in touch with our team through chat here.

2. Check your gateway’s signal

If all of the top 4 lights on your gateway (black box) are solid (not flashing), your gateway is connecting and receiving a signal.

f your gateway’s light pattern doesn’t match the image above, there’s an issue, as it’s not receiving a signal.

Here’s how to identify what’s happening based on your current light pattern.

Downstream light flashing

If the down arrow light (2) on the gateway is flashing, the gateway is no longer receiving a signal from the home’s main coaxial line. This is typically due to a localized internet outage.

Upstream light flashing

If the up arrow light (3) on the gateway is flashing, this typically indicates an issue with the line or signal to your home.

Status light flashing

If the status light (4) on the gateway is flashing, this typically indicates the gateway is trying to establish

Question 6

How to install the Wifi 6 Gateway (modem and router)

Accepted Answer

Like everything else with welo, installation of your gateway is oh-so-simple. Here’s how to install your equipment:

Q: What modems and routers do you use?

We use the Sagemcom F@st3896 gateway, which is a combination modem and router device. This gateway is equipped with WiFi 6 technology and has built-in Plume capabilities, which give you state-of-the-art WiFi network management and security controls through the app. The Adtran 841-t6 extender is the model of WiFi 6 extender we use. An extender will only be provided if you choose to include one in your plan when you sign up for service. Extenders are used if you require more WiFi coverage because of the size and/or construction of your home.

Connect the coaxial cable. Connect one end of the cable to a coaxial wall outlet. Choose an outlet located as centrally as possible within your home. Connect the other end to the round connector on the back of the gateway ( a ).
Plug in the power cord. Plug one end into an electrical (120V) wall outlet, and the other end into the back of the WiFi 6 gateway ( b ).
Sit back and relax. Gateway synchronization will now begin and the lights on the gateway will flash while this is happening. This process may take up to 25 minutes and the gateway may shut off and restart a number of times during this process. When lights #1 to 4 become solid (not flashing) it means the process is complete and your gateway is ready for use.
Plug any removed Ethernet cables back in. If you previously removed any Ethernet cables connected to your personal wired devices (computer, gaming system, etc.) you may now plug them back into any of the available Ethernet ports on the back of your WiFi 6 gateway ( c ). Where should you place your new gateway?

Central to the areas where you use the Internet most often.
Close to devices you need to connect by Ethernet or phone cables, such as desktop computer, printer, gaming system, etc.
Preferably 3 feet

Featured Articles

Browse All Categories