I have a welo WiFi Gateway, but want to switch to my own modem. How do I do this?

Making the swap is pretty straightforward. Here’s the deal:

A little admin moment

• To kick things off, hop on chat with welo support and tell us you want to use your own modem.
• You’ll need to share with us your modem’s precise MAC address, so triple-check it before sharing.
• We’ll send you a confirmation email once everything’s in our system. If the MAC address is wrong in the email, you’ve got 24 hours to let us know over chat.

The “just in case” 24-hour window

• If your modem doesn’t work out, you can update the MAC address within 24 hours of sharing the MAC address.
• Getting cold feet and want to switch back to welo equipment instead? You can do that too within the same 24-hour window. 

After 24 hours, though

• If you want to switch back to a welo WiFi Gateway, you can’t just reactivate your old one from welo (even if you still have it). You’ll need to return your original gateway first. Once we get it back, our team will ship you a new welo WiFi Gateway. Chat with us to put this in motion. We’ll email you with all the return instructions.

**Quick billing heads-up: **Any changes tied to your equipment swap will show up on your next billing cycle.

Want to switch to another modem you own later on? Totally doable. Just hop on chat anytime with the new MAC address.

Please note that you will have to send welo gateway back to us. We will send you return instructions on your email address associated with your welo account.

Updated on: 06/16/2026