What do I need to know about setup, outages, and support if I’m using my own modem?

Going the bring-your-own-modem route is totally doable. But these things are worth knowing before you plug in:

While you’re getting set up
During setup, our team will confirm your modem’s MAC address to make sure everything’s connected properly.

If there’s an outage
Hop on chat and we’ll check if there’s a local service outage. Our support team will let you know if it’s a network issue.

If you need support
We're here to help make sure your welo connection’s doing its thing. But our 24/7 tech support for equipment only applies to WiFi Gateways and extenders rented from welo. If you’re using your own equipment, internal hardware issues, firmware updates, and security vulnerabilities are all DIY territory.

Updated on: 06/16/2026