Why can’t I call Customer Care?
At welo, we’re all about keeping things fast and simple. That’s why we offer digital-first support, so you can reach a real person online within minutes, right from your phone or computer.
No holds, no transfers—just quick, helpful, answers from our team via chat.
How this is great for you:
- No waiting in phone queues - You can simply send us a message and continue on with your day without being tied up on the phone listening to elevator music. That also means you won’t have to spend time explaining your entire situation only to hear, “Let me transfer you to another department” and then have to do it all over again.
- Efficient troubleshooting - Troubleshooting often starts with a factory reset of the modem. Over a phone, this 10-minute reset process leaves both you and your welo agent tied up and waiting around.
With digital support, you can also send us photos of your equipment or coaxial cable line if needed to help us better understand what’s going on.
- Chat history - You can refer back to your message history anytime to check answers to your previous questions.
Why it works for us:
- **Help more customers - **Customers are our #1 obsession. With online support, our people can typically help 5-6 customers at a time as opposed to being tied down to 1 at a time over the phone. While we wait for your follow-up response, or you’re busy doing something else on your end, an agent can help out other customers between each message.
- Better responses - Through chat, our team can take a sec to double check and make sure they provide clear answers that contain all the necessary information that you need.
- **No confusing transfers - **Customer care specialists and management can easily peep over each others’ shoulders or share a chat digitally—that means no awkwardly transferring customers around to different departments.
Okay, but what if my issue REALLY requires a phone call?
Sometimes, a phone call is necessary to get issues sorted.
Although all customers must start their customer support journey digitally, if deemed necessary, our digital agents can connect you with a support agent over the phone.
Try welo’s digital-first customer support
If you haven’t been with a provider that offers a digital-first experience, we can totally understand how that might sound a bit scary. However, we’d also encourage you to give it a try and you may be surprised how much more efficient and helpful it can be.
Need support now? Reach out to us here for help.
Updated on: 01/19/2026