Why you received this notice
Your current GCI-provided equipment needs to be replaced so it stays compatible as we upgrade our network. If you don’t upgrade, your service may be interrupted once older equipment no longer works with the network. Depending on your services and equipment, this may affect your internet, landline phone, or both. These upgrades are FREE and help keep your service running smoothly. See "Will this change my service plan or bill?" below for more information about phone equipment upgrades and pricing.
Find your upgrade path
Check the equipment listed in your notice, then choose the option below that matches your situation. Which item(s) is your notice regarding?
Modem
Your replacement helps keep your internet service compatible with our upgraded network and supports the best possible performance. You may be able to complete this upgrade yourself.
What to do next:
- Pick one of our free upgrade options:
- Visit a GCI store, return your current modem, and pick up your replacement in one trip.
- Complete an online equipment request form to have a modem sent right to your preferred mailing address.
- Call 800-800-4800 (select option 2, then option 4) to begin your upgrade.
- Install your new modem using the instructions provided, as soon as you receive it.
- Follow the included instructions to return your old equipment using the provided prepaid return label or drop it off at a GCI store.
- If you have questions or need help, call 800-800-4800 or visit a GCI store.
WiFi pod
Depending on your equipment, your pod may either be your primary wireless router or it may extend WiFi coverage throughout your home or business. Keeping this equipment up to date is essential to achieving the best connections on our upgraded network. You have the option to complete this simple upgrade yourself.
What to do next:
- Pick one of our free upgrade options:
- Visit a GCI store, return your current pod, and pick up your replacement in one trip.
- Complete an online equipment request form to have a pod sent right to your preferred mailing address.
- Call 800-800-4800 (select option 2, then option 4) for further assistance with your upgrade.
- Install your new pod using the instructions provided, as soon as you receive it.
- Follow the included instructions to return your old pod using the provided prepaid return label or drop it off at a GCI store.
- If you have questions or need help, call 800-800-4800 or visit a GCI store.
Landline phone equipment
This upgrade requires a GCI technician visit; your equipment cannot be replaced through self-installation.
As we upgrade our network technology, your phone equipment must be updated. Your phone service will still work the same for everyday calls, but the new equipment does not include built-in battery backup like your current equipment does.
If desired, when you update your equipment, you can choose a phone plan that includes a backup battery at a higher price.
We’ll confirm your plan preference before scheduling installation for your equipment upgrade.
What to do next:
- Pick one of our free upgrade options:
- Visit a GCI store to select your plan and schedule your appointment.
- Call 800-800-4800 (select option 2, then option 4) to select a plan and schedule your appointment.
- A technician will visit your location to replace your equipment for you.
Multiple equipment types
Your notice will list the specific equipment tied to your account. The next step depends on what type of equipment is included.
What to do next:
- If your notice lists ONLY a modem or WiFi pod, you have the option to install the replacement equipment yourself. Either:
- Visit a GCI store to return your current equipment and pick up your replacement in one trip.
- Complete an online equipment request form to have the equipment sent right to your preferred mailing address.
- Call 800-800-4800 (select option 2, then option 4) for further assistance with your upgrade.
- If your notice lists landline phone equipment, you'll need to call GCI or visit a GCI store to schedule an installation appointment.
Equipment already shipped
If replacement equipment has already been shipped to you, please install it as soon as it arrives. Installing your replacement equipment right away helps you avoid service interruption on the date listed in your notice.
What to do next:
- Watch for your replacement equipment package.
- Follow the self-install instructions included in the package.
- Follow the included instructions to return your old equipment using the provided prepaid return label or drop it off at a GCI store.
Call 800-800-4800 if you did not receive the package, need help installing it, or think your notice is incorrect.
How to identify an authentic GCI notice
Our equipment upgrade notifications may arrive by physical mail, email, or phone call. These notices are legitimate if they direct you to official GCI support options such as:
A real GCI modem upgrade notice may also include details tied to your account, such as your billing account number, service address, billing address, or an equipment identifier like a MAC address, CMAC MAC address, or serial number.
Important: This upgrade is free. GCI will not ask you to pay for the replacement equipment as part of this process.
Ready to complete your upgrade?
Some upgrades can be completed on your own. Others require professional installation.
| If your notice says... | What it means | What to do |
|---|---|---|
| Request upgraded equipment | You may be eligible to receive equipment by mail or pick it up in a GCI store. | Use the form, call 800-800-4800, or visit a GCI store. |
| Schedule an appointment | Your equipment requires professional installation. | Call 800-800-4800 or visit a GCI store. |
| Install shipped equipment | Replacement equipment has already been mailed to you | Install it as soon as possible using the included instructions. |
| Act before a date | Your old equipment may stop working after the listed date. | Complete your upgrade before the date in your notice. |
Frequently asked questions
Why do I need new equipment?
Your current equipment needs to be replaced to keep your service running smoothly and working with our updated network.
Does this upgrade cost anything?
No. Your equipment upgrade is free.
Will this change my service plan or bill?
No, your equipment upgrade is free. If your landline phone equipment is being replaced, your new equipment will not automatically include battery backup. You will have the option to choose a phone plan that includes battery backup for an additional monthly cost, but this is not required.
How long do I have before I have to upgrade my equipment?
We encourage customers to upgrade their equipment as soon as possible to ensure they get the best service experience. Soon, older devices will no longer work on our network. Taking care of the upgrade now helps you avoid delays, shipping issues, or a last-minute installation timeline. In some cases, failing to complete an upgrade will result in service interruptions.
Can I install the equipment myself?
In many cases, modems and WiFi pods can be self-installed using the included instructions. Landline phone equipment requires installation by a GCI technician.
Why do I need to call GCI if I need to replace my phone equipment?
A technician needs to install that equipment, and we'll also confirm your phone plan preference before scheduling the appointment.