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Out70Extreme

@rogers.com

[Extreme] Rogers won't activate non-Rogers DPC3825

Purchased a D3 modem, CISCO DPC3825 off the net only to have Rogers say that the serial number does not conform to their format so they cannot activate. Has anyone successfully activated a non-Rogers Cisco DPC 3825? TiA.



Spike
Premium
join:2008-05-16
Toronto, ON

You can take that same modem to TekSavvy and they will activate it on Rogers lines just fine.

Its just a stupid limitation that Rogers has for no real purpose other than forcing you to buy or rent Rogers own provided modems.

Same that you cannot take a TekSavvy bought modem and move it to Rogers own internet service, and there's no technical reason behind it.

As usual, nobody in the government ever watches out for the consumers to put an end to such practices.



J E F F
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
kudos:1
Reviews:
·Rogers Portable ..
reply to Out70Extreme

Did you try their supervisor? Did you threaten to go to office of president?

I purchased a modem too off of the net, although it was a 'Rogers' one. However, I wanted the 12meg connection, they say, no way. I need a docsis 3 if I was 12meg. She tells me it is absolutely impossible to activate modem for 12meg, and no one can do it. I am like, fine, I want a supervisor....she comes online, and I basically tell her I need to get to the office of the president, she says "i can activate it from my end, no need to go to office of president" and BOOM, activation. Not saying you'll get the same luck, but Rogers doesn't want to be spending money on you talking to people making for than $13/hour, not worth their time, not a battle worth fighting.
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein



Out70Extreme

@rogers.com

Thank you for the responses. I'll take your suggestions in to consideration as I intend to call back a few times. First level support was willing and did attempt the activation but when he couldn't and escalated to 2nd level, this is where the constipation was experienced indicating that the system could not take the S#. My S# was all numeric (9 digits). Was told all the Rogers sold boxes have alphanumeric S#'s (is this correct?). Couldn't override. Hmmfrmmp!!



mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
reply to Out70Extreme

I'm not sure who you talked to but I know you have a better chance if you talk to a rep in retail fulfilment.



J E F F
Whatta Ya Think About Dat?
Premium
join:2004-04-01
Kitchener, ON
kudos:1
Reviews:
·Rogers Portable ..
reply to Out70Extreme

said by Out70Extreme :

Couldn't override. Hmmfrmmp!!

Yeah, they told me IMPOSSIBLE to override, not even the CEO could override, yet the manager before the office of president COULD override, go figure, eh? Can you threaten to take your business elsewhere?
--
If you can't explain it simply, you don't understand it well enough. - Albert Einstein


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
reply to Out70Extreme

What that means is that the software that's accessible to most of the agents has no ability to override. If management had the desire to over-ride they could.


grand total

join:2005-10-26
Mississauga
kudos:2
Reviews:
·Anveo
·VMedia
reply to mlerner

I was transferred to retail fulfillment yesterday to activate a Motorola SB6120. Couldn't believe how quickly and smoothly the process went. They did ask me where I bought the modem but other than that it was as if I was activating a Rogers supplied modem.
--
WRT610N - SPA2102 - Asterisk 1.8.4.2 on Pogoplug
VoIP.MS - Voxbeam - Localphone - Numbergroup - IPKall - UKDDI



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to Out70Extreme

Do beware, there are two parts to the process of activating a non-rogers purchased modem.

The first is actually registering the modem as a customer supplied / owned modem. The second is registering the modem for entry into the DHCP / TFTP system where it gets an IP and is downloaded with correct firmware.

If it goes smoothly, chances are very strong that only the second part of the process was done! This means that when Rogers does an audit, they find a non-registered modem in their modem database and they'll disconnect you! It normally takes a very long time to register a non-rogers supplied modem.



dpsims

@rogers.com

I had a similar experience over the past two days (January 7-8). I spoke to a person (not in technical support) who took my Motorola SB6120 serial number and MAC address and updated my customer record. He told me I should be able to use the cable modem. I was unable to connect to the network due to a provisioning error. Today technical support told me that the only products supported on the DOCSIS 3.0 network are the SMC D3GN and Cisco 3825. He said it was Rogers' "business decision." I agree with the person who wrote, "Its just a stupid limitation that Rogers has for no real purpose other than forcing you to buy or rent Rogers own provided modems." When my 12-month free gateway rental is up, if Rogers still can't provision my own cable modem, I'll take my business to TekSavvy.


grand total

join:2005-10-26
Mississauga
kudos:2
Reviews:
·Anveo
·VMedia

1 edit
reply to sbrook


Third Party Modem
said by sbrook:

Do beware, there are two parts to the process of activating a non-rogers purchased modem.

The first is actually registering the modem as a customer supplied / owned modem. The second is registering the modem for entry into the DHCP / TFTP system where it gets an IP and is downloaded with correct firmware.

If it goes smoothly, chances are very strong that only the second part of the process was done! This means that when Rogers does an audit, they find a non-registered modem in their modem database and they'll disconnect you! It normally takes a very long time to register a non-rogers supplied modem.

Take a look at the attachment which shows the confirmation I received. I think this shows they realise they have a third party modem attached.
--
SB6120 - WRT610N - SPA2102 - Asterisk 1.8.4.2 on Pogoplug
VoIP.MS - Voxbeam - Localphone - Numbergroup - IPKall - UKDDI - Testing Anveo


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13

Good luck! I have learned not to trust Rogers or Bell.


Just got back from work (just b4 11pm). Will attempt to reach retail fulfillment tomorrow as recommended. Tks again to all.



Out70Extreme

@rogers.com

Spent an hour and half earlier with CSR, Fulfilment, Client Care, ... at least 4 different reps (none from technical support). They all were willing to help but still no success. Last recommendation was to visit a Rogers B&M, and have them scan the unit's barcode in an attempt to force the serial number into the registration system. Will report back later in the week once I get out there.


grand total

join:2005-10-26
Mississauga
kudos:2
Reviews:
·Anveo
·VMedia
reply to sbrook

Rogers pushed a new firmware version to my SB6120 a couple of days ago. They know it's connected and exactly what it is. I'm not worried.
--
SB6120 - WRT610N - SPA2102 - Asterisk 1.8.4.2 on Pogoplug
VoIP.MS - Voxbeam - Localphone - Numbergroup - IPKall - UKDDI - Testing Anveo



Out70Extreme

@rogers.com
reply to Out70Extreme

B&M could not register my DPC3825. Wasted about 1.5hrs there (queue and actual wait). Took them up on their offer of free modem rental for 12mths. Serial number on their unit was also all numeric so not sure what the CSRs were smoking when they said that the S/N has to be alpha. So looks like I'll be putting up my unit for sale soon. Of course, Rogers customers: Buyer beware.


lucretius3

join:2006-06-04
York, ON

said by Out70Extreme :

B&M could not register my DPC3825. Wasted about 1.5hrs there (queue and actual wait). Took them up on their offer of free modem rental for 12mths. Serial number on their unit was also all numeric so not sure what the CSRs were smoking when they said that the S/N has to be alpha. So looks like I'll be putting up my unit for sale soon. Of course, Rogers customers: Buyer beware.

I agree. In any case, the serial number is really irrelevant -- they could enter anything that would be accepted. Only the MAC ID is critical.


Paolo
Mr. Wireless

join:2004-05-29
canada

it also means they wana teach u a lesson, policy is policy, policy superceedes overriding the mac in their sgi.
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!



yyzlhr

@rogers.com
reply to lucretius3

CSRs are not trained to activate non Rogers equipment as Rogers obviously wants their customers to use their own equipment. Getting it to work is through trail and error, most reps usually will just give up right away and tell you they don't support non rogers modems. The key to getting a non rogers modem activated is for the rep to put the MAC ID in both the MAC ID field and the serial number field. Sometimes you will also need to trick the system into thinking its the SMC D3 gateway, especially if you're trying to activate a motorola D3. In most cases, this method will work, but sometimes it will not work. It's all trial and error, there is no manager override. If it works it works, if it doesn't work it doesn't work. Any override would have to come form IT rewriting the code for the system.


m82a1

join:2009-06-10

I am curious if it is worth the trouble fighting with rogers to activate a third party modem? I would not want to be in a situation where i bought a D3 modem and they wouldn't activate it no matter what. I can't switch to Teksavvy either, not available in my area.



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13
Reviews:
·WIND Mobile
·TekSavvy Cable
reply to yyzlhr

yyzlhr (toronto to london heathrow), there must ba a way to over-ride the system as it stands now, because Rogers is able to add assorted modems for TPIAs.

If there is a problem, it's Rogers billing system that's the problem, not the provisioning and DHCP system.



Paolo
Mr. Wireless

join:2004-05-29
canada

theres a third party dhcp head end for third party modums. thats why rogers kant activate them but the third party can
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13

TPIAs don't activate their own modems ... Rogers does. And it goes through rogers provisioning and DHCP systems.



Paolo
Mr. Wireless

join:2004-05-29
canada

Third party TPIA input the SN into THEIR system, the mac gets sent to a special Third party TPIA activation server and injected into SGI and activated on the super silicon Graphics inc machine bypassing teh manual entry rogers does.
--
Happiness is like peeing your pants... Everyone can see it, but only you can feel its Warmth!!



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

LOL what are you smoking man...

TPIA isp's have no method of provisioning the modems. They supply info to Rogers wholesale who does it.

Thats why there are such enormous delays when provisioning isn't done right.
--
GO BLUE JAYS!



yyzlhr

@rogers.com
reply to sbrook

said by sbrook:

yyzlhr (toronto to london heathrow), there must ba a way to over-ride the system as it stands now, because Rogers is able to add assorted modems for TPIAs.

If there is a problem, it's Rogers billing system that's the problem, not the provisioning and DHCP system.

It's not a problem from Rogers POV. They've designed the billing system to accept certain types of modems from TPIA customers without having to trick the system. For Rogers customers they've specifically designed it to only support Rogers modems as Rogers does not want to provide technical assistance for customers who are not using their equipment. However, certain reps have found ways around this by tricking the system. This is why certain reps will activate a non Rogers modem for you and others will not because as per policy, Rogers modems are not to be activated but since certain reps know how to fool the system, they will break policy and activate the modem for you and get you off the phone to improve their average handle time stats.


sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13

Of course it's not a problem from Rogers pov! If it puts people off getting strange modems or gets them off TPIAs, it's a good thing



dabonz

join:2012-05-17
Ottawa, ON
reply to m82a1

Can you purchase a modem yourself instead if renting from rogers ??

Regards
Dabonz



sbrook
Premium,Mod
join:2001-12-14
Ottawa
kudos:13

As long as you purchase it from Rogers


m82a1

join:2009-06-10

Rather buy a D3 modem only (which rogers doesnt offer) and not a modem + wireless router from a third party place. Is it worth the hassle with rogers to get it activated?