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BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131
reply to WS

Re: Installing personally owned Modem

said by WS :

This list is the same list that has been around for some time, »help.rr.com/HMSFaqs/e_rr_modems.aspx. I still don't see any DOCSIS 3.0 telephony modems. Will those be added soon?

Do not use the TWC list please...use our list only as it is subject to change »support.brighthouse.com/article/···ce-9109/

At this time there are no known retail available eMTA's. This may change down the road however they just aren't a common thing. When they become available you will be able to bring them provided they have been certified and are on the list.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


OmagicQ
Posting in a thread near you

join:2003-10-23
Bakersfield, CA
kudos:1
reply to Kwik

What's different between the SB6121 and the SB6141 that make the first one incompatible with Brighthouse's network?
--
...Who, What, When, Where, How... Why? Why Not?



Guide_Tim

join:2012-02-28
Taft, CA
kudos:1
Reviews:
·Bright House

1 edit
reply to Kwik

According the PDF for the SB6141 it uses the SAME firmware as the SB6121 if they wanted they can push the firmware to the SB6121 but would they ??
"Benefits
Easily add the SB6141
to a deployed family of
SB6120s and SB6121s,
all three models utilize
the same firmware
image. This reduces
qualification time
for an Operator and
eliminates configuration
management headaches."
PDF link here
»www.motorola.com/staticfiles/Vid···S-EN.pdf
Its a disappointment that the SB6121 isn't on the approved modems list its more popular, but knowing me I will save up some money and buy the SB6141 on Amazon so i can use it on Lightning eventually


Paralipsis

join:2012-06-22
Marion, IN
reply to Kwik

Just called the Indianapolis branch and they said they were still unable to allow me to use my DOCSIS 3.0 modem (SB6141, but they didn't even ask what model it was) and had no idea when it would be possible.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131

said by Paralipsis:

Just called the Indianapolis branch and they said they were still unable to allow me to use my DOCSIS 3.0 modem (SB6141, but they didn't even ask what model it was) and had no idea when it would be possible.

Please open a direct forums thread and include your modem IP so I can pull your account information.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~



KwiK

@bhn.net
reply to Kwik

Any answer to Tim34CA's post above? Currently have the the SB6120, and have accepted defeat, but if they are running the same firmware versions I'm curious.



Guide_Tim

join:2012-02-28
Taft, CA
kudos:1
Reviews:
·Bright House
reply to Kwik

said by Paralipsis:

"Just called the Indianapolis branch and they said they were still unable to allow me to use my DOCSIS 3.0 modem (SB6141, but they didn't even ask what model it was) and had no idea when it would be possible."
BHNTECHXPERT "Please open a direct forums thread and include your modem IP so I can pull your account information."

Gary are some branches/regions still not allowing Customer Owned Modems on Lightning? or did Paralipsis get a person that wasnt aware of the new Modem list protocols ??
--
Bakersfield Region Taft CA Brighthouse Customer Since 2003



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131

said by Guide_Tim:

said by Paralipsis:

"Just called the Indianapolis branch and they said they were still unable to allow me to use my DOCSIS 3.0 modem (SB6141, but they didn't even ask what model it was) and had no idea when it would be possible."
BHNTECHXPERT "Please open a direct forums thread and include your modem IP so I can pull your account information."

Gary are some branches/regions still not allowing Customer Owned Modems on Lightning? or did Paralipsis get a person that wasnt aware of the new Modem list protocols ??

Nope... his concern has been taken care of and he is now running on his 6141.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


LeapFroggie

join:2002-09-27
Tampa Bay
reply to Kwik

Re: St. Petersburg - Installing personally owned Modem

Thought you would like to see this (redacted) chat session from Brighthouse. Is this right, are they really going to require a truck roll / $53 charge just to call in a MAC address change?



Live Chat Support
Christie
E-Care Customer Support
Chat History

Welcome to Bright House Networks. My name is Christie, how may I help you?

Me: I am planning on swapping out my Brighthouse provided cable modem for a Brighthouse approved customer owned modem. Can you please advise (1) who I should contact phone number to provide the MAC address of the new modem and (2) what I should do with the old modem to insure that I am not charged a monthly rental fee for it?

Christie: Thank you for choosing Bright House Networks. My name is Christie and I would be happy to assist you.

Christie: Good morning! How are you?

Me: Fine, thanks.

Christie: May I have your account number please?

Me: ……………

Christie: Thank you, in order to use a customer owned modem our technician has to come physically to the home to add the Mac address. The fee for this is $52.95.

Me: The MAC address is not set at the customer's premises; it just needs to be updated in your system.

Me: The letter that Brighthouse sent out doesn't say anything about a fee for changing out the modem.

Christie: Correct. The process we follow is to have a technician to home to get that Mac address and there is a fee for that.

Me: I have the MAC address for you, I just need to know who to call it in to.

Me: The MAC address is on a label on the outside of the modem.

Christie: We do not do that from here. I apologize. Our procedure is to have the technician out to the home to get the Mac address.

Me: The technician won't have anything to do - I don't see why you would do a truck roll when I can call it in myself. That is what every other cable company is the U.S. is doing.

Christie: This is our procedure and we have to follow it. If there is an existing customer who wants to use their own modem they have to have a technician come out and physically get the Mac address and they have to add it to the system.

Me: The St. Petersburg Times ran an article on this today and it does not say anything about a fee.

Me: The cost of Internet and phone service is about to go up for many Bright House Networks customers.

Starting Oct. 1, the cable provider is adding a $2 monthly fee for the use of a company-supplied modem required for high-speed Internet and phone service. It does not apply to people who have their own modem or cable service exclusively.

News of the fee did not sit well with customers such as 82-year-old Roland Kissinger, a longtime subscriber who lives in Treasure Island.

"I think it's ridiculous,'' he said. "It's like charging $2 to wash your dishes at a restaurant. It should be part of the cost of doing business.''

He said the company constantly "finds excuses to raise the rates'' without regard to customers, who have limited options in service providers.

The modem fee comes on top of other incremental monthly increases, including for converters and DVR service.

Bright House officials sent affected customers a notice of the new fee on Sept. 14. The fee will cover the installation, service and support of the modem.

"It was one of the many things that Bright House covered,'' said company spokesman Joe Durkin. "Since then we've added a lot of services at no charge.''

Customers who don't want to pay the fee can call Bright House to remove the modem for free, he said. To continue service, however, they would have to buy, install and maintain their own modems, which cost about $100.

Me: I have my own modem and I want to install and maintain it myself.

Christie: Correct but you have to follow our procedure and pay the fee to have us add it to your account.

Me: That is illogical. To whom should I address my concern?

Christie: Please bare with me and I will find that out for you.

Me: I'd be happy to bare with you, but perhaps bearing with you would be more appropriate.

Thank you for choosing Bright House Networks.

You may close this chat session by clicking on the End button in the bottom left corner of the screen.

(Note – I did not close the session, apparently we had a ‘network failure’.)


Guide_Tim

join:2012-02-28
Taft, CA
kudos:1
Reviews:
·Bright House
reply to Kwik

Re: Installing personally owned Modem

LeapFroggie sounds like he had a horrible experience dealing with BHN customer support. Gary does St. Petersburg BHN have their "own" way of doing things in regards to customer owned modems? Were they really going to charge the poor guy $53 just to have a guy come out and input his Modems MAC address into the system??
I hope this "Christine" wasn't fully aware about the customer owned modems procedure and gave the wrong information. It would be very tragic if other BHN region/Branches charge $53 to have a guy come out and Read the MAC address. The customer should just call and give MAC address with no $53 charge. Gary Perhaps you should suggest to the Supervisors of BHN to send out a MASS MEMO to all customer support reps about the customer owned Modems guidelines. I think ALL Branches should be on the same page and Customer service Reps need to be on the same page. I would really like to see what the outcome of LeapFroggie experience trying to active his Modem. Please keep us posted Gary thanks
--
Bakersfield Region Taft CA Brighthouse Customer Since 2003


LeapFroggie

join:2002-09-27
Tampa Bay

Just another thought on this.... In most service areas Comcast uses the 'walled garden' approach to self-registration of modems. You can just hook up your DOCSIS-compliant modem and then open a browser window, and from there provide your account number and other credentials and 'poof', your new modem is registered and operational. Any firmware updates then follow.

Seems to me a logical alternative to the 'truck roll'.



Guide_Tim

join:2012-02-28
Taft, CA
kudos:1
Reviews:
·Bright House

LeapFroggie please open a Direct Forum Post and provide BHNtechXpert with your MAC address (thats already in the system) and your Current IP address , He will investigate and get to the bottom of this , cause something just does not sound right.
»Bright House Networks Direct
--
Bakersfield Region Taft CA Brighthouse Customer Since 2003


LeapFroggie

join:2002-09-27
Tampa Bay

Will do... thanks!



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131
reply to LeapFroggie

Re: St. Petersburg - Installing personally owned Modem

said by LeapFroggie:

Thought you would like to see this (redacted) chat session from Brighthouse. Is this right, are they really going to require a truck roll / $53 charge just to call in a MAC address change?



Live Chat Support
Christie
E-Care Customer Support
Chat History

Welcome to Bright House Networks. My name is Christie, how may I help you?

Me: I am planning on swapping out my Brighthouse provided cable modem for a Brighthouse approved customer owned modem. Can you please advise (1) who I should contact phone number to provide the MAC address of the new modem and (2) what I should do with the old modem to insure that I am not charged a monthly rental fee for it?

Christie: Thank you for choosing Bright House Networks. My name is Christie and I would be happy to assist you.

Christie: Good morning! How are you?

Me: Fine, thanks.

Christie: May I have your account number please?

Me: ……………

Christie: Thank you, in order to use a customer owned modem our technician has to come physically to the home to add the Mac address. The fee for this is $52.95.

Me: The MAC address is not set at the customer's premises; it just needs to be updated in your system.

Me: The letter that Brighthouse sent out doesn't say anything about a fee for changing out the modem.

Christie: Correct. The process we follow is to have a technician to home to get that Mac address and there is a fee for that.

Me: I have the MAC address for you, I just need to know who to call it in to.

Me: The MAC address is on a label on the outside of the modem.

Christie: We do not do that from here. I apologize. Our procedure is to have the technician out to the home to get the Mac address.

Me: The technician won't have anything to do - I don't see why you would do a truck roll when I can call it in myself. That is what every other cable company is the U.S. is doing.

Christie: This is our procedure and we have to follow it. If there is an existing customer who wants to use their own modem they have to have a technician come out and physically get the Mac address and they have to add it to the system.

Me: The St. Petersburg Times ran an article on this today and it does not say anything about a fee.

Me: The cost of Internet and phone service is about to go up for many Bright House Networks customers.

Starting Oct. 1, the cable provider is adding a $2 monthly fee for the use of a company-supplied modem required for high-speed Internet and phone service. It does not apply to people who have their own modem or cable service exclusively.

News of the fee did not sit well with customers such as 82-year-old Roland Kissinger, a longtime subscriber who lives in Treasure Island.

"I think it's ridiculous,'' he said. "It's like charging $2 to wash your dishes at a restaurant. It should be part of the cost of doing business.''

He said the company constantly "finds excuses to raise the rates'' without regard to customers, who have limited options in service providers.

The modem fee comes on top of other incremental monthly increases, including for converters and DVR service.

Bright House officials sent affected customers a notice of the new fee on Sept. 14. The fee will cover the installation, service and support of the modem.

"It was one of the many things that Bright House covered,'' said company spokesman Joe Durkin. "Since then we've added a lot of services at no charge.''

Customers who don't want to pay the fee can call Bright House to remove the modem for free, he said. To continue service, however, they would have to buy, install and maintain their own modems, which cost about $100.

Me: I have my own modem and I want to install and maintain it myself.

Christie: Correct but you have to follow our procedure and pay the fee to have us add it to your account.

Me: That is illogical. To whom should I address my concern?

Christie: Please bare with me and I will find that out for you.

Me: I'd be happy to bare with you, but perhaps bearing with you would be more appropriate.

Thank you for choosing Bright House Networks.

You may close this chat session by clicking on the End button in the bottom left corner of the screen.

(Note – I did not close the session, apparently we had a ‘network failure’.)

This is NOT correct and I will address it...please open a direct forums thread and I will get on this right away.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


rjla67

join:2012-03-01
New Port Richey, FL

I'm on hold now and am hearing the same thing. They won't activate new modem and want to send out a tech.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131

said by rjla67:

I'm on hold now and am hearing the same thing. They won't activate new modem and want to send out a tech.

Please open a direct forums thread so I can contact you asap. Thank you...
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131
reply to LeapFroggie

Re: Installing personally owned Modem

said by LeapFroggie:

Will do... thanks!

Leap it was great speaking with you today and I'm to say you are up and running on your new modem Let me know if you need anything at all please.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


LeapFroggie

join:2002-09-27
Tampa Bay
reply to Kwik

Hey everybody - We are SO LUCKY to have Gary the BHNtechXpert as our resource. It took him just a few minutes to straighten out the Brighthouse bureaucracy and get my modem online.

Indeed, for internet only service (e.g., no eMTA required) the entire transaction can be done over the phone and at no charge. Be sure to have your modem model, serial number, and MAC address handy when you call. If you have any problems getting the right answer from customer service just drop a note on the Direct Forum to BHNtechXpert and he'll take care of it.

Good job Gary, and THANK YOU.



Guide_Tim

join:2012-02-28
Taft, CA
kudos:1
Reviews:
·Bright House

LeapFroggie I'm sooooo happy Gary took care of you and got your Modem Activated !!!! We are truly blessed to have Gary the BHNtechXpert he is a great asset To this forum. It is nice to deal with someone that actually knows what they are talking about and will assist you CORRECTLY. When I get my SB6141 modem for Lightning I'm going to bypass the Brighthouse bureaucracy and talk directly to Gary to help activate modem.
BHNtechXpert Gary you ROCK !!!!

--
Bakersfield Region Taft CA Brighthouse Customer Since 2003


LeapFroggie

join:2002-09-27
Tampa Bay

And thanks to you, too Tim for your advice relative to the BHN Direct Forum. That was very helpful.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131
reply to rjla67

Re: St. Petersburg - Installing personally owned Modem

said by rjla67:

I'm on hold now and am hearing the same thing. They won't activate new modem and want to send out a tech.

Thanks again rjla67 for reaching out to me. As we discussed your own modem is now operational and if you need anything at all please let me know...
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


rjla67

join:2012-03-01
New Port Richey, FL

Thanks very much Gary. If anyone EVER needs any help, Gary is amazing. Not too often will you find someone that is not only passionate about their job, but also helping others.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131

said by rjla67:

Thanks very much Gary. If anyone EVER needs any help, Gary is amazing. Not too often will you find someone that is not only passionate about their job, but also helping others.

Very kind thank you!
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


Boilermaker

join:2001-12-20
Carmel, IN
Reviews:
·Bright House
reply to Kwik

Re: Installing personally owned Modem

I have a question: does a DOCSIS 3.0 modem need to be on the list if I have a non-Lightning (10/1 plan)? I have three modems of my own that I would like to try, but I do not know if it is even allowed.

My impression was that the modem had to be on the list only if you had or were getting Lightning. Is that correct?



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131
reply to Kwik

Please check the approved modems list first against what you have.


Boilermaker

join:2001-12-20
Carmel, IN
Reviews:
·Bright House

My modem is not on the list.

I think I understand. The list is of the modems that are approved. I thought it was the "list of modems supported by Bright House Networks" as in you may use a different one but all bets are off if it will actually work.

I think this is the quote from the modem policies page that made me think that non-supported modems may work:

Please be advised that BHN may not be able to upgrade or change the firmware on customer-owned Modems that are not supported by BHN. As a result, BHN reserves the right to provide services only to customers with BHN supported DOCSIS-compliant Modems.


BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131

said by Boilermaker:

My modem is not on the list.

I think I understand. The list is of the modems that are approved. I thought it was the "list of modems supported by Bright House Networks" as in you may use a different one but all bets are off if it will actually work.

I think this is the quote from the modem policies page that made me think that non-supported modems may work:

Please be advised that BHN may not be able to upgrade or change the firmware on customer-owned Modems that are not supported by BHN. As a result, BHN reserves the right to provide services only to customers with BHN supported DOCSIS-compliant Modems.

Why would that make you think that? It's pretty clear... and to be honest you don't want a modem that isn't on that list period. It will receive no firmware updates and with what I know of these devices you want those updates and you want them to play well with the network they are attached to.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


Boilermaker

join:2001-12-20
Carmel, IN
Reviews:
·Bright House

Actually, I am not familiar with what the firmware updates will bring. Are these standard manufacturer firmwares that I could download from the manufacturer's website, or are these firmwares tweaked for Brighthouse? I ask because I am curious.

Please do not misunderstand; I do want to play well with the network.

My thought was that the modem would either work or not work at all. I did not see it causing a disruption to others. I assumed that a standard-compliant DOCSIS 3.0 modem would work with the network without causing problems.

The current Brighthouse-supplied modem I am using is:
Netgear Cable Modem Gateway<<HW_REV: 1.00; VENDOR: Netgear; BOOTR: 2.1.7f01; SW_REV: V4.4.2R05; MODEL: CGD24CPR>>

The latest firmware for the CGD24G is 4.4.8, but I cannot find the latest version for the CGD24CPR.

Without updates, what kind of things may happen?

Thank you.



BHNtechXpert
BHN Staff
Premium,VIP
join:2006-02-16
Saint Petersburg, FL
kudos:131

said by Boilermaker:

Actually, I am not familiar with what the firmware updates will bring. Are these standard manufacturer firmwares that I could download from the manufacturer's website, or are these firmwares tweaked for Brighthouse? I ask because I am curious.

Please do not misunderstand; I do want to play well with the network.

My thought was that the modem would either work or not work at all. I did not see it causing a disruption to others. I assumed that a standard-compliant DOCSIS 3.0 modem would work with the network without causing problems.

The current Brighthouse-supplied modem I am using is:
Netgear Cable Modem Gateway<<HW_REV: 1.00; VENDOR: Netgear; BOOTR: 2.1.7f01; SW_REV: V4.4.2R05; MODEL: CGD24CPR>>

The latest firmware for the CGD24G is 4.4.8, but I cannot find the latest version for the CGD24CPR.

Without updates, what kind of things may happen?

Thank you.

Just depends on the update. I too really do not want to get into the technical aspects of this because frankly there's way way too much to cover and not enough time (sorry but I'm one guy in a lot of places and service impactful issues come first)...suffice it to say (and it's really good advice) either stick with our provided modem or go with one on the list....period. If you live in Florida or some other lightning prone area you are far better with our modem then your own.
--
~All truth goes through three phases. First, it is ridiculed. Second, it is violently opposed. Third, it is accepted as self-evident. - Arthur Schopenhauer ~


Boilermaker

join:2001-12-20
Carmel, IN
Reviews:
·Bright House

said by BHNtechXpert:

Just depends on the update. I too really do not want to get into the technical aspects of this because frankly there's way way too much to cover and not enough time (sorry but I'm one guy in a lot of places and service impactful issues come first)...suffice it to say (and it's really good advice) either stick with our provided modem or go with one on the list....period. If you live in Florida or some other lightning prone area you are far better with our modem then your own.

Well, these three modems I have were free, so I am not too concerned about lightning, which is not as common as it is in Florida. It took me a second to realize you meant lightning and not Lightning.

I will probably stick with the provided modem and look into buying a better modem off the list at some later time. I assume DOCSIS 3.0 modems on the list can be used with a non-Lightning plan.

Would you happen to know if the Brighthouse Netgear modem will be getting any firmware updates?