| [TWC] TWC New York Modem Activation After receiving the post card about $3.95 monthly rental fee, I went out and got a Motorola SBG6580. I received the cable modem today and went through a 1 hour run around. Here's what happened:
1) first tech support picks up. His response was great, I can help you activate your modem. Took down the MAC address, and claimed he can see my modem MAC address. Then he provided a case number and said he'll now transfer me to the provision dept. All of a sudden, the call dropped.
2) Call support again. This guys sounded clueless. He wanted the whole information again even after I gave him the case number. He claimed he'll transition me to provision dept, and they'll pick up in 5 minutes. By now, I've spent 30 minutes.
3) waited ANOTHER 30 minutes for "provision" dept to pick up.
4) "provision" aka "advanced tech support" picked up. This guy had no clue why I called. I said wait,, didn't the previous guy tell you? He said nope. I told him I was on hold to have my cable modem activated and was being transferred to "provision" dept. He sounded puzzled. According to him, a provision form needs to be filled out and that's it. He then proceed to open up the case number, fill out another form with the info I provided prior. It will take 2-3 days to provision the cable modem as they need to input the modem into their inventory list.
I can't believe I spent over an hour for this crap. Why couldn't they just provide whatever forms these techs are filling out and say, here's the form, fill out the mac, your address, contact, and we'll let you know when your modem is ready. |
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 Nick21
join:2010-02-03
New York, NY | They should just offer an online tool to input your MAC to avoid having to call. It would be 1000x easier and more convenient. |
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 kilrathi
join:2005-04-22
Rockaway Park, NY
 ·Time Warner Cable
| reply to hchen42
If they are going to add the montly modem rental fee which basically says "go out and buy your own modem" maybe TW should invest in a nice new way to activate user own modem for their account. I had similar problems when I bought mine sb 6141 few months back, at first I was told it would be active in up to 3 days and when it wasnt and I called back the guy I spoke with laugh at me and said it should of been done right away, after speaking with him for 5 min it was done right at the spot. |
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| reply to hchen42
call Level3 Directly next time here is the number.
866-506-0218 |
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 djdanskaRudie32Premium,MVM
join:2001-04-21
San Diego, CA
kudos:4 | reply to hchen42
That was pretty much what happened to me with time warner out in wilmington when i tried to activate my motorola 6120. Took hours.. Ugh.. |
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 swintecPremium,VIP
join:2003-12-19
Alfred, ME
kudos:4
 ·RapidVPS
 ·Sprint Mobile Br..
 ·VoicePulse
·RoadRunner Cable
| reply to hchen42
Should only take a 5 minute phone call to get it added to your account. When I added mine back in April, it seemed like a fairly new process for them.
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djdanskaRudie32Premium,MVM
join:2001-04-21
San Diego, CA
kudos:4 Reviews:
·Cox HSI
·Verizon Broadban..
·Clear Wireless
·Time Warner Cable
| reply to Nick21
said by Nick21:They should just offer an online tool to input your MAC to avoid having to call. It would be 1000x easier and more convenient.
THIS! Every cable company I've used all had online management to activate your cable modem. Hook up the new one, and you get a walled garden screen. Enter your account info, and then done! Why can't time warner do that? Hell, at&t broadband (now comcast) even had that!
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Alden Nowlan |
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 antdudeA Ninja AntPremium,VIP
join:2001-03-25
United State
kudos:4
·RoadRunner Cable
| said by djdanska:said by Nick21:They should just offer an online tool to input your MAC to avoid having to call. It would be 1000x easier and more convenient.
THIS! Every cable company I've used all had online management to activate your cable modem. Hook up the new one, and you get a walled garden screen. Enter your account info, and then done! Why can't time warner do that? Hell, at&t broadband (now comcast) even had that! Don't they still do this for new subscribers? I remember Adelphia had it. I am going to wait until they make their subscribers' own modems. It seems like a pain in the arse at the moment. |
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| reply to patt2k
said by patt2k:call Level3 Directly next time here is the number.
866-506-0218
Thanks. I sure will. Actually the "provision" guy claims he is level 3 tech. |
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 StraphangerExpress is BackPremium,Mod
join:2001-12-08
Jackson Heights, NY
kudos:2
TV over IP
Other Manufacturers
New York
Audio/Video Chat
| reply to hchen42
My modem should arrive today. Not looking forward to a long night of activation over the phone. I should just call Level3 directly and tell them I want to provision a modem on RR?
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Please use all available doors...you have 33 to choose from. |
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Reviews:
 ·Verizon FiOS
·AT&T Wireless Br..
| said by Straphanger:My modem should arrive today. Not looking forward to a long night of activation over the phone. I should just call Level3 directly and tell them I want to provision a modem on RR?
Yes sir been through this before , just dropped TWC today but had this number saved in my phone contacts  |
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antdudeA Ninja AntPremium,VIP
join:2001-03-25
United State
kudos:4 Reviews:
·RoadRunner Cable
| reply to Straphanger
said by Straphanger:My modem should arrive today. Not looking forward to a long night of activation over the phone. I should just call Level3 directly and tell them I want to provision a modem on RR?
Why is TWC using Level3.net for activations? It makes no sense. |
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| Probably he meant Tier level 3. |
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antdudeA Ninja AntPremium,VIP
join:2001-03-25
United State
kudos:4 Reviews:
·RoadRunner Cable
| said by bluepoint:Probably he meant Tier level 3.
Ah OK. Thanks. |
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| reply to hchen42
Thanks for that number. I have been trying to activate my modem since I got it on Tuesday. Since I use Earthlink they gave me a major hassle. Transferring me back to Earthlink then back to TWC. I got disconnected so many times. When I got someone to activate the modem they said that it would take up to 72 hours and then someone will call me. Well I called that Ter3 number just for the heck of it. The guy on the phone asked for my mac address on the modem and said that it might be activated tomorrow. He put me on hold a couple of times and activated the modem no problem. |
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StraphangerExpress is BackPremium,Mod
join:2001-12-08
Jackson Heights, NY
kudos:2 Host:
TV over IP
Other Manufacturers
New York
Audio/Video Chat
| reply to patt2k
Called the number just now and didn't have to wait. They just took down my modem model and the MAC address. Told me it would take up to 72 hours...wait for a call back or for my modem to stop working. Took all of 4 minutes to go through it. Hopefully they can provision the new modem sooner rather than later.
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Please use all available doors...you have 33 to choose from. |
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| reply to hchen42
ACTIVATED!! Turn around time is about 21 hours.
I got a call today around 5:00pm. Support said the modem has been activated. I eagerly ran home (10 minutes from office). Unplug the old modem, and in with the new one. It works!
To my disappointment, the old modem was deactivated. Oh well.
No speed boost with the modem, as expected due to docsis 3. So at standard internet speed of 10mbps. |
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 PacketeersPremium
join:2005-06-18
Forest Hills, NY
kudos:1
·Time Warner Cable
 ·Verizon Online DSL
| wait, i need you guys to be clear on this...
so you give them the new MAC but you leave your old modem install.
then at some point over the next day(s) your modem will go dead.
that is when you plug in your own paid for modem and POOF it works.
am i getting the gist of it? 
what worries me is;
1. what if your new modem is a brick - so now you gotta get your old MAC
working and another day goes or two goes by where you have no ISP at all.
2. how can they push out the latest firmware to your new owned modem
if it was not plugged in during the MAC switch over.
3. does it matter if you do this over a weekend or weekday?
I get my modem Friday evening - should I wait till Monday to call?
I figure the sooner after that post card went out the better. |
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| said by Packeteers:wait, i need you guys to be clear on this...
so you give them the new MAC but you leave your old modem install.
then at some point over the next day(s) your modem will go dead.
that is when you plug in your own paid for modem and POOF it works.
am i getting the gist of it?
The support asked me for the HFC MAC ID (DO NOT GIVE the GATEWAY MGMT MAC ID). Just to be sure, I have SBG6580.
They asked for the maker (Motorola) and the model (SBG6580). That was it. If you read my original post, that's why it was frustrating as I was put on hold for so long. In reality, as of 2012, october 4, they are manually entering your MAC ID into their system. This seems to be the reason why it is taking so long. After you give them the information, you just need to til they call back. Originally they told me it was going to take a few business days. Well, within 24 hours, I was good to go.
said by Packeteers:what worries me is;
1. what if your new modem is a brick - so now you gotta get your old MAC
working and another day goes or two goes by where you have no ISP at all.
2. how can they push out the latest firmware to your new owned modem
if it was not plugged in during the MAC switch over.
3. does it matter if you do this over a weekend or weekday?
I get my modem Friday evening - should I wait till Monday to call?
I figure the sooner after that post card went out the better.
You can check if your device is bricked by connecting to the cable. It'll show the channels that are available with a status denied to network. This should be proof that your device is not a brick. Also, I see two modems showing on "my service" page in my account right now. So if I wish to switch back, I am sure a simple call would suffice.
I do not know how they push out the latest firmware.
I don't think it matters. Since it seems the actual provision/activation is done by someone during the day time. At least for me it is. So the sooner you give them the information, the faster they'll provision it. |
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djdanskaRudie32Premium,MVM
join:2001-04-21
San Diego, CA
kudos:4 | My Motorola 6120 never did get its firmware updated on time warner. It still had like the first firmware comcast pushed, well over a year ago til I cancelled service.. Very old. |
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