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hchen42

join:1999-12-23
New York, NY
Reviews:
·Time Warner Cable

[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.


Nick21

join:2010-02-03
New York, NY

1 recommendation

They should just offer an online tool to input your MAC to avoid having to call. It would be 1000x easier and more convenient.


kilrathi
Premium
join:2005-04-22
Rockaway Park, NY

1 recommendation

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.

patt2k

join:2009-01-16
kudos:1

1 recommendation

reply to hchen42
call Level3 Directly next time here is the number.
866-506-0218


djdanska
Rudie32
Premium,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..


swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS
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.
--
Usenet Block Accounts | Unlimited Accounts


djdanska
Rudie32
Premium,MVM
join:2001-04-21
San Diego, CA
kudos:4
Reviews:
·Cox HSI
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!
--
The day the child realizes that all adults are imperfect, he becomes an adolescent; the day he forgives them, he becomes an adult. The day he forgives himself, he becomes wise.
Alden Nowlan


antdude
A Ninja Ant
Premium,VIP
join:2001-03-25
United State
kudos:4
Reviews:
·Time Warner 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.

hchen42

join:1999-12-23
New York, NY
Reviews:
·Time Warner Cable
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.


Straphanger
Express is Back
Premium,Mod
join:2001-12-08
Whitestone, NY
kudos:2
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?
--
Please use all available doors...you have 33 to choose from.

patt2k

join:2009-01-16
kudos:1
Reviews:
·Verizon FiOS
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


antdude
A Ninja Ant
Premium,VIP
join:2001-03-25
United State
kudos:4
Reviews:
·Time Warner 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.


bluepoint

join:2001-03-24

1 recommendation

Probably he meant Tier level 3.


antdude
A Ninja Ant
Premium,VIP
join:2001-03-25
United State
kudos:4
Reviews:
·Time Warner Cable
said by bluepoint:

Probably he meant Tier level 3.

Ah OK. Thanks.


tonyram57

join:2001-11-08
Brooklyn, NY
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.


Straphanger
Express is Back
Premium,Mod
join:2001-12-08
Whitestone, NY
kudos:2
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.
--
Please use all available doors...you have 33 to choose from.

hchen42

join:1999-12-23
New York, NY
Reviews:
·Time Warner Cable
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.


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable
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.

hchen42

join:1999-12-23
New York, NY
Reviews:
·Time Warner Cable
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.


djdanska
Rudie32
Premium,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.


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable
reply to hchen42
said by hchen42:

you just need to til they call back.

sorry to press this point of this typo, but it's important for me since i'm on a magicjack phone...

so when they call you back - that's when the provision is complete and new modem's MAC active?
was the callback one of their automated recordings or a human being?


Straphanger
Express is Back
Premium,Mod
join:2001-12-08
Whitestone, NY
kudos:2
reply to hchen42
I connected my SB6141 just to check if I could see what the status page says and I can't get into 192.168.100.1. Browsers just hang on it. All the status lights come up on the modem but the internet light flashes and it goes through the whole connection process again every 30 seconds or so.
--
Please use all available doors...you have 33 to choose from.


Thinkdiff
Premium,MVM
join:2001-08-07
Bronx, NY
kudos:11
You may need to set a static IP in the 192.168.100.x network on whichever device is connected to the modem so your request can be routed properly. Some old SB modems had a built in DHCP server that would kick in when there was no Internet connection, but I'm not sure if the new ones have that.
--
University of Southern California - Fight On!

hchen42

join:1999-12-23
New York, NY
Reviews:
·Time Warner Cable
reply to Packeteers
said by Packeteers:

said by hchen42:

you just need to til they call back.

sorry to press this point of this typo, but it's important for me since i'm on a magicjack phone...

so when they call you back - that's when the provision is complete and new modem's MAC active?
was the callback one of their automated recordings or a human being?

When they called me , it was a live person. She asked me if I am home, and I told her no. She said the new modem has been activated. I just need to connect the modem once I get home.


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable

2 edits
hchen - your elaboration was VERY helpful to me, thanks.

UPDATE and Clarifications:

I got my factory reconditioned SB5101U thanks to Amazon, and called into that 866 number to save me on prompts and teir-1 idiots. i got a human within 2 minutes who immediately knew what i wanted and what to do. after giving him the HFC MAC and my account number he entered it to be added to my account within the next 72 hours.

he said I would get a call once both my old and new modem was on the account. then during that call or during a call back i could give them the final permission to switch me over, and the actual change over takes minutes. he also said once the modem is active on TWC's system they will eventually automatically push out any new firmware updates it may lack. I hope this helps others in the same boat.

this is perfect for me stuck on VoIP as I can tell the changeover guy later if he does not see activity after 10 minutes to switch my MAC back so we can talk on the phone about it later, and if he does see activity I should be able to then call him back and say all is well and thank you.

hchen42

join:1999-12-23
New York, NY
Reviews:
·Time Warner Cable
Cool! Yeah, I really wished I have the 866 numbers beforehand. It would have saved me an hour of my life.

Just some more info... I logged into my account today and noticed a service appointment was scheduled on monday. I called and only to find out the "provision" lady scheduled the appointment to pick up the modem. I told TWC to cancel since I was going to drop off the modem. If I didn't log in, the TWC technician would have wasted a trip as I wouldn't be at my apt.


djdanska
Rudie32
Premium,MVM
join:2001-04-21
San Diego, CA
kudos:4
Reviews:
·Cox HSI
said by hchen42:

Cool! Yeah, I really wished I have the 866 numbers beforehand. It would have saved me an hour of my life.

Just some more info... I logged into my account today and noticed a service appointment was scheduled on monday. I called and only to find out the "provision" lady scheduled the appointment to pick up the modem. I told TWC to cancel since I was going to drop off the modem. If I didn't log in, the TWC technician would have wasted a trip as I wouldn't be at my apt.

and knowing time warner, they would have charged you for missing the appointment! LoL
--
The day the child realizes that all adults are imperfect, he becomes an adolescent; the day he forgives them, he becomes an adult. The day he forgives himself, he becomes wise.
Alden Nowlan


Packeteers
Premium
join:2005-06-18
Forest Hills, NY
kudos:1
Reviews:
·Time Warner Cable
they scheduled a premise visit - how totally retarded.
the issue didn't come up when i called, i just assumed
they won't stop charging me $4 till I drop off their box.
I'll be sure to remind them of my drop off when they call
once the new modem's MAC is available for my account.


Straphanger
Express is Back
Premium,Mod
join:2001-12-08
Whitestone, NY
kudos:2
It is a bit dumb to automatically schedule someone for an appointment and not telling them about it...just for a modem pick up. I wouldn't mind it though...maybe I could force them to diagnose my wildly fluctuating signal levels.

Over 24 hours now and still no provision. Lets see if TWC even gets to me by tomorrow.
--
Please use all available doors...you have 33 to choose from.


OSUGoose

join:2007-12-27
Columbus, OH
reply to hchen42
I would of asked for a supervisor once he said about "adding it to their inventory". Why are you adding a modem I purchased to YOUR inventory? Is ICOMS realy that screwed up by you that this is the way you have to do it, which is where you will allways get a "it wouldent be this hard if you just use ours" statement from them when you complain.