Topic 'Re: 6 modems listed, how do I fix this?' in forum 'Comcast HSI' - dslreports.com

Re: 6 modems listed, how do I fix this?

Wed, 05 Dec 2012 11:57:26 EDT

plencnerb posted : I have a final update to this thread, per a discussion with ComcastSteve in the direct forum.

First, he was able to remove the old modem from showing up.

The next thing has to do with the serial # that is shown on the web page. It is normal for it to not be the actual serial number of your device. Typically, Comcast will use the MAC Address as the serial number of the modem.

As a note about the MAC Address being used as the Serial #, has that been a common thing for a quite some time? I ask as it would have been nice to have known that, as I would not have kept bringing it up as something that needs to be "Fixed". I wonder if this something that should go in a FAQ or something somewhere to alert others about it.

Anyway, just wanted to share that all is well now with the equipment being displayed for me. I also want to report that the usage meter is back as well. I have not verified if the amount Comcast shows matches what I have used. If there are differences when I do check, that discussion will be for a new thread.

Thanks to everyone for their input, and of course a big thank you to ComcastSteve for taking care of everything.

--Brian
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--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Thu, 29 Nov 2012 22:46:45 EDT

plencnerb posted : I went ahead and created 2 new posts in the Comcast Direct Forum. I figured it would be better to break the issues up, instead of having everything in one post.

The first post deals with my old modem still showing up, as well as the wrong information being displayed on my current modem. For my new modem, the MAC address is correct, however, the Serial Number is not the actual serial number. What is being displayed is the cable MAC Address. So, if you look at my equipment, I see two MAC addresses, instead of a MAC Address and a serial number.

The 2nd post has to do with the Set Top Boxes. This is more of a question, as the information is all correct. I'm really wondering why for one of the boxes, the MAC address that is showing up is the "DOCSIS" MAC (per the sticker on the bottom). However, for the other two cable boxes, the MAC that shows up is the "EST" MAC. Really just wondering why there is a difference, as I would think all three would show either the DOCSIS MAC, or the EST MAC. I don't care either way, and like I said, the information is correct. Just wondering why.

Hopefully, things get fixed, and I get some answers on the whole difference in the STB's showing different MAC addresses.

--Brian
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--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Tue, 27 Nov 2012 21:04:58 EDT

plencnerb posted : I'm going to do a reply to this thread, instead of starting a new one, as things have changed for the better! :)

Short version is that today, I swapped out all three Set Top Boxes, and my Cable Modem.

That whole process went off without a hitch. Everything is up and running as it should be, not to mention caller ID is now working on every TV in the house! :)

But, there are still 2 (maybe 3) issues with what is being reported online for Comcast. Below is a summary of the issues.

Issue #1
Very Old Modem still showing up (Thomson Model # dhg536). I returned this modem back on 06/18/2012.

Issue #2
Serial Number of the cable modem does not match what is being displayed on the web site. The number that comes up is actually the CMAC (or Cable MAC). The MAC number that is listed matches with the MTA MAC of my device.

Issue #3
I don't know if this is really an issue, or just the way things are being reported.
For each STB, it lists the Serial Number, and a "MAC Address". For all three STB's, the serial numbers are correct.
However, for the "MAC Address", one of them comes back as the "DOCSIS MAC" and the other two are the "EST MAC". The numbers match what I have. Its just interesting that all three are not the same type of MAC Address. Meaning, should all three be the "DOCSIS" MAC, or should all three be the "EST" MAC? It may not even matter, as the MAC listed for all three is a "MAC" of the device, its just not the same "MAC".

I'm going to let things sit for a few days, just to see if things get fixed on their own. If not, I'll start a new thread in the Comcast Direct Forum and see if I can get things resolved.

If anyone has any comments about my three issues, let me know.

Thanks,

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Fri, 16 Nov 2012 10:08:02 EDT

plencnerb posted : I was getting ready to make a new post over at the Comcast direct forum. However, before I did, I did a check to see if anything at all had changed as far as what Comcast is showing.

I do have good news to report. The "Cable Modem" Section (Picture #2 in my OP) and the "Voice Modem" Section (Picture #3 in my OP) are now gone, and I'm left with "Voice and Data Modem" (Picture #1 in my OP).

I am still seeing both modems listed in that section, and for some reason, the order has switched. When I started this thread, my current modem (the Arris) was on top, and my previous modem (the Thompson) was on the bottom in that section. Now, the order has been reversed.

I'm not to worried about the order, just thought I would point it out.

As I said, I'm still seeing both modems, and the Serial # on my current modem is still being displayed as the MAC address, and not the actual serial number.

No changes have been made in regards to my Set Top Box questions.

Progress is being made, even if it is slow in coming.

Finally, no updates to my request in the Comcast Direct Forum. If someone over there did read it, and is working on a fix, I would have thought they would update the thread. So, I'm going to hold off on starting a new thread in the Comcast Direct Forum, in the hopes that either someone does reply over there, or the rest of my issues get resolved.

--Brian
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--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Wed, 14 Nov 2012 10:27:27 EDT

plencnerb posted : I agree with the last two people who posted to this thread. We are talking about Comcast here, and as we all know....how things work in one Comcast area are not always how they work in another! :)

As far as making a new post in the direct forum, I may just do that. I know if I go there, my post appears at the bottom of page #2, so it may have been missed.

However, I hate to start a new post when one already exists, but at the same time, I know its against the rules there to update your own thread. Just trying to figure out the best way to approach the problem and not upset people in that forum when doing it.

I guess I could try the local office route. The local office is about a mile or so from my house. I could print out what I have (screen shots from the web page, and the info that I actually have) and go down there and see what they can do to get it resolved.

--Brian
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--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Wed, 14 Nov 2012 08:00:35 EDT

Cthen posted : The local office did a much better job at getting this corrected for me than calling in or relying on this site. ;)

EDIT: This also Comcast we are talking about so your milage will certainly vary on this.
--
"I like to refer to myself as an Adult Film Efficienato." - Stuart Bondek

Re: 6 modems listed, how do I fix this?

Tue, 13 Nov 2012 20:59:05 EDT

owlyn posted :

said by plencnerb:

said by owlyn:

I had 14 modems listed on my account. I posted a message in Comcast Direct, and comcast_steve fixed it within 48 hours. It is now showing 100% correct information.

Well, I posted mine back on Oct 30th. It has now been 15 days, and nothing has changed. All of the information that I pointed out to be incorrect is still incorrect.

Again, I know there is a small number of people who fix / respond to things in that forum, but to go 15 days and not one reply cannot be normal, can it?

--Brian

It may have been missed. Try a fresh posting (not reposting to your old one)

Re: 6 modems listed, how do I fix this?

Tue, 13 Nov 2012 19:30:05 EDT

plencnerb posted :

said by owlyn:

I had 14 modems listed on my account. I posted a message in Comcast Direct, and comcast_steve fixed it within 48 hours. It is now showing 100% correct information.

Re: 6 modems listed, how do I fix this?

Tue, 13 Nov 2012 19:01:15 EDT

owlyn posted : I had 14 modems listed on my account. I posted a message in Comcast Direct, and comcast_steve fixed it within 48 hours. It is now showing 100% correct information.

Re: 6 modems listed, how do I fix this?

Sun, 11 Nov 2012 09:55:44 EDT

dogcacher posted :

said by NetFixer:

Well, at least Comcast is now allowing customers to see what equipment Comcast's inventory system thinks you are using.

It seems fairly obvious that Comcast is using more than one set of books to inventory customer equipment. When you call them with either a modem or TV problem they can specify your device and perform remote activities on it quickly and accurately.

On the few occasions that I have needed help there was never any question about the ID of whatever I was calling about.

My guess is this whole thing is a work in progress and that someday they'll get it all straightened out.

Re: 6 modems listed, how do I fix this?

Sun, 11 Nov 2012 09:21:13 EDT

plencnerb posted : I'm thinking I may have to start a new thread over in the Comcast direct forum because of the following rule

quote:
Posts over 10 days old with no response will be locked.

As you can see by the picture, I created my post back on 10/30/2012. It is now 12 days later, and it has received no replies (but 2 people did look at it). At some point my thread will probably be locked, right?

Is this normal over there? I understand there are not a lot of people who monitor that forum, and I know there is a LOT of things posted in there. Just wondering why I never got any kind of reply.

I also did not want to break the rules over there by posting this question in that forum, per this rule

quote:
Please do not reply to your own posts.

Which is why I'm posting my question here.

--Brian

Re: 6 modems listed, how do I fix this?

Sun, 04 Nov 2012 15:18:24 EDT

plencnerb posted : I agree with you there. Giving the customer a way to fix the issue is a great start.

Of course, it does not answer the question why things were messed up in the first place. Goes back to the development and implementation of the process on Comcast's end.

--Brian

Re: 6 modems listed, how do I fix this?

Sun, 04 Nov 2012 15:01:42 EDT

NetFixer posted :

said by plencnerb:

Those of us on this forum cannot be the only ones who look at that and think "Hey..My serial #'s don't match, and I don't have 3 modems and 6 cable boxes as it shows here".

To me, not only does that show bad customer service, but bad software development and testing. If you are going to implement a feature, make sure it works the way it is suppose to, and displays correct and accurate information. Otherwise, get it fixed before you implement it.

Well, at least Comcast is now allowing customers to see what equipment Comcast's inventory system thinks you are using. Perhaps that in itself is at least a step in the right direction toward correcting the historic problem of Comcast assuming ownership of customer owned equipment and/or charging the Customer for equipment that was returned (or perhaps was never installed in the first place).

All of those things have happened in the past, but now the customer at least has a way to start correcting a potential problem (even if doing so is a frustrating experience).
--
We can never have enough of nature.
We need to witness our own limits transgressed, and some life pasturing freely where we never wander.

Re: 6 modems listed, how do I fix this?

Sun, 04 Nov 2012 11:16:30 EDT

plencnerb posted :

said by NetFixer:

While that is probably the reason, I don't feel it is right for Comcast to do it that way.

You cannot tell me that every single person at Comcast who had anything at all to do with the design, coding, testing, and roll-out of this feature did not sit down and verify if the information posted matched actual equipment being used. And, if it did not, why did someone not say anything? As I said, I know they use a bar code scanner for this task. If the person testing the bar code scanner software scans in a cable modem with a specific MAC and Serial Number, and the program says its a Set Top Box, or it shows a Cable Modem with a different Serial Number and or MAC Address, I would think that would raise some red flags in the testing process.

Those of us on this forum cannot be the only ones who look at that and think "Hey..My serial #'s don't match, and I don't have 3 modems and 6 cable boxes as it shows here".

To me, not only does that show bad customer service, but bad software development and testing. If you are going to implement a feature, make sure it works the way it is suppose to, and displays correct and accurate information. Otherwise, get it fixed before you implement it.

As a side note, it has now been 5 days since I made a post to the Comcast direct forum. The thread has 2 views, but no replies (See Picture).

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail

Re: 6 modems listed, how do I fix this?

Wed, 31 Oct 2012 21:30:40 EDT

NetFixer posted :

said by plencnerb:

Why have this feature if no one at Comcast cares about the accuracy of the information?

I suspect that Comcast doesn't care because if you move or terminate service, they will just bill you for the bogus equipment that wasn't returned (and if you have auto-pay enabled for your account, they don't even have to bill you).
--
We can never have enough of nature.
We need to witness our own limits transgressed, and some life pasturing freely where we never wander.

Re: 6 modems listed, how do I fix this?

Wed, 31 Oct 2012 19:13:46 EDT

plencnerb posted : I guess what puzzles me is why this is so hard to get fixed. Of course, I am also puzzled why it gets messed up in the first place. Specifically in my case, why things like Serial Numbers or MAC Addresses don't match what I have? I know they don't enter this stuff by hand, as I saw them use a barcode scanner at the local office when I swapped out the Thompson Modem for my Arris. If the barcode scanner reads the barcode, and the information is wrong, then why did that application go into production? :hmm:

We cannot be the only people who are on Comcast that expect the list of equipment to match what we actually have, can we? Sorry if this sounds like a rant, but think about it. Why have this feature if no one at Comcast cares about the accuracy of the information?

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Wed, 31 Oct 2012 18:52:45 EDT

signmeuptoo posted : I posted in the direct forum about this and other things, and a week later, no reply.

Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 23:04:48 EDT

plencnerb posted : I have done the same thing. So, only time will tell if posting over there can get things resolved.

--Brian

Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 22:28:06 EDT

IowaCowboy posted : I have the same problem. I have my current EMTA, my mothballed 6120 (listed twice) and a returned gateway listed. I also have my cable boxes listed as well.

The most you can do now is post in the Comcast direct forum (which I've done already).

--
Romney-Ryan and Scott Brown are the Right Choice as they are Hope & Change you can count on.

Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 22:27:19 EDT

plencnerb posted :

said by rendrenner:

There used to be some systems (Charter ? Moxi boxes?) that would actually let you use the box as the modem for internet access.

I figured as much, as all three STB's have an RJ45 plug on the back of them. I figured it was either for that, or for some future use to somehow tie the STB into the internet side of things. Never did try to plug it in to see what would actually happen.

said by rendrenner:

Your EMTA has multiple MAC address of those 1 is typically the CDV side and 1 is internet. The box kinda works the same way. It has different MAC addys depending on how it is being accessed. The one your seeing on the website is VOD access.

I did see that on my modem's status page, as well as listed on a sticker on the back. The status page lists 3 (LAN, CABLE, MTA) while the sticker actually lists 4 (EMAC, CMAC, MAT-MAC, USB-MAC)

Is that the reason why the modem actually shows up 3 times on Comcast's site? If that is why, then that answers my question, and I can understand why it would do that, as it does have a different MAC for each function the modem performs.

However, that still leaves one question unanswered. Why am I'm seeing 3 different Serial numbers for my eMTA modem? All three on Comcast's site match each other. However, if you look on the actual sticker on the back of the modem, there is a different number listed. Then, if you look on my modem's status page, you get a third number. I would think those should all match! :)

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
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Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 22:03:40 EDT

rendrenner posted :

said by plencnerb:

On the bottom of each STB is a sticker that says "DOCSIS MAC" and the corresponding MAC. However, what is on the boxes and what is posted to the web page don't match.

\

The MAC mismatch wont be a big deal. The boxes that comcast uses (minus DTA's) have the ability to actually act like a Modem. That is use and upstream and downstream channel in a constantly connected state. This is opposed to a box monitoring an OOB channel and then only sending requests as needed. Ordering PPV, starting an ON demand stream, etc. The DOCSIS Mac you see listed would be the MAC the system would use to speak to your box. If you look in the diag page ( turn off box, press select) you should see something similiar to DOCSIS status. It should all be N/A or so.

There used to be some systems (Charter ? Moxi boxes?) that would actually let you use the box as the modem for internet access.

Your EMTA has multiple MAC address of those 1 is typically the CDV side and 1 is internet. The box kinda works the same way. It has different MAC addys depending on how it is being accessed. The one your seeing on the website is VOD access.

I think, could be wrong, but the DOCSIS Mac may be used more in areas using the Tru-Two way system. I've never worked with that system.

I wouldnt worry about the MAC's not matching.

Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 20:30:46 EDT

plencnerb posted : I do actually have 3 STB's in my house. The issue I have with them (and I made reference to that in the post I made to the Comcast Direct Forum) has to do with the information.

I verified what I have in my house this morning, as far as Make, Model, Serial, and Mac address. The info on the web page for all three is correct, minus the MAC address.

On the bottom of each STB is a sticker that says "DOCSIS MAC" and the corresponding MAC. However, what is on the boxes and what is posted to the web page don't match.

I also asked to remove the Thompson Modem, as that is an old one that I have returned to Comcast (was rented, as is my Arris).

I also made a comment about why the modems are listed in 3 places (if it was normal or not), and why I'm actually seeing 3 different serial #'s for my modem (sticker on the actual modem, my modem's status page, and Comcast's web page). They are all different.

So far, there has been no reply to my thread over in the direct forum. But, I know there are limited people who respond to issues, and mine is not as important as someone who may not be getting the speed they are paying for, or other issue. I know that it may take a few days, but hopefully it all gets worked out.

--Brian
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--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail

Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 20:07:35 EDT

rendrenner posted : The image #5 in your OP shows three boxes with the same model but different serial and Mac addys. If you have 3 HD boxes than your fine, the serial and mac should be different. If you have less than three in your home, have you had it replaced or have you noticed charges for extra boxes on your account as well? May be due a credit if so.

Re: 6 modems listed, how do I fix this?

Tue, 30 Oct 2012 11:08:59 EDT

plencnerb posted : I wanted to update this thread to let everyone know that I went and posted a thread in the Comcast Direct Forum. In doing my research for that, I also noticed an issue with the 3 cable boxes listed. (Model # Serial #'s match, but the MAC's did not).

So, hopefully in doing that I'll get things all fixed.

Take care,

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail

Re: 6 modems listed, how do I fix this?

Sat, 27 Oct 2012 15:09:40 EDT

plencnerb posted :

said by rendrenner:

You don't have 6 modems listed on your account, you have two modems listed on your account 3 times.
The old modem you took in to exchange is still ghosting on your account.

I agree with you there.

So, I have one "ghost" modem (the Thompson one), and my current modem showing up 3 times.

Before I either go to the local office, call, or post in the comcast direct forum, I want to verify I understand what I should be seeing.

Since my current modem is an eMTA, should it show up 3 times like it does, or should it only show up once under "Voice and Data Modem"? Personally, I would think it would only show up one time under "Voice and Data Modem". Its not just a cable modem, and its not just a voice modem. Its both, and seems kind of redundant for it to show up like that. However, if that is how its suppose to look (and other people who have a single eMTA see the same thing), then I won't worry about that part. I'll only worry about getting the Thompson modem off the list.

Once I get that fixed, then I'll worry about why I'm not seeing a usage meter. One thing at a time! :)

Thanks,

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail

Re: 6 modems listed, how do I fix this?

Sat, 27 Oct 2012 14:37:32 EDT

rendrenner posted : You don't have 6 modems listed on your account, you have two modems listed on your account 3 times.
The old modem you took in to exchange is still ghosting on your account.

Re: 6 modems listed, how do I fix this?

Sat, 27 Oct 2012 10:09:48 EDT

tdumaine posted : I would edit out mac addresses and serial numbers if i were you

Re: 6 modems listed, how do I fix this?

Sat, 27 Oct 2012 10:01:32 EDT

plencnerb posted : I saw that thread, but wanted to confirm what is the better route to get it fixed.

It appears that calling support is not a good option. Would it be better to post this in the comcast direct forum, or should I print the screen and take it down to the local office?

Also, am I correct in my assumption that I should only see one modem under the section "Voice and Data Modem" (as that is what it is), and I should not have a separate "Voice Modem" section and "Cable Modem" section? Or, will I have all three sections with the same modem listed in all places?

It would seem odd to me that it would show up that way. If I had just a "voice" modem, it would list it that way, or just a "data / Cable modem", it would just show that.

Not to mention, each section contains two modems. I know the Thompson one listed is the first eMTA that I had rented, but I returned it to the local office due to issues with it (It would not hold a charge on the battery).

Thanks,

--Brian

Re: 6 modems listed, how do I fix this?

Sat, 27 Oct 2012 09:59:09 EDT

MgA_ODEN posted : »Why is there a second modem on my account?
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6 modems listed, how do I fix this?

Sat, 27 Oct 2012 09:49:30 EDT

plencnerb posted : I made a similar post in the thread "[Caps] Where the heck did the usage meter go?". However, I think starting my own thread on that would be a better idea.

With all the talk about people not seeing usage meters, and people seeing multiple modems on their accounts, I figured it would be a good idea for me to go check and see what my account looks like.

For starters, I see the following

•2 Voice & Data Modems (Pic #1)
•2 Cable Modems (Pic #2)
•2 Voice Modems (Pic #3)
•3 Remote Controls (Pic #4)
•3 Cable Boxes (Pic #5)

This is what I actually have in my house
•1 Voice & Data Modem (Pic #6. Did it this way to try to figure out which one of the 6 listed above is actually the one I have, if any)
•3 Remote Controls
•3 Cable Boxes

Looks like things are really messed up for me! :o

I know the three remote controls we have match the picture. I did not go check yet the three cable boxes to see if they are the ones listed. However, I can do that just to make sure that the three I have in the house are the same three that are listed.

So, to be clear, how do I go about to fix this, so it only shows ONE (1) Voice and Data Modem, along with the remotes and cable boxes?

Also, as you can see by all the pictures, I don't have any usage meters. I'm not to worried about that yet, as I think that problem may correct itself once I remove the 5 extra modems!

Thanks in advance for any help that can be offered.

--Brian
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============================
--Brian Plencner

E-Mail: CoasterBrian72Cancer@gmail.com
Note: Kill Cancer to Reply via e-mail

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