[Other] Upgrade to 30.0 requires Insight-provided modem Just got off the phone with Insight because I wanted to upgrade my internet from 10.0 to 30.0. I've already got a DOCSIS3 modem (SB6121) working perfectly on my 10.0 (both the downstream and upstream currently indicate bonded channels) and thought they'd just have to re-provision my account for the new tier.
The rep told me it was a $20 charge to have a tech come out and install the modem. $20 to upgrade my internet + $25/mo extra. When I began to question her she told me the tech won't support anything other than an Insight provided modem on 30.0 and above. I told her I already had a DOCSIS3 modem and didn't need/want an Insight supplied modem. I asked what brand they use (and gave Arris and Motorola as examples) and she put me on hold to find out. She came back and said it was a DOCSIS3 modem. After I told her DOCSIS3 is a standard, not a brand, and re-requested the brand she put me on hold to ask again. When she came back she said all the info she could get was it's a DOCSIS3.
Sorry, but I refuse to pay $20 to "upgrade" to a higher tier when I already have capable hardware. I wish Lexington had more choices when it comes TV/broadband. I don't think Google Fiber will be here remotely any time soon. Ugh!
File a FCC complaint, as your using approved hardware that meets their specs, and this they cannot forbid you from using a customer owned modem w/o a damn good reason.
The problem I have is that they let customers provide their own modems for both the 10.0 and 20.0 tiers. Granted 30.0 and above use a newer standard, but it's a standard nonetheless.
I've filed an FCC complaint. Not sure what, if anything, will come of this.
Matt_31Who Hit The Power ButtonPremiumReviews:
reply to jpatton1979
You need to call back. Get a new rep, You'll have wait till Monday as weekend peps seem to only deal with emergency stuff. I'm willing to bet you got someone who wasn't with it. I've had those type of peps. While I agree you shouldn't have had to deal with it it in the first place it does happen.
The main reason why the wont let us do stuff is because of "issues" and insurance it will work. A lot of areas say and will support higher speeds but have been having issues with it. Also hardware is a factor to, so they have been clamping down to only certain hardware. Note the big issue going on right now with fee's on TWC on modems and you can get your own and they have a list of supported modems. HOWEVER, that's TWC's network this is still Insights stuff even though TWC own them. However a Motorola SB6121 is a VERY common modem (also much higher rated) then the others. I would call again to see what they say and note who you talk to and don't mention the FCC stuff.
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reply to jpatton1979
So I got a voicemail from Insight over the weekend. I didn't recognize the number they told me to call, so I called it and it turned out to be the Technical Resolution Group. However it constantly went to voicemail with a message that all agents are busy. I called the local Lexington office and eventually got routed to the internet support group.
I explained my issue to her and she put me on hold a couple times to check with her lead/supervisor. I was told that if I had a DOCSIS3 modem I could get either 30.0 or 50.0 without having to lease an Insight-provided modem. She told me that she still had to put in a work order for a tech to come out and "check" my signals. Of course I asked if I got charged for this "check" and was told yes.
So you can now use a customer-provided DOCSIS3 modem for 30.0 and 50.0, however you still have to pay the $25 (or however much) service call fee.
They're making sure to get their money one way or another.
Refuse, and mention the FCC complaint. I'd bet ya the person they will send out will either try to install theirs, or will be a contractor that is clueless why he was sent.
So I got a call today from another department at Insight (I'm guessing it was someone from the Technical Resolution Group), and I was able to take it. Come to find out I was wrongly told yesterday that a truck roll is required for the 30.0+ upgrade.
He asked if I still wanted to upgrade to 30.0, making sure to remind me there's a $25/mo increase in price. I decided to take the plunge. The guy said he provisioned my account/modem for 30.0 service and said he saw it come back online and reporting it was getting 30.0.
I just have to wait until I get home from work to verify.