said by Mike Wolf:Are both customers using the same or similar family router like from the 2011 E series or 2012 EA series routers?
However, I really don't think it's the router because with how popular these two series are, there would be more customers affected and I haven't heard seen anything similar to this yet. Could it be possible that the modem wasn't provisioned correctly on the account?
The issue must be modem related, bootfile or something.. One user has a SB6120 the other SB6121. One user has a ASUS RT-N66U (I know for a fact this works) and the other has a Cisco E3200. One tested directly with a Windows 7 PC without seeing the RA's.
Not the same CMTS, not even close..
Both are not seeing the RA's coming from the CMTS, but other customers on the same CMTS's are working.