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tsduke
Premium
join:2006-03-04
Waterloo, IA
reply to BAINCH

Re: Smallest Physical Modem for Mediacom

I realize you can't test every modem, but the canned response anymore is that there is no supported modem list at all. This is mostly likely what leads people to the conspiracy that Mediacom is quietly trying to force modem rental. Whether it's true or not.

I'm curious which option is actually more cost effective for the cable companies(customer own vs rental). They surely spend a ton on these devices used for rental, but on the other side you have the issue of not supporting many devices customers purchase.



BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

said by tsduke:

I realize you can't test every modem, but the canned response anymore is that there is no supported modem list at all. This is mostly likely what leads people to the conspiracy that Mediacom is quietly trying to force modem rental. Whether it's true or not.

I'm curious which option is actually more cost effective for the cable companies(customer own vs rental). They surely spend a ton on these devices used for rental, but on the other side you have the issue of not supporting many devices customers purchase.

We can publish a list of "supported" modems but it is always going to be what we provide to our customers.

rconaway8

join:2005-11-10
Phoenix, AZ
reply to BAINCH

Thank you for the information. I've ordered 50Mbps circuit though.


poolShark

join:2002-11-21
Marshall, IL
reply to BAINCH

said by BAINCH:

We don't test every make and model of DOCSIS device in our lab. As such we can't guarantee that it will work as advertised and won't create an issue. Those devices most likely will work but we can't guarantee that. So we can't SAY we officially support it or we invite any person who has such a device and experiences a problem from attempting to hold Mediacom responsible.

Yes, but that may also leave the customer in a bind when using their own modem, which has been working for a long time without an issue, and all of a sudden there is a problem with the service, but Mediacom can blame the customer's modem, because it isn't officially supported. Thus, Mediacom may be less willing to troubleshoot a problem with their network/equipment, because they instantly blame the customer's equipment.

This happened to me many years ago when I was having a weak signal issue and I was using my own SB4200. That modem was even on the approved list, but the techs wanted to blame the modem and there was nothing wrong with it. At the time, Mediacom was not charging a fee for their modems, so I let them swap it for a Mediacom modem. That fixed the issue for about a day or two and then they had to come back and that's when they decided to troubleshoot and fixed the weak signal issue.


BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

said by poolShark:

Yes, but that may also leave the customer in a bind when using their own modem, which has been working for a long time without an issue, and all of a sudden there is a problem with the service, but Mediacom can blame the customer's modem, because it isn't officially supported. Thus, Mediacom may be less willing to troubleshoot a problem with their network/equipment, because they instantly blame the customer's equipment.

This happened to me many years ago when I was having a weak signal issue and I was using my own SB4200. That modem was even on the approved list, but the techs wanted to blame the modem and there was nothing wrong with it. At the time, Mediacom was not charging a fee for their modems, so I let them swap it for a Mediacom modem. That fixed the issue for about a day or two and then they had to come back and that's when they decided to troubleshoot and fixed the weak signal issue.

So I have a couple of thoughts on this.

1. Whether the customer is leasing or owns a modem, it is possible that a problem is caused by the device itself. It is therefore appropriate for customer service to address that as a potential issue when troubleshooting a problem. In your example the person troubleshooting the problem was apparently wrong (it was a signal level issue.) Obviously we want to prevent any inaccurate troubleshooting and would appreciate feedback here or in our customer support forums to help address that.

2. We would expect our customer service to attempt to troubleshoot any reported issue the same regardless of whether the modem in question is on the supported list or not. The challenge is we generally have less information to work with on unsupported modems. We may have less support material on hand from the vendor and we've had issues in the past with some make/models not working properly with our monitoring systems, preventing us from seeing things like signal level / quality at the device. Together it means our chances of accurately diagnosing the issue are reduced.

GLIMMER

join:2004-01-17
Fisher, IL
reply to rconaway8

the problem is mediacom does not support a residential modem you can buy at a store. That needs to change. You should at the least support the latest moto hardware. which can be purchased at any store these days. I know the 6120 is but you can't buy it anymore.



bulletsam

join:2008-04-08
Charleston, IL

"I know the 6120 is but you can't buy it anymore."

Sure you can. Just keep an eye on Amazon, they show up often.


rconaway8

join:2005-11-10
Phoenix, AZ
reply to GLIMMER

I've had it the other way though. Over the years, I've had 2 modems go bad and replacing them worked. It's kind of a catch 22 for Mediacom or in my case, Cox.



Anonymous
Premium
join:2004-06-01
IA
kudos:2
reply to tsduke

Bainch mediacom should have 2 options

1 Buy modem from Mediacom or
2 Rent modem from Mediacom

I think this would "simplify" the service, that way people don't have to worry what modem to use or have people mention word 'conspiracy'.
--
I speak for myself, not my employer.



BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

1 edit
reply to GLIMMER

said by GLIMMER:

the problem is mediacom does not support a residential modem you can buy at a store. That needs to change. You should at the least support the latest moto hardware. which can be purchased at any store these days. I know the 6120 is but you can't buy it anymore.

We support the Cisco/Linksys DPC3008 for example.

»www.amazon.com/Linksys-DOCSIS-Ca···06IJHK96

Includes free shipping.


BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

1 recommendation

reply to Anonymous

said by Anonymous:

Bainch mediacom should have 2 options

1 Buy modem from Mediacom or
2 Rent modem from Mediacom

I think this would "simplify" the service, that way people don't have to worry what modem to use or have people mention word 'conspiracy'.

Hmm. Perhaps that is coming very soon. Stay tuned.


KA0OUV
Premium
join:2010-02-17
Jefferson City, MO

MAN!!! I even offer up cookies to MediacomChad, and almost never get teasers out of him like that. Maybe I am offering cookies to the wrong people?


GLIMMER

join:2004-01-17
Fisher, IL
reply to Anonymous

said by Anonymous:

Bainch mediacom should have 2 options

1 Buy modem from Mediacom or
2 Rent modem from Mediacom

I think this would "simplify" the service, that way people don't have to worry what modem to use or have people mention word 'conspiracy'.

thats a good option but that should not give mediacom the right to rape the customer on price! I can see this becoming a problem for mediacom. And ending up infront of the FCC

GLIMMER

join:2004-01-17
Fisher, IL
reply to BAINCH

said by BAINCH:

said by GLIMMER:

the problem is mediacom does not support a residential modem you can buy at a store. That needs to change. You should at the least support the latest moto hardware. which can be purchased at any store these days. I know the 6120 is but you can't buy it anymore.

We support the Cisco/Linksys DPC3008 for example.

»www.amazon.com/Linksys-DOCSIS-Ca···06IJHK96

Includes free shipping.

I said at a store not amazon ie walmart target best buy. You should be able to source a modem locally. Heck comcast sells connection kits at best buy


lhollow

join:2010-12-02
IL
reply to BAINCH

said by BAINCH:

Hmm. Perhaps that is coming very soon. Stay tuned.

Anonymous' wording sounds like people should have two choices: Buy from Mediacom or Rent from Mediacom.

Giving people the option to buy a modem from Mediacom would be fine, but looking at the price on the return equipment checklist, Mediacom's would have to have a different price for an up-front purchase or they probably wouldn't sell many modems: $300 is a little steep. Add another $15-$25 for a power cord.


BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11
reply to GLIMMER

said by GLIMMER:

I said at a store not amazon ie walmart target best buy. You should be able to source a modem locally. Heck comcast sells connection kits at best buy

We used to have something at Best Buy but there aren't many of those stores near or in our markets. Is there a non-Moto modem that is for sale in stores near you?


BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11
reply to lhollow

said by lhollow:

said by BAINCH:

Hmm. Perhaps that is coming very soon. Stay tuned.

Anonymous' wording sounds like people should have two choices: Buy from Mediacom or Rent from Mediacom.

Giving people the option to buy a modem from Mediacom would be fine, but looking at the price on the return equipment checklist, Mediacom's would have to have a different price for an up-front purchase or they probably wouldn't sell many modems: $300 is a little steep. Add another $15-$25 for a power cord.

Agreed. It would have to be a competitive price.


tsduke
Premium
join:2006-03-04
Waterloo, IA

Price wouldn't be my only concern on the " Buy from Mediacom or Rent from Mediacom" option. Selection of devices would be a concern also. If Mediacom went that direct I would hope an expansion of device offerings would be in the works.

Our best buy has to cable modem brands. Motorola and Zoom. I've always had good luck with Moto. No clue about zoom.

Edit: I'm curious, how are other cable companies handling modems?


GLIMMER

join:2004-01-17
Fisher, IL
reply to BAINCH

Walmart Walmart.... they carry moto only around here. There are 4 super walmarts within 30 miles of here. And no there are not only moto modems unless you goto best buy which has zoom



Anonymous
Premium
join:2004-06-01
IA
kudos:2
reply to tsduke

Mediacom has the right to decide what hardware can work on their network. This is why I can remove your crappy splitters and wiring and install Mediacom approved stuff. I just wish Mediacom would treat modems like DCTs. Have all of the MACs in the system and not allow any third party modem to go online (not even to reach the provisioning website). The selection of devices would be decided by Mediacom. Streamline the process and probably reduce the cost.

So when you sign up for service you have two options

1 Buy a NEW modem from Mediacom for let's say $90 with 1 year warranty
2 Rent a modem for $5/mo (that may be refurbished) with a free replacement as long as you have the service

Of course to do this Mediacom would need to trash a lot of old modems and buy a lot of new ones. I still think that in the long run this would cost less money and improve customer satisfaction with the service because I will be first to admit that Mediacom has a lot of really outdated modems still being used/issued. For example Bainch mentioned DCM425 as being the smallest modem available from Mediacom but unfortunately this modem is outdated and is having problems staying online and a lot of them report downstream SNR way lower than my meter. I think going with DOCSIS 3 modems from now on would make a lot of sense.
--
I speak for myself, not my employer.


n_w95482
Premium
join:2005-08-03
Ukiah, CA

said by Anonymous:

I think going with DOCSIS 3 modems from now on would make a lot of sense.

I couldn't agree with you more .
--
KI6RIT


tsduke
Premium
join:2006-03-04
Waterloo, IA
reply to Anonymous

It's Mediacom's right to decide that concerns me if they go this direction with modems. I don't have a lot of confidence that the modems the would offer for sale would be of good quality. I base this off the junk they have for modems in my area. This isn't just my opinion, more than one tech voiced the same opinion to me.

BTW, I don't have any crappy splitters in my house unless the splitters Mediacom provides are crap.



BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

1 recommendation

said by tsduke:

It's Mediacom's right to decide that concerns me if they go this direction with modems. I don't have a lot of confidence that the modems the would offer for sale would be of good quality. I base this off the junk they have for modems in my area. This isn't just my opinion, more than one tech voiced the same opinion to me.

BTW, I don't have any crappy splitters in my house unless the splitters Mediacom provides are crap.

Mediacom has ALWAYS allowed customers to bring their own modems. I don't see that ever changing. I do think Mediacom can and should draw a line between make/models that it can officially support vs just any device that may be sold at Walmart.

While there is still a wide variety of modems available online including ones supported by Mediacom, we are concerned that retail seems to be limited to just one or at max two options.

GLIMMER

join:2004-01-17
Fisher, IL

said by BAINCH:

Mediacom has ALWAYS allowed customers to bring their own modems. I don't see that ever changing. I do think Mediacom can and should draw a line between make/models that it can officially support vs just any device that may be sold at Walmart.

While there is still a wide variety of modems available online including ones supported by Mediacom, we are concerned that retail seems to be limited to just one or at max two options.

The problem is mediacom is to money hungry to support moto modems besides the 6120. At the least the moto series you can buy at walmart or best buy should be supported.

Anonymous as for having crappy splitters in my house I dont have any. Line in to modem done. Thats how its easy to tell when mediacoms service is to blame for outages not my equipment.


BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11
reply to BAINCH

said by BAINCH:

said by Anonymous:

Bainch mediacom should have 2 options

1 Buy modem from Mediacom or
2 Rent modem from Mediacom

I think this would "simplify" the service, that way people don't have to worry what modem to use or have people mention word 'conspiracy'.

Hmm. Perhaps that is coming very soon. Stay tuned.

Although we are looking at additional make/models (based largely on demand) we do now sell the following modem (which you should be able to call and order.)

Cisco DPQ3925
D3.0, Packetcable 2.0, 802.11N Wifi Router
$149.95 I believe

»www.cisco.com/en/US/prod/collate···337B.pdf


tsduke
Premium
join:2006-03-04
Waterloo, IA

Not a big fan of the router in that. Is the router fully open or locked down?



BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

said by tsduke:

Not a big fan of the router in that. Is the router fully open or locked down?

Should be, yes. If someone gets one that isn't let me know.


elios

join:2005-11-15
Springfield, MO

BAINCH
related question why have you disable some of the page in the cisco modems ?
if i boot the modem with out the co-ax i can see things like where the provisioned rate and snr data etc like the older linksys modems
but once it gets a config from the headend all of that is disabled
be nice to be able to see the snr and provisioned rates



BAINCH
Premium,VIP,MVM
join:2003-04-02
Blooming Grove, NY
kudos:11

said by elios:

BAINCH
related question why have you disable some of the page in the cisco modems ?
if i boot the modem with out the co-ax i can see things like where the provisioned rate and snr data etc like the older linksys modems
but once it gets a config from the headend all of that is disabled
be nice to be able to see the snr and provisioned rates

I don't know. If you want to PM me the model# and the MacID I will investigate. Well, I'll investigate either way but it is easier if I have a known example.


elios

join:2005-11-15
Springfield, MO

nm there is a mac list but not sure what side its on ill pm you the info