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JayNoVA

@cox.net

[VA] upgraded modem, wrong one showing on account

I bought a new modem (Netgear CG3000D) and failed to activate it online. I then called customer support and it took a good half hour to activate it because my modem's serial number wasn't registering properly for some reason. The CSR eventually registered it successfully after various workarounds but after checking my account online, it is listed there that I am using a different equipment (CMD31T) than what I actually have (CG3000D).

Is this a non-issue or should I call Cox again? I went to speedtest.net and I got 30Mbps down and 4.75Mbps up.

Also, the CSR offered me a $5/mo increase to upgrade my plan (from Preferred to Premiere) and I accepted but the discount is only good for 6 months. After that, I will be paying the regular price. Can I downgrade after this promo period?



JayNoVA

@cox.net

So I got off the phone with CSR and I was told that this has never happened before. The serial number of my modem is for a completely different type of Netgear modem (the CMD31T)! Now I'm worried that the wrong hardware is inside my modem. It's like someone or something at Netgear's factory put the hardware of a CMD31T modem inside the case of a CG3000D modem!

On my account, it is now listed that I'm using RSA3000 (again, wrong one... it's for Scientific Atlanta, not Netgear) but the CSR did this so that when it's time to upgrade firmwares, their system would recognize that I have a CG3000D modem (because of the 3000 ending I guess).

Man, this sucks. First time ever upgrading my modem (I was using the default one Cox gave me when they installed my Internet 5 years ago) and this happens.



KipAtCox

join:2013-02-18
Chesapeake, VA
kudos:4

Don't worry about it, really. No, really.
We sort of have two different systems in play, the billing system and the actual provisioning/connectivity system. We have to get a modem into the billing system first in order to give it an entry for provisioning, but once it's provisioned, the name we gave it in the billing system is basically cosmetic.
Having the wrong inventory item number may cause representatives some confusion later on (in fact, as former Tier 1 rep, I can say that it probably will), but the operational side of it won't care. It identifies modems by the version string they send during their connection handshake for things like firmware upgrades.
With the CG3000D, this tends to happen when they're purchased from sources other than Cox directly. Our CG3000Ds all have the serial numbers preloaded into inventory, and our system gets temperamental when we try to provision "retail" units. If you did get it from us directly, we should eventually be able to get the item number corrected. But it's not a big deal.
--
Kip K.
Cox Communications Support Specialist



Optimus2357
Premium
join:2010-11-21
West Warwick, RI
kudos:3

Is there any difference in firmware between the retail and 3rd party units? I have seen different people in different markets report different features available on their model. Just curious.



JayNoVA

@cox.net
reply to KipAtCox

said by KipAtCox:

Our CG3000Ds all have the serial numbers preloaded into inventory, and our system gets temperamental when we try to provision "retail" units. If you did get it from us directly, we should eventually be able to get the item number corrected. But it's not a big deal.

I got my CG3000D from Amazon. Will I have problems with regards to firmware upgrades?


Anonguy

@cox.net

No, They will be pushed automatically when available.

Just remember, Since it is an all in 1 modem/router A user cannot upgrade the firmware. It is only pushed when the ISP approves it and sends it out.


VentShop

join:2009-08-21
Oklahoma City, OK

said by Anonguy :

Just remember, Since it is an all in 1 modem/router A user cannot upgrade the firmware. It is only pushed when the ISP approves it and sends it out.

+1. . . and another thought here for future reference, if the modem half of the combo goes out the rest of it is a brick and vise versa. It's like the combination tv vcr's and bluray surround systems. A lot of times they are cheaper (you get what you pay for) and when part of it stops working right the whole thing is worthless. It's often better to spend a little more and have separate components as eventually something will probably go bad and though the initial cost may have been a bit higher for two devices replacing one is a lot less than repurchasing the combination.


Optimus2357
Premium
join:2010-11-21
West Warwick, RI
kudos:3

+1 too. Gateways are inferior to Modem + Router.
What I am curious about is how the firmware modification works. I believe in some markets Cox modifies the firmware or the configuration file of the Netgear gateways in some way to remove or block certain features. Who decides what features should be removed, and how are they removed? I just don't get why Cox doesn't just go to remote manageable equipment for their rented gateways. If your going to rent cheap, handicapped hardware, I would think you would atleast want the convenience of remote support. JMHO



CoxTech1
VIP
join:2002-04-25
Chesapeake, VA
kudos:76
reply to JayNoVA

Officially there are no retail versions of this device however many things can be misappropriated online. It's also worth noting that Netgear provides no support for these devices either, the ISP that provided it is responsible for that.