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MisterBob

@rr.com

Had my sb5101u provisioned but now no phone signal

As title says, got a sb5101u provisioned and able to go online but my phone is not working. So as I understand it, I'm supposed to leave me old modem plugged in and I'm not going to even have to send it back am I? Anyway, I just kept getting told to reset the old modem one way or another and at this point I had been on the phone with them for over an hour dealing with the new modem and had to leave. Hoping I might get some advice from here and not have to deal with them anymore.


mathfaster

join:2005-09-23
Upland, CA

3 edits

I provisioned a SB5101U the other day. I called in to CSR, they opened a case and then transferred me to the person doing the provisioning. Person doing the provisioning wanted me to plug in the new modem. I had to have her put the call on hold and then call me back on my cell as otherwise they would have gotten the next person in the queue to service. The line I called from was VOIP so as soon as I unplugged the old modem the call would have dropped. Once she called back I canceled the call on hold. Unplugged old modem and then plugged in new modem, connected ethernet cable to modem, and TWC cable to modem. They then went through the process of making sure the new modem was good and then asked me if I had an internet connection. Others have called in to get provisioned and then only plugged in the new modem when they got a call back or the old modem stopped working. hth

ETA: You don't get credit for the old modem until you turn it into a TWC store.

ETA2. If your phone is VOIP, then power down/off your cable modem, router and ATA and then repower the cable modem, the router and the ATA in that order. Think that is the order recommended IIRC.



MisterBob

@rr.com
reply to MisterBob

I'm kind of confused. How exactly am I supposed to have my new and old modem connected at the same time. The old one just has the power and a telephone connected to it. Wouldn't I need to have a coaxial cable still screwed in?


mathfaster

join:2005-09-23
Upland, CA

2 edits

You don't. You either have your old modem connected until they call you that they have provisioned your new modem in the database and/or it goes dead. Once they provision your new modem your old modem is dead. Then you can connect your new modem and connect the coax cable to it and power it up.

OR you are on the phone with them (don't use a VOIP phone) and you setup your new modem with them while you are on the phone.

ETA: Seems cramer has it right. You didn't state your phone was from TWC as well so none of what I posted applies.


cramer
Premium
join:2007-04-10
Raleigh, NC
kudos:9
reply to MisterBob

If I understand you correctly, your phone is provided by the cable company. Thus you will need *your* modem (for internet) AND *their* modem (for phone) plugged in at the same time. This is done with a little device called a splitter. Go back to where you bought your modem and buy a splitter.

(The phone modem will have to be rebooted to load the new configuration.)



Bucolic

@rr.com
reply to MisterBob

My new SB5101U modem was provisioned quite quickly. I hooked up the new modem to the coax and powered it up before calling. I always call Tech Support via my cell phone very late at night, such as 1-2 AM. The Techs I reach at that time of night are usually bored and eager to assist, explain, provision while I have them on the line. They can even test the modem right then, too, while you are on your cell phone. Regardless of when you call, ask specifically for "Internet Tech Support", not regular customer support, and your chances of getting it immediately provisioned are increased. And if there is any problem, since you already have them on your cell phone, they are right there to further test/assist.