Digital Phone Upgrade

Digital Phone Upgrade

Phone Forum

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Can Cox query if I received the upgrade to my digital telephone service?

A few months ago, I called the number on the Action Required letter and the rep said a tech can "switch (or upgrade…I forgot the verb) my phone service from the NIU outside my home."  My NIU is in another building and a tech would need to get the key from our Property Manager.  I wouldn't need to be around for the "upgrading" because there would be nothing for me to do; however, I never got a confirmation of the upgrade.  I did stop receiving the Action Required letters, so maybe that confirmed it.

My DOCSIS 3.0 is the ARRIS/Motorola SB6182.  I have another box…I think it's a voice port.  When I initially bundled my services in 2005; the tech connected a heavy, rectangular, white box to my primary cable connection, telephone outlet and my new Scientific Atlanta DSAC210 Internet modem.  Is that a voice port?  If so, do I still need it after my digital phone upgrade?

All Replies
  • Posted by JonathanJ
    19 Dec 2017 9:54 PM

    The Scientific Atlanta DSAC210 doesn't have a voice port. Once you upgrade your phone we will need access to your resident so we could install modem with a voice port. If you have any further question feel free to email us at we're available 24/7.

    Jonathan J
    Cox Support Forums Moderator

  • Posted by Bruce
    20 Dec 2017 6:25 AM

    The Scientific Atlanta DSAC210 was my original modem in 2005.  Since then, I've replaced it with the ARRIS SB6182 (DOCSIS 3.0).

    The ARRIS probably also doesn't have a voice port.  However, I still have the heavy, rectangular, white box connected...which I'm assuming is a voice port.  Is that still good?

    Did you query if my NIU was upgraded for the new network?

  • Posted by StephanieA
    20 Dec 2017 7:24 AM

    A Telephony Modem will need to be installed in order to migrate the service from the NIU. You can pick up a telephony only modem at any Solution Store or we can schedule a technician to come out and install it for you. You will need to install the modem at a location in your home that has a cable jack and a telephone jack in the same location to activate all the phone outlets in your home. If you do not currently have a location as described, I suggest making an appointment. If you do have a location as described, self-install instruction will come with the new modem. You can also decide if you want to rent a gateway modem that will also provide your internet service. The option to rent a gateway is up to the customer to decide and is not mandatory.

    Stephanie A
    Cox Support Forum Moderator

  • Posted by Bruce
    20 Dec 2017 7:43 AM

    Couple of clarifications:

    1.  The NIU outside my home will no longer be my Telephony Modem?
    2.  Will the Telephony Modem from the Solution Store be my new voice port?
    3.  Would I return my older voice port (heavy, rectangular, white box) to the Solution Store?
    4.  What did the Tech previously upgrade at my NIU?
    5.  If you didn't upgrade my equipment, didn't I pass the date to "avoid losing your telephone service?"

  • Posted by StephanieA
    20 Dec 2017 9:30 AM

    1. The NIU is not a Telephony modem. The NIU is the old technology device that supplied the phone service. We are migrating to a new technology with telephony modems.

    2. It is more likely that the heavy, rectangular, white box connected to your modem is your wireless router. If it is a voice port, it is not from us and could be a different VOIP provider. If you can provide the manufacture and model number of the device, I can confirm.

    3. I'm not seeing your account as being passed the upgrade date at this time.

    Stephanie A
    Cox Support Forum Moderator

  • Posted by Bruce
    20 Dec 2017 10:18 AM

    The heavy box is not my wireless router.  It's the size of a lunch box from the 70's.  The Cox tech installed it in 2005 for my digital telephone service.  I had always assumed it was my telephone modem.

    The main coaxial feed enters my house and connects to a splitter.  One side of the splitter goes to my STB and the other to this lunch box.  The lunch box also connects via RJ11 to a telephone jack and a power outlet.

    I'll figure it out.