New Contributor
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2 Messages
Modem replacement
I'm upgrading my modem to a new DOCSIS 3.0 that I did not purchase from COX. Will I need to call support and give them a MAC address of the new device? I'm not sure how they associate my account with my device.
Bruce
Honored Contributor III
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5.7K Messages
12 years ago
Before you buy a new modem, make sure it will be compatible on the Cox network. You can check the Cox website for your market...Hampton Roads, Oklahoma City, Orange County...or call them will the make and model of your desired modem.
If your desired modem is compatible, they'll ask you for the MAC address.
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M__Gale
New Contributor
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4 Messages
12 years ago
In addition to the HFC MAC address, they will also need the customer serial number.
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KipK
Valued Contributor II
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606 Messages
12 years ago
^^ Both correct. You will need the cable/HFC MAC address, customer serial number, and make/model. You can always find the most recent compatibility list here.
Instead of calling first, you can also plug the modem in and let it sync up, then connect a computer to it and the browser should take you to self-registration, and you can usually swap the modem yourself. If that has any problem, then you can call in instead.
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Trikein
Contributor III
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806 Messages
12 years ago
If you use the self registration system and it doesn't work, and you call up, be sure to unplug the modem before they try to add it. I swap modems a lot (I like to play with new models) and sometimes if I am in the middle of the automated system adding at the same time Cox tries to add it, it can get stuck. Took 2 days to get it fixed. Just FYI
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