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GU

New Contributor

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7 Messages

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Modem/emta upgrade

Hi guys,

I decided to upgrade to a DOCSIS 3.0 modem/emta (currently have SBV5222) on January 31st through the 'Upgrade my Internet & Phone' webpage. The agent I talked to told me that the new modem would be shipped to me, with free shipping, and along with it, instructions on how to set it up. I haven't gotten anything in the mail yet, so I talked to another agent today and apparently it won't be shipped and I have to go pick it up instead? I thought it would be shipped to me?

Anyways, if I do have to go pick it up, do I need to bring my old modem with me? Does cox even want the old DOCSIS 2.0 modems? Do I have to pay any extra fees or something?

Thanks,

Gopalan

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ChrisL

Former Moderator

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7.1K Messages

I apologize for the confusion with the modem replacement process.  You can handle this at one of our solutions stores if you want to expedite the process and yes this is an exchange offer which means you'll need to bring back the original.

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GU

New Contributor

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7 Messages

Thanks for the reply Chris. So, it will get shipped to me if I don't go pick it up myself? I am in no hurry, and getting it shipped would be most convenient.

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ChrisL

Former Moderator

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7.1K Messages

I don't see a pending shipment at this time.  If there was supposed to be one I don't know what happened.  I'd suggesting picking up equipment at our solutions store to avoid further confusion and delays.  If you would still prefer we ship it please let us know.

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GU

New Contributor

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7 Messages

Chris, I really would prefer it to be shipped still, if possible. Thanks.

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Dina

Contributor III

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394 Messages

Gu, I see that is going to ship on Monday via FedEx. It will come with a return label as well. 

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GU

New Contributor

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7 Messages

That sounds good. Thank you Dina. Do you know if the modem I am being sent is one that has wireless capabilities? I asked the agents before I placed the order, and they were unable to determine the answer. I already have a wireless router, so it would be redundant.

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DerrickW

Valued Contributor

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1.2K Messages

Hi GU,

I looked over the shipment order and unfortunately I am unable to tell.  But it does say "swap" so you may just receive a different modem but the same model as the one you currently have (which would not have the wireless capabilities of course).

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GU

New Contributor

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7 Messages

I will see when I get it then. Thanks everyone!

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