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New Contributor III
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Netgear C7800 DOCIS 3.1 Compatibility
I'm on Cox in Fairfax Co, Va. I'm currently using a Motorola SB6121 cable modem. It's a few years old. I'm on Preferred 100 plan. I want to get Ultimate plan. Can I upgrade cable modem to a newly released Netgear C7800, DOCSIS 3.1, 3200 cable modem/wifi router? Is this compatible with Cox? Will it future proof my system?
ChrisL
Former Moderator
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You can visit https://www.cox.com/residential/support/cox-certified-cable-modems.html for more information on modems approved for use on our network by tier of service.
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KMDonlon
New Contributor III
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I purchased a Netgear C7800 and apparently it will not take the correct model code when activated. It will only take RNC7800 instead of RNG7800 thus showing the wrong information on my account page. Wrong photo......
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flitzanu
New Contributor II
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i got a different 3.1 modem, i had to call in to get it set up. self-install didn't have the right info in the dropdowns.
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KMDonlon
New Contributor III
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Called Tech Support 3 times, none of them could correct it. I was told what I posted above. It was frustrating to say the least. Very dissatisfied with the tech folks
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MaryF
Former Moderator
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Hi KMDonlon.
RNC7800 sounds like the Item # for your particular Netgear model that our system will use to indicate it is a retail modem. Are you having trouble getting online with that modem? If so, please email us at cox.help@cox.com with your full name and street address so that we can check your modem in our system. Thanks.
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KMDonlon
New Contributor III
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The Netgear C7800 is my gateway, clearly not what appears on my equipment page when I log in to my account.
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DannyS
Moderator
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We would like to look at your account to ensure all information was entered properly. Please reach us on Twitter at @CoxHelp, visit us on Facebook, or email by at cox.help@cox.com. Provide us the name on the account with the full service address with a link to this thread so we can get started.
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KMDonlon
New Contributor III
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Email sent
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KMDonlon
New Contributor III
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Here is what was emailed back to me from the help folks:
https://www.cox.com/residential/support/cox-certified-cable-modems.html
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KMDonlon
New Contributor III
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My email response:
Well that makes no sense, the modem/ gateway (Netgear C7800-100NAS) is already listed on your site in the link you provided as a compatible Cox approved modem.
These sorts of answers are fairly frustrating and do not help the customer or so it seems
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KMDonlon
New Contributor III
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The Netgear C7800 now shows in my Cox Connect app where before only the web page.
Has it officially been added to correct my issue from above?
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KMDonlon
New Contributor III
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You misunderstood my question, they told me it wasn't listed when I had it provisioned a month or so ago.....the C7800 was listed on the website as an approved gateway however it was never listed in my Connect app. My account page still shows the wrong gateway because I was told it wasn't an option when provisioned. Please read all the prior posts.
Thank you
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DannyS
Moderator
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Hello,
The modem's description within our system marks your modem as Netgear: C7800 D3.1 WiFi Modem. The Item number list the retail class under RNC7800. This is why you are viewing the modem in your app as an RNC7800 as your modem falls under that class. It is identified in our system correctly and this is how it will appear in your app.
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KMDonlon
New Contributor III
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Why was I told from someone else multiple times about RNG7800....also, my account shows a different modem photo? I posted a photo of my account page above.
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