Prepaid: Provisioned wrong, website doesn't work to fix it

They should have access to Icoms and be able to manually provision your modem.

darkatt Could you confirm that for me? Does Tier 2/CAG have access to ICOMS? Am I sending OP on a wild goose chase?

yes, they actually still have access to icoms.

The modem is a Technicolor-something.

The model number would be helpful. Try looking on it for a label with the MAC address. Should also be a model number and/or FCC ID. If you can't find it, can you take a picture? You can find a list(with pictures) of all the modems and gateways here. The only Technicolor I see are the Panoramic gateways so how does it differ from that? I am trying to understand why they sent you two devices and how that relates to your problem. 

As for your situation at Cox, that sounds unfortunate. Sounds like what I suspect happened with one of the last employee/engineer on DSLReports. I thought I had belonged to this forum since it existed but you are saying it existed before Cox.com? Do you happen to have the website? I would love to look at it in the Wayback Machine. 

Model is CVA4004COX1.  Sticker on the box literally says "Cox Internet Non-Wifi" and it came with its own set of Modem self-install instructions.  So thought was put into it.

Can't remember the old forums; mind, that was back in the @Home days, and I'm fairly certain all of the providers were using some other shared domain vs. their own, like "cox.athome.net" or something.  But again, you're talking late 90's, so I simply don't remember. 

All I do remember is what you basically see here: a bunch of customers needing help and in many cases not getting responses; it was a slow Saturday on the call center floor; we rarely got many calls back then because it wasn't yet saturated like it is in modern times, so I replied to a few of them with basic help and my contact info to call so I could fix the rest. Simple stuff like techs not showing up, which usually happened if someone booked the order wrong or missed a step.

Back then we were empowered to fix pretty much anything and some people simply didn't like calling, especially during the week when we were slammed.

Got called in to the floor manager's office on Monday: "did you post on the boards?"  Yes, like the handbook said I should.   Next thing I know I'm suspended with pay for a week; then after that, term'd.  I was 2 years out of high school, so it was like whatever.  But unfortunately losing that job meant losing my brand new '98 Mustang (that I got slimy dealer'd into).

Model is CVA4004COX1

Wow, that is the first time I have heard of Cox giving out a stand alone modem. Must be a prepaid thing. Nice! So I guess rather then having to deal with troubleshooting bridge mode, they give you a modem and a gateway. I may suggest this Prepaid options to others on Reddit. Thanks for informing me.

I don't trust their modem....after all the efforts in surveillance and data collection that have been going on by big corp/gov collusion, do you really think im gonna trust their vendor provided hardware/software to be secure and not be a data collector and enable remote control like google ring? YEA>>>RIGHT! BBB isn't who you need to contact, it is the STATE CORPORATE COMMISION.

and your state rep! ring their phones off the hook!

Well if OP has phone service, you have to use their modem, at least for phone service. You can provision a separate data only modem for your internet if you want, but then you have to buy your own. I hear you on the data collection front. Why do you think Cox and other ISP push their gateways so hard? However eMTA are stand alone modems and AFAIK have no data collecting capabilities. It's just like a internet online modem but with a phone terminal adapter.

The only part that's inaccurate is the local store part - they had no idea what I was talking about.  Which is unfortunate, because I'd planned to prepay cash for 6 months because I'm not doing EasyPay and have my card get breached.

Understood - but I'm less concerned about using this modem. 

It's a generic modem, and there's nothing here that can be remotely controlled except lights; if they have nothing better to do have at it.

I didn't start with chat.  I did the self-install steps for the modem, the problem is the online portal shows the Panoramic as the one activated and it can't be changed to the regular modem (which is why it's strange they even bothered shipping the regular modem at all).

I did chat first to see if they could just change to the modem, but the guy never responded.

Did phone, got the 45-minute quote, and that wasn't going to fly.  So now I'm seeing if there's a way to get it fixed here, else I'll wait for BBB to get a POC to work with.

When I got my eMTA, I was supposed to schedule a self-install.  However, the Solution Store didn't mention this nor did the rep schedule it for me after issuing the eMTA.

After my self-install didn't work, I called Cox and as soon as I felt a tinge of incompetency, I hung up, called again and got another rep from another part of the country.

Sending an email to cox.help@cox.com with your full name and complete address may get your standalone modem activated.

I'll give that email address a try; thank you for the suggestion.

Technicolor, I believe purchased Cisco home modem equipment/software/hardware line and has been producing them under their label. I have a Cisco DPQ3212, that actually says "Technicolor" on it so if it says Technicolor, it's OK. Again, appearance is, Cisco equipment. 

I am surprised they haven't tried to upgrade your phone modem to D3.1.

Do you know if the hotspot is even enabled on a gateway that isn't Panoramic compatible?

"...In addition to the foregoing, you agree that Cox may send software, firmware, code updates, downloads and/or other programs to the Cox Supplied Equipment and/or Customer Equipment and may utilize all such equipment, attached wiring and power supply to distribute external Wi-Fi signals for deployment of Cox's wifi services, including for purposes of offering StraightUp Internet Hotspot Pass and public wifi access via any Cox wifi..."

Panoramic compatible

This term threw me because I thought you meant a personal router.  I would assume a standalone modem wouldn't broadcast as a HotSpot.  No radio in standalone is there?

No, I meant compatible with the Panoramic platform. The page says the TG2472 is not compatible with that platform so I can think of two possibilities. One is that the TG2472 doesn't have the extra radio needed for the hotspot. The second is the TG2472 isn't compatible with the website's API to disable the hotspot.

...or a typo.

One link reads it's a Panoramic Wifi Gateway

https://www.cox.com/residential/support/arris-tg2472.html

...and another reads it ain't.

As far as the API of the Cox webpage, I think OP was looking in the wrong section.  The blurb I posted to disable is in Account Management.  OP was in Equipment Management.

The only thing wrong was the self-install.  OP should have waited the 45 minutes or call later.

Add/Change Device is only for regular customers (Non StraightUp Internet).  For regular customers, Add/Change Device is a sales pitch to upgrade your service.  I don't know why Cox would allow us to arbitrarily change our modem within our accounts.  What would we do...just manually enter the information?

OP already paid for StraightUp Internet.  There is nothing to upgrade.  There is no sales pitch.  Therefore the link returned to the OP's homepage.

It wasn't a bad "UX" but a misunderstanding.