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sph

New Contributor III

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38 Messages

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Unable to Activate New Internet Modem

Existing modem works great, but does not have WiFi... so attempted to activate a new Internet modem with WiFi (Motorola MG7540)  - connected everything up and all channels show connected / bonded and online, but no success with online self activation, so called tech support and cox Internet support was not able to see the modem so unable to activate.  Supposed as an issue with the modem, so bought another brand new modem, this time Motorola MG7550 and same thing, all lights show connected and bonded but unable to activate online... tried calling in to see if cox Internet support could see the modem but was disconnected twice! after hold times of 12 minutes and then 18 minutes... so frustrating...

I don't have phone services with cox so this is not a phone modem.  Any ideas why i cannot activate a new Internet modem...?

Thanks.

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LisaH

Moderator

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987 Messages

Hi Sph. We will be glad to see what is happening. Please reach out to us on Twitter at @CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. - Lisa, Cox Support Forums Moderator

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sph

New Contributor III

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38 Messages

This is tricky, as my CURRENT modem works great, just without WiFi, and the NEW is not connected, obviously, as it is not activated.

I will need to make sure the NEW is able to be activated and is working properly and reliably BEFORE the CURRENT modem is deactivated.  Or can both CURRENT and NEW be provisioned to work so this transition is seamless?

If i email the info (Name on Acct, Service Address, Serial Number, MAC Address), can the NEW modem be added / provisioned so i can Self-Activate it when ready?

Please advise.  Thank you.

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JonathanJ

Former Moderator

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1.9K Messages

@Sph

Once the new modem has been provisioned you would still need to contact us if you want the old modem reprovisioned. You will not be able to self activate online.

Jonathan J
Cox Moderator

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sph

New Contributor III

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38 Messages

Thank you Jonathan.

I've sent an email to cox.help@.cox.com to ask about next steps. I just want to make sure the CURRENT modem (which is working great) is not deactivated until the NEW modem is able to be brought successfully online and is working.  And if for some reason the NEW modem does not work properly, the CURRENT modem can be reactivated.

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sph

New Contributor III

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38 Messages

So i've received an email request from cox.help@cox.com for the NEW modem's Serial and MAC address information, but i want to confirm that when i send this information, my CURRENT modem will not be deactivated until i am ready to activate the NEW modem.

Can someone from Cox confirm what happens when i email the Serial and MAC address for the NEW modem and what the next steps will be?

Again, I want to make sure the CURRENT modem (which is working great) is not deactivated until i am ready to activate the NEW modem.  And if for some reason the NEW modem does not work properly, the CURRENT modem can be reactivated.

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Dave9

Contributor III

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251 Messages

It sounds like you want to do a hot cutover with the ability to immediately go back to the old modem if the new modem doesn't work. I don't think there's any way for you to do that. When the new modem is provisioned on your account, the old modem will stop working. If the new modem doesn't work the way you want it to, you'll have to contact Cox and have them put the old modem back on your account. Your service would be down during the time it takes to contact support and get the modem provisioning changed.

If you're trying to ensure 100% uptime during this process, keep in mind that Cox home internet is an entertainment/leisure service, even during a pandemic. I know Cox offers business-class service and they might have something in that service offering to help you achieve greater uptime. But for home service there will be some downtime during a modem change. No way around that.

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