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AZJim7's avatar
AZJim7
New Contributor
2 months ago
Solved

Cox Certified Cable Modem Page a Farse

I attempted to find out what would be a good replacement modem for my current Arris Surfboard SB8200 DOCSYS 3.1 modem.  My modem is still working fine, but it is five years old and I want to replace it before "lights out".  I went to the Cox Certified Cable Modem webpage:

webpagehttps://www.cox.com/residential/support/cox-certified-cable-modems.html

and found an Arris Surfboard TM3402.  I ordered this from Amazon.  I got an email back from the supplier and said it wouldn't work with Cox Communications.  I explained that I do not have Cox Cable TV but only Cox internet.  The supplier said that this is a joint data and telephone modem and it will not work with Cox.  Cox has to supply each home that has a landline (like I do) their own modem.  He said he would love to sell me the modem, but he has had "hundreds" of returns because it will not work.

So my question to you folks is why the h3ll are you falsely specifying a modem whic doesn't work?

Just a side note: I have found that Cox customer service has gone downhill quite a bit lately.

certified modems
  • CurtB's avatar
    CurtB
    2 months ago

    TM3402 is a combination Internet and telephone modem.  The Arris TM3402 Cox website includes this:

    "Combination Internet and Telephone modems purchased or received in new or used condition from third-party retailers are not certified for use with the Cox network."

    The website doesn't specify customers must have Cox Voice for this policy to apply.  TM3402 modems do work with Cox Communications, but only the modems provided by Cox, free to Cox Voice customers.

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  • CurtB's avatar
    CurtB
    Honored Contributor
    2 months ago

    TM3402 is a combination Internet and telephone modem.  The Arris TM3402 Cox website includes this:

    "Combination Internet and Telephone modems purchased or received in new or used condition from third-party retailers are not certified for use with the Cox network."

    The website doesn't specify customers must have Cox Voice for this policy to apply.  TM3402 modems do work with Cox Communications, but only the modems provided by Cox, free to Cox Voice customers.

  • Darkatt's avatar
    Darkatt
    Honored Contributor
    2 months ago

    Any modem that has telephone capabilities will not be able to be provisioned on the Cox network, UNLESS it is received from Cox. The 3402 works perfectly well, if you go to the Cox Solution Store, and  either rent one, but if you have Cox Telephone service, they will provide one at no charge. 

    If you look up the TM3402 on the Cox approved modem page and CLICK on it, you see this - "Combination Internet and Telephone modems purchased or received in new or used condition from third-party retailers are not certified for use with the Cox network."

    Or what CurtB said,m since I didn't read their reply till I replied. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor III
    2 months ago

    The better question would be if the seller knows this is happening so much, why isn't he updating his page? Sounds like he knows exactly what he's doing and is gaslighting you. And then you turn around and blame Cox because you didn't click the button and read the bold text. You obviously didn't Google it either. Was there anywhere that was telling you that this was a good idea? Did you maybe get Cox confused with Comcast? The reason they don't allow you to add phone modems that you buy is mostly because they can give you one for free. So not only could you have saved yourself from buying something that didn't work, but you could have saved yourself from having to buy it to begin with. Do you have Cox telephone? If not, why did you buy a telephone modem? Are you using the SB 8200 for your internet modem and some other device for your telephone but you wanted to combine the two?

  • LaToyaW's avatar
    LaToyaW
    Moderator
    2 months ago

    Thank you for choosing Cox. I'm sorry this has been your experience. For more information needed on modems, please feel free to email us your full name and complete address at Cox.help@cox.com.