Issue Activating Modem, Error 403
I started a new service with Cox yesterday but have been unable to activate my modem. For reference I'm using an Arris Surfboard SB6183 modem. My primary question is if I've used the modem with another ISP in the past, would the previous profile possibly be causing the issue and would factory resetting it help?
I used the chat feature to talk to a Cox agent who input all my modem info etc, but we were unable to get my modem activated - my browser still gets directed to the Cox walled garden "Device Not Activated" page and clicking the "Activate Modem" button takes me to a 403 error page saying "The server understood the request but refuses to authorize it." Tried restarting it on my end with no change; when the agent tried restarting it from Cox's side it didn't appear to reboot, the lights stayed lit constantly etc. I have tried both directly connecting the modem to my PC and connecting through my router with the same result.
I poked around my modem's web GUI and it can get the time of day and shows 16 downstream bonded channels and 4 upstream, so it doesn't seem to be having an issue getting a signal from the current coax outlet. However, I do see a couple concerning items in the event log:
Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out (followed by my MAC address and the CMTS-MAC address); CM-QOS=1.1 ;CM-VER=3.0;
Notice (6) TLV-11 - unrecognized OID (followed by MAC addresses/QOS/VER)
These come up anytime I reboot the modem. Sometimes I also get:
Warning (5) Unicast DSID PSN startup error.
I was hoping these events might give some insight into what needs to be done to get my modem activated? I have successfully used this modem before with a different ISP so I'm assuming it's not an equipment issue, but I read that the TLV-11 notice can be caused by the modem having different/multiple profiles from ISPs, so I wanted to check if factory resetting my modem and then calling/chatting with Cox to reprovision/reactivate it might work?
Last idea, I saw on Cox's website where it shows my modem info that the MAC address is displaying spaces between pairs of characters oddly, e.g. "XX: X:X :XX: X:X " instead of "XX:XX:XX:XX:XX:XX" - I assume this is just a display issue but I gave the address to the agent with spaces in it so just wanted to double check if it might've been entered wrong?
Thanks for any and all help.