Forum Discussion

sph's avatar
sph
New Contributor III
4 years ago
Solved

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...
  • sph's avatar
    sph
    4 years ago

    Third time was the charm! Amazing how if you get the right person on the line the service is great.

    Lucky for me when i called I got tech support agent AMBER in Houston, TX on the line and she activated the NEW modem and stayed with me through the modem's activation process to make sure once completed all worked.  The modem rebooted at least 7 times (concerning) but AMBER informed me this was expected during the activation phase... low and behold, once completed all works great... so far ;P

    A BIG thank you to Cox tech agent AMBER in Houston, TX!

sph's avatar
sph
New Contributor III

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.

sph's avatar
sph
New Contributor III
4 years ago

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.

  • Dave9's avatar
    Dave9
    Contributor III
    4 years ago

    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.

    • sph's avatar
      sph
      New Contributor III
      4 years ago

      Thanks for replying Dave9.

      To clarify, first, my only expectation is to receive dependable services for which i am paying.  Second, (and sorry for the confusion) i'm not requesting a "hot cut-over" or immediate move to NEW modem or 100% up-time, only that i be on the phone with Cox tech person when they activate the NEW modem so i can test and assess that it works properly, etc., as based on my prior experience things may not go smoothly, and i may end up needing to re-activate my CURRENT modem.

      So if someone from Cox can advise what the next steps are when i send this email with the Serial and MAC address for the NEW modem?

      Will Cox call when they activate the NEW modem so i can check it?

      Does the NEW modem need to be connected to activate?

      Once i send this email can i then self-activate online?

      thanks.

      • Dave9's avatar
        Dave9
        Contributor III
        4 years ago

        You call them. Call support by phone, tell them you have a new modem and give them the info. I have no idea how an e-mail activation would work but it seems like it would be difficult to coordinate. This situation is worth calling by phone.