Forum Discussion

Ejm91206's avatar
Ejm91206
New Contributor
5 years ago

Reprovision

Good day: 

I installed a new modem yesterday after the combo Wi-Fi modem stopped connecting and an hour with the chat tech didn't find any issue.

I activated the modem but still couldn't connect.

I get the self activate screen when I try to access the internet. However, when I try to register the modem it says it's not supported (Arris SB163). The list of supported modems is blank when I click the link.

I confirmed the Mac and S/N were registered, but second to a friend who is a Cox technician (unfortunately out of town) : it's stuck in self registration.

Because I have a service appt tomorrow the chat tech I reached out to later wouldn't deprovision and reprovision the modem.

Is there anything i can do?

connection issues
    • Ejm91206's avatar
      Ejm91206
      New Contributor
      5 years ago

      Yes it's a SB163. If it wasn't approved, shouldn't one of the 5 customer service agents I spoke to have informed me of this? 

      when I try to use the reset tool it takes me to a page that says it is not approved.

      The inconsistent information I get back from Cox makes it difficult to know what actions I should take next.

  • Ejm91206's avatar
    Ejm91206
    New Contributor
    5 years ago

    Oh my bad- I was going from memory. SB6183 is the modem and it is on the list.

    • Bruce's avatar
      Bruce
      Honored Contributor III
      5 years ago

      Where did you get this modem?

  • Ejm91206's avatar
    Ejm91206
    New Contributor
    5 years ago

    I did get a response by email and they are helping. Thank you!

    • Bruce's avatar
      Bruce
      Honored Contributor III
      5 years ago

      If Cox resolves your issue, would you provide the solution?

      • Ejm91206's avatar
        Ejm91206
        New Contributor
        5 years ago

        They had issues getting the modem to provision properly. 

        I don't know what they did.

        However, now I cannot get the deco system to register. Greer.