Representative #1 was correct, it sounds like this was a modem that was originally provided by a different internet provider and we are not able to add these to our inventory. These type of modems are rented by ISP's (including Cox) and not provided for purchase by the actual provider. They would need to be returned to the original provider after not being used anymore, so whoever originally used this modem is/was likely charged the cost of the whole modem by that ISP. This would be the same issue if it was provided by Cox and was trying to be used on a different ISP's network. You are able to provide your own modem for internet service, but you would need to make sure that it is an actual retail modem.
Brian
Cox Support Forum Moderator
Brian, I'm trying to grab ahold of the logic here. Stick with me...
whoever originally used this modem is/was likely charged the cost of the whole modem by that ISP.
It seems that ultimately, Cox (like any other company on the planet) wouldn't know under what circumstances a modem was obtained. In the case that you described, hypothetically, a customer could have rented it from another cable provider, not returned in, and they ended up being charged for it, paying the full price for the modem. (Or, in other words, "he purchased the modem".)
So does Cox really enforce a policy that says, "if it is possible that a modem was once rented from another provider, then if customer paid for it or not, we're just not going to hook it up, regardless if it is 100% compatible?" That doesn't make much sense, and I didn't see this policy anywhere.
But if so, can Cox provide a list of all the banned modems that I and others need to avoid using with Cox? Can Cox document this on an official support page? I purchased this modem based on Cox's own recommendations. If you guys are telling me you've got a secret ban list, I need to know that before I purchase a modem, not after.
I love you guys, but secret unpublished policies with logical inconsistencies are a real turn-off, you know? Can you make it right?
Thanks,
Cox Customer Number 1
That doesn't entirely seem to be the case?
I just now tried to get a Cisco DPQ3925 added to my account to replace my existing Cisco DPQ3212. They told me that they could, but they have a new secret unpublished policy that went into effect yesterday where the DPQ3925 cable modem could only be used for VoIP and not for Internet unless that specific modem was already provisioned on the account.
I've been told that there are a number of changes they've made to what cable modems are and are not allowed, but they've got none of them published. Could you help me understand Cox's new secret unpublished but immediately active cable modem policies?
Thanks,
Cox Customer Number 1
