Forum Discussion

Cox_Customer_1's avatar
Cox_Customer_1
New Contributor
7 years ago

Strange/multiple refusals from Cox when adding my own Arris TG1682 to an existing account

I called Cox technical support to swap out my current Cox-owned cable modem with my own that I purchased online. I told them it was an Arris TG1682. Okay, that's just fine, it is on the supported lis...
Cox_Customer_1's avatar
Cox_Customer_1
New Contributor

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I love you guys, but secret unpublished policies with logical inconsistencies are a real turn-off, you know?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

BrianM's avatar
BrianM
Moderator
7 years ago
That is correct. I do not have a specific list other than the one you have probably seen already (www.cox.com/.../cox-certified-cable-modems.html), but any that are Cox Voice compatible would definitely be part of this group (basically any that have a phone port). This is not a Cox-specific policy, it goes for the other cable providers as well. We cannot use modems that are specifically reserved for their inventory as they cannot use ours. I'm sorry you did not find this out prior to the purchase of the modem, but I would try to return that to the seller if at all possible and purchase a retail modem of your own.

Brian
Cox Support Forum Moderator
  • Cox_Customer_1's avatar
    Cox_Customer_1
    New Contributor
    7 years ago

    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

    • Andrew_Wees's avatar
      Andrew_Wees
      Contributor III
      7 years ago

      how did you obtain the DPQ3212?   like was said above unless it came from cox it will not work on the cox network  

    • Cox_Customer_1's avatar
      Cox_Customer_1
      New Contributor
      7 years ago

      DPQ3212 provisioned and working!

      We're all good here, thanks!
      -- Cox Customer Number 1.1