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Go out and purchase a new cable modem (preferably a DOCSIS 3 capable) from a retailer. Connect it up to your system.
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Open up a browser and you should see a modem registration page. Follow the screen prompts to input the required information. If not or if it fails you can call in to get the new modem provisioned for service. Have the MAC address and the serial number handy.
This are typically on a label on the bottom or back. You may need to bring the old modem back in to your local office as they will not likely incur the expense of sending a tech out to pick it up.
Be sure to get a receipt of return. Make sure you get a Comcast approved modem. As stated by EG and reiterated by me: (my canned speech on this subject) When your equipment is turned in, GET A RETURNED EQUIPMENT RECEIPT.
Make sure it documents that what you returned is a modem or tv boxes. If there are any stickers with serial or MAC numbers, make sure those numbers are on the receipt. Keep the receipt in a safe place, don't forget where you put it. In the past, Comcast has billed customers for equipment that had been returned. Sometimes they lose track of the equipment and the receipt will be your proof that you turned it in to Comcast. If you ship the equipment to Comcast, record tracking numbers. Keep those numbers in a safe place.
You will need them later if Comcast bills you for the equipment. You can also check the status of shipped items on the delivery company webpage.
When you see it was delivered, print screen the delivery status. UPS also offers Track By Email. Use that option.
You'll be notified when it is delivered. Save the email-again this will be proof it was received by Comcast. Print out the delivery confirmation (if your computer crashes and you lose the info the print out will be your proof of return) This should also be kept in a safe place where you can get to it if needed.
I know from experience that having the receipts can save you a lot of headaches. I was able to pull out my receipts when a collection agency notified me I owed for Comcast equipment that had been returned. I don't know if it's changed, but in the past, the walled garden required downloading software to do the setup.
I did that once, and although the modem was provisioned, when I had some issues later, it turned out to not be properly set up in their system. My general safe way to set up: Connect modem Wait while it connects, and most likely runs through firmware update(s). It may reboot several times. Just wait until it stays continuously connected for 5 minutes or so. (Hooking up my SB6120 caused about 3 reboots before it settled down.) Look on the box, or on one of the modem's internal pages, for the HFC MAC or RF MAC address. Do NOT use Ethernet or USB MAC addresses.
Write it down, or make certain you can read the box. Call Comcast, go through some of the menus, and tell them you have a new modem you want provisioned.
Give them the MAC address and correct model #. The modem will probably reboot, and may even repeat that a few times. (Again, my 6120 rebooted 3 times.) Return your old modem, and as mentioned, get a receipt, just in case. CAREFULLY check your bill for the next few months.
On mine, it now actually says 'Customer owned modem' with a price of $0.00. Mazda6s I just made the switch today and got my own modem. Based on the advice of a couple of knowledgeable folks in this forum, I got a Motorola SB6120 and hooked it up. I then called Comcast Support and within a couple of minutes they had me back online. I then took Comcast's modem back to the retail store and heard from the service rep that many of their customers are doing the same thing since the price hike. I suggest you take the modem to the retail store yourself and get a receipt which they will offer you.
The rep also advised me to check online through 'MY ACCOUNT' to make sure the return was noted on your future bills. Best of luck. Hi i also want to switch from renting to buying a modem. I did see the list of comcast compatible modems, but am baffled as the list is long. One of the moderators suggested DOCSIS3 modem.
I will do that. Someone also bought the motorola SB6120. Maybe I should get that too. My 1st question is: Does it matter what the black ARRIS device model is? Right now, the one I rent is a Netgear WGR614 And my 2nd question is: Can anyone recommend which modem they like?
Our internet connection is 12mbps and we don't consider upgrading to more than 20mbps at the moment. Thank you for your help. Tonight I was just told by a service rep via chat that I had to FIRST return my leased modem before they would provision the new modem I purchased myself (Motorola SB6120). I guess they are not authorized to provision a second modem before I've surrendered the first one. Maybe that is a new procedure but it is rather annoying. Now I've got to wait a week before I can do that next Saturday. I may try to see if someone on their phone support service can do it.
They might have different authorization than the chat people. She told me she was overseas and was not authorized to remove any services from any bills. This thread was very helpful to me. Thanks everyone. Sinjyun wrote: I finally bought the surfborad 6120 but encountered a problem. It only handles internet but not the phone.
Do you have any advice what I should do? The comcast rep told me I need another arris TM722G which is the only telphony device available or I could consider a Wireless Gateway (which combines phone and router into 1 device). I am thinking researching the wireless gateway but don't know where I can find the best model. Any lead would help. Sinjyun As far as I'm aware the only eMTA (telephone/internet) modem you can buy, is as the rep advised, the Arris TM722G. This is only avaiable from BestBuy with a Comcast Connection Center or rep in the store, and usually requires a paid tech install, which the rep will arrange before you leave the store. Note: Some markets do not allow customer owned eMTA's.
As far as Gateways are concerned (phone internet and router combined). I don't believe these are for sale anywhere as yet. Only Comcast provide these and will incur the rental fee. Most of the experts on here advise against gateways.
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Edit. Just to say, of course you can find gateways for sale, but Comcast won't provision them, so the only choice if you want to avoid the rental fee, is the Arris TM 722G.
