12.30.2009

Whoa what?

Posted by Bunny at 5:23 PM

So, I was reading Consumerist.com today and noticed a post about an unfortunate experience between a customer and his modem/us. The insanity that happened here is going to probably end up popping up more and more often as we transition away from legacy devices and focus on the cool new stuff (D3!). Here is the link to the page with the information about the WHY

A few things that are helpful to know about the upgrade process:

  • DOCSIS 1.0 and 1.1 modems are the only devices needing to be upgraded
  • If you have a DOCSIS 2.0 modem, you're fine (unless you want super speeds)
  • If you have a DOCSIS 3.0 modem, you're fine
  • This does NOT apply to every region. If you have an EOL modem, you should receive notice via snail mail and/or email. We are doing this area by area, and I do not have a schedule of who's going to do this when. Don't freak out, just be prepared for the future! Plenty of notice for the bulk of you reading this.

A VERY HANDY PDF from CableLabs
This lists all cable modems (and EMTA's, but we're not talking about them) that CableLabs has certified. On the left side, it will state D1.0 D1.1 D2.0 D3.0. If it does NOT say D2.0 or D3.0 on the left, then your modem is not up to spec! Please note, this list does NOT mean these are OK on our network, but rather certified by the CableLabs folks. You can check to see if a modem is cool with us here.

If you're a customer leasing your modem from us, you can request a new modem using live chat, calling up, or visiting your friendly local comcast office (make sure they do equipment, though!).

If you OWN your modem and it is on the EOL list, you will need to lease a new device from us or purchase a new one. Suggestions I've been giving people are SB6120 (Motorola), DPC3000 (Scientific Atlanta), and U10C035 (Ubee/Ambit). These are ALL Docsis 3.0 modems. I figure, if you're going to drop the cash on a new modem, might as well make it one you won't have to upgrade for a long time. Remember to check the compatible equipment list before buying a modem! (I have not been paid to recommend anything. These are what we use.)

After all of this is said and done, you will need to call us to activate your equipment. If you bought a new modem, you will also need to give us the cable mac/HFC mac address and/or customer serial number from the device.


 

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