Forum Discussion

skynetnv's avatar
skynetnv
New Contributor III
2 years ago

Prepaid: Provisioned wrong, website doesn't work to fix it

Interesting fact: I worked for Cox back when it was Cox@Home and was let go after helping people on the older version of these forums (that's not a typo). This is the "Straight Up internet" specifi...
  • skynetnv's avatar
    skynetnv
    2 years ago

    I'm good to go now. 

    They provisioned the modem, but then had to clear the ARP cache before everything started working, and I verified with speed test that all seems to be well.  I'm using it now to type this.

    Appreciate everyone's replies.

WiderMouthOpen's avatar
WiderMouthOpen
Esteemed Contributor
2 years ago

What model modem is the "modem"? It' is odd that they would give you a stand alone modem AND a gateway. Maybe a phone modem(eMTA)? Maybe the Arris TM3402? Either way, try asking for CAG or Tier 2. They should have access to Icoms and be able to manually provision your modem. If they can't or you can't get to them, try the moderators here at cox.help@cox.com.

Another option would be to use the gateway in bridge mode and disable the hotspot. 

BTW, can you tell us more about why you were let go and what you did for Cox? Some of us are past employees too so you are in good company. 

  • WiderMouthOpen's avatar
    WiderMouthOpen
    Esteemed Contributor
    2 years ago
    They should have access to Icoms and be able to manually provision your modem.

    darkatt Could you confirm that for me? Does Tier 2/CAG have access to ICOMS? Am I sending OP on a wild goose chase?

    • Darkatt's avatar
      Darkatt
      Honored Contributor
      2 years ago

      yes, they actually still have access to icoms.

  • skynetnv's avatar
    skynetnv
    New Contributor III
    2 years ago

    Icoms.  Haven't heard that in decades.  Interesting it still exists.

    The modem is a Technicolor-something.  Generic, no external branding.  Not sure why they shipped both but I don't look a gift horse in the mouth.

    As for disabling that's what I mean.  The setting it mentions doesn't exist - and I'm not sitting on hold for 45 minutes.

    As for why I was let go, it's as I said: I was let go because I helped people on the forum. I'm serious.  That's literally what they told me.  Even though in the actual handbook it listed forums as a support outlet we were required to do.

    (As an aside, my supervisor, who wasn't informed about what had happened until afterwards, ended up leading up a lawsuit against Cox for a different reason, and I got the impression that the leadership at the time wasn't really ethical.)  That was back when Cox@Home was really new; large white buildings in the middle of nowhere with no logo or branding, super security to get in, tinted windows, etc.  When DSL ran the game but @Home was starting to make headway.  I was on the support side, at the time the only person in that building who could support Apple customers.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor
      2 years ago
      The modem is a Technicolor-something.

      The model number would be helpful. Try looking on it for a label with the MAC address. Should also be a model number and/or FCC ID. If you can't find it, can you take a picture? You can find a list(with pictures) of all the modems and gateways here. The only Technicolor I see are the Panoramic gateways so how does it differ from that? I am trying to understand why they sent you two devices and how that relates to your problem. 

      As for your situation at Cox, that sounds unfortunate. Sounds like what I suspect happened with one of the last employee/engineer on DSLReports. I thought I had belonged to this forum since it existed but you are saying it existed before Cox.com? Do you happen to have the website? I would love to look at it in the Wayback Machine. 

      • skynetnv's avatar
        skynetnv
        New Contributor III
        2 years ago

        Model is CVA4004COX1.  Sticker on the box literally says "Cox Internet Non-Wifi" and it came with its own set of Modem self-install instructions.  So thought was put into it.

        Can't remember the old forums; mind, that was back in the @Home days, and I'm fairly certain all of the providers were using some other shared domain vs. their own, like "cox.athome.net" or something.  But again, you're talking late 90's, so I simply don't remember. 

        All I do remember is what you basically see here: a bunch of customers needing help and in many cases not getting responses; it was a slow Saturday on the call center floor; we rarely got many calls back then because it wasn't yet saturated like it is in modern times, so I replied to a few of them with basic help and my contact info to call so I could fix the rest. Simple stuff like techs not showing up, which usually happened if someone booked the order wrong or missed a step.

        Back then we were empowered to fix pretty much anything and some people simply didn't like calling, especially during the week when we were slammed.

        Got called in to the floor manager's office on Monday: "did you post on the boards?"  Yes, like the handbook said I should.   Next thing I know I'm suspended with pay for a week; then after that, term'd.  I was 2 years out of high school, so it was like whatever.  But unfortunately losing that job meant losing my brand new '98 Mustang (that I got slimy dealer'd into).