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Comcast will not provision my Surfboard 6121

post #1 of 15
Thread Starter 
Just had Comcast 12/2 business class installed here at home. For some reason Business Class is unable to provision my 6121 and so it has to be escalated. Any tips on getting my 6121 provisioned?

Otherwise i'm happy - much better speeds than DSL 3.0. I am paying 59.95 for 12/2 and getting 20/4-5.
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post #2 of 15
Sounds like a DMARC policy dispute. If you right out own the device, Comcast will not want to touch it as it is not their equipment. At that point, you will have to provide your own support. I would check with their support team and see if they can help you provision it over the phone. Otherwise, you may have to contact Motorola for support to configure it or hire somebody to configure it.
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post #3 of 15
Thread Starter 
Thanks for the info. Everything i read about the modem says Comcast Business class should support it - heck it is even on their approved modem list for Business Class. The tech that was here said he has had 2 or 3 customers who had tried using this modem and Comcast Business Class would not or could not provision it.
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post #4 of 15
Then I would check with Motorola and get a verbal and/or written confirmation that comcast will support it. After that take it up the ranks and tell them you have a right to your own equipment.

I would also check the forums over at DSL Reports as they deal with this specific issue often and may give you more exact answer.

Good luck!
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post #5 of 15
I can't see why not but alot of companies are picky. Like here in Rogers they only have a selection of Cable modems available tongue.gif
Perhaps try saying it is a approved modem with a separate MAC XD/
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post #6 of 15
Quote:
Originally Posted by linkinparkfan007 View Post

I can't see why not but alot of companies are picky. Like here in Rogers they only have a selection of Cable modems available tongue.gif
Perhaps try saying it is a approved modem with a separate MAC XD/

Rogers CAN activate another branded DOCSIS 3.0 modem, they just choose not too. If you find the right Rep, they'll do it for you.

When I did have rogers, I tossed their modems into the closet. Now with FibreOP I still use my own.
    
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post #7 of 15
Quote:
Originally Posted by lsudvm View Post

Thanks for the info. Everything i read about the modem says Comcast Business class should support it - heck it is even on their approved modem list for Business Class. The tech that was here said he has had 2 or 3 customers who had tried using this modem and Comcast Business Class would not or could not provision it.

Hang up and try another tech. It's often hit or miss...
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post #8 of 15
Quote:
Originally Posted by DuckieHo View Post

Hang up and try another tech. It's often hit or miss...

Is it though? I've heard of ISPs blocking other MAC addresses in their provisioning software.
    
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post #9 of 15
Quote:
Originally Posted by killabytes View Post

Is it though? I've heard of ISPs blocking other MAC addresses in their provisioning software.

His modem is on Comcast's QVL so they already certified it to work.... no reason they wouldn't allow it.
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post #10 of 15
Thread Starter 
Update:
They have provisioned my sb6121 and my upload speeds are soooo much faster:


I am paying for a 12/2
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