I purchased a refurbished SB8200v3. I can’t connect it. The Cox agent says it is still registered to someone else and she is unable to reset the modem so I can connect it to my account. She referred me to Arris Support but I can’t find a phone number that is functional. Anyone have a suggestion?
If the modem is registered to another account, your internet service provider has the ability to deregister it. The SB8200 is a plug-and-play device and does not require any configuration. When it comes to activation, we do not have control over the process only your internet service provider can activate the modem.
My internet service provider is Cox Cable and the rep I spoke with was unable to deregister the modem. What else do you suggest?
We recommend trying Cox’s online activation portal by visiting www.cox.com/activate.
If that doesn’t work, please contact your internet service provider and request a ‘MAC Address Release.’ Once they complete this process, your modem should activate successfully.
If they are still unable to deregister the modem, we suggest returning the device to the place of purchase.
+1In my opinion, your issue is indicative of the poor state of tech support for very large ISPs. Most of them don’t actually understand much, if anything, about the underlying technology they’re supposed to support and and they are simply following a script. If the issue you’re calling about doesn’t fit the script, my experience is that they will make things up because they don’t want to sound like they don’t understand what you are asking.
The representative to whom you spoke is simply telling you the wrong thing to contact the device manufacturer. MAC address assignment of cable modems is on the ISP side. Unfortunately you will likely keep having to call them back until you find a tech support representative that actually understands the problem and doesn’t just follow a script.
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