New Modem Won't Activate / Provision

[luciddreams]

Hi guys:

I've just moved from Time Warner to Charter (both named Spectrum but they still seem quite separated). I own two cable modems. My primary cable modem is the ARRIS SURFboard SB6183. However, when I moved, there was a few days where I was in both locations, so I had Charter setup my account with my old SB6120. I just figured that I'd call in to change my MAC once the move is complete--easy. Unfortunately, swapping modems is problematic, as Charter won't accept the SB6183.

First I tried to do the self-install online, but the activation tool link won't work.
Next I tried to do it via online chat, and they couldn't get it working.
After that I called, was told for some reason their system states that it won't take the MAC, it would be escalated, I was given a case #, I missed the call back and when I returned the call the rep wouldn't escalate the issue (yes, I have the HFC MAC Address, the same MAC as on the bottom of the modem). She kept saying that until I have "4 solid lights" that she cannot activate my modem.
Oh, it isn't possible to just clone/mask the MAC on the SB6183.

What it looks like is that the SB6183 fails to get an IP from DHCP. I've left this modem plugged in for hours, reset to factory settings--nothing. Yet the old SB6120 picks up everything instantly even after I reset that one to factory settings.

Here is some info from the SB6183 that isn't working:
http://imgur.com/IjZAine

And here is pic of from the old SB120 that is working.
http://imgur.com/04Gpf4p

What needs to get done to get Charter to see and activate my SB6183?

Thank you in advance!

 

[Puffnstuff]

Hmmm that modem is on their supported list. Anytime that I've swapped modems I either use the online walled garden method or ring them up. If speaking to them on the phone doesn't work then I don't know what to tell you besides to physically tote the thing into one of their customer service centers and have them activate it there. The MAC on the modem is static to the device so when the walled garden popped up it should've correctly read the MAC address and allowed you to add it to your account. Could it be possible that the 6183 is showing registered to another active account which is why it won't allow them to do anything with it?

 

[pcgeek11]

Hmmm that modem is on their supported list. Anytime that I've swapped modems I either use the online walled garden method or ring them up. If speaking to them on the phone doesn't work then I don't know what to tell you besides to physically tote the thing into one of their customer service centers and have them activate it there. The MAC on the modem is static to the device so when the walled garden popped up it should've correctly read the MAC address and allowed you to add it to your account. Could it be possible that the 6183 is showing registered to another active account which is why it won't allow them to do anything with it?

That is also my thought and a very real possibility.

 

[[DHT]Osiris]

Hi guys:

I've just moved from Time Warner to Charter (both named Spectrum but they still seem quite separated). I own two cable modems. My primary cable modem is the ARRIS SURFboard SB6183. However, when I moved, there was a few days where I was in both locations, so I had Charter setup my account with my old SB6120. I just figured that I'd call in to change my MAC once the move is complete--easy. Unfortunately, swapping modems is problematic, as Charter won't accept the SB6183.

First I tried to do the self-install online, but the activation tool link won't work.
Next I tried to do it via online chat, and they couldn't get it working.
After that I called, was told for some reason their system states that it won't take the MAC, it would be escalated, I was given a case #, I missed the call back and when I returned the call the rep wouldn't escalate the issue (yes, I have the HFC MAC Address, the same MAC as on the bottom of the modem). She kept saying that until I have "4 solid lights" that she cannot activate my modem.
Oh, it isn't possible to just clone/mask the MAC on the SB6183.

What it looks like is that the SB6183 fails to get an IP from DHCP. I've left this modem plugged in for hours, reset to factory settings--nothing. Yet the old SB6120 picks up everything instantly even after I reset that one to factory settings.

Here is some info from the SB6183 that isn't working:
http://imgur.com/IjZAine

And here is pic of from the old SB120 that is working.
http://imgur.com/04Gpf4p

What needs to get done to get Charter to see and activate my SB6183?

Thank you in advance!

As Puffnstuff said, in all likelihood the MAC is registered elsewhere and they have something in place to prevent it being used twice (as you would normally do with a DHCP system). Make sure the tech is aware it was used elsewhere until x date, and to deactivate that one.