02-11-2012 03:46 PM - edited 02-11-2012 03:47 PM
Is it an eMTA ? What exact model number is it ? Don't know exactly what you mean buy "BestBuy garbage".. Was it purchased from a local to you store ? Was it new out of the box ?
02-11-2012 04:22 PM - edited 02-11-2012 04:30 PM
I'm frustrated because we went through the entire process of exchanging info, supplying modem specific data only to conclude with the Network Engineer won't register the modem because it's not on the list. I'd given the make and model at the outset. It's an Arris 822G. Yes, eMTA. (I have comcast phone service.)
Edit: Yes, new out of box. Via Amazon.
I'm sick of being directed to Best Buy by Comcast personnel. Best Buy is the worst consumer experience on earth. They'll be out of business in 18 months. Just wait. They are 100% clueless. Going to one of the stores is even worse.
02-11-2012 04:43 PM
O/k that modem is not yet on their supported list. It's new and they likely are still testing and do not yet have a boot/config file for it yet. Did that BestBuy store have a Comcast Communication Center/kiosk in it ?, and if it did, did you speak with a Comcast Employee ?
02-11-2012 09:23 PM
If you're not a comcast employee then sorry, Connection Expert. If you are, then your responses are symptomatic of why so many people cannot stand dealing with this company: tech or customer support asks a bunch of questions, leads you around in circles, and generally fails to resolve the problem. The only reason people put up with Comcast quality is for lack of an alternative. In 2010 this company had revenues of around $38 billion. They can't be bothered to qualify a newer modem from Arris?
02-12-2012 05:25 AM - edited 02-12-2012 05:30 AM
Please be aware that most of the folks here are customers just like you. We are NOT Comcast employees (they have RED usernames), and can only tell you want we know to work and not work, not provide any insight or guidance on what Comcast will do in the future. Like anyone, we each have our opinions, but they are simply that, our opinions.
I agree with EG, you bought something that will not work, it's not currently supported and we as customers have no idea when or even if it will be in the future. Never buy a cable modem/EMTA without checking it is a supported device, that list is here. Now on top of that, there is the additional restriction that Comcast will NOT provision a user owned EMTA unless you bought it from Comcast (they have kiosk location is certain stores like Best Buy), and that choice is very limited, only the Arris TM722G is typically available, although choices may vary based on location. So say you went to Amazon and bought a shiny new TM602G, Comcast would NOT provision it in most areas even though it is a supported device since you did not get it from them.
Now if someone at Comcast told you that you can buy and use the TM822G, then you have cause for complaint but it's not really going to change the basics of the situation - that model can't be used currently.
You may disagree with those restrictions, but it is what it is. Comcast makes the rules, it's their service. If you don't like it (and many don't) there are other choices. They may be limited in your area, but that's not Comcast's fault. I do agree that more competition would make Comcast improve in many ways but until that competitive pressure shows up, not much is likely to change.
Many of us here (and I strongly include myself) agree that Comcast's phone support organization is very very shoddy and needs a lot of improvement. However, other than reasoned complaints and our participation on this and other forums, there's not much we as customers can do about it.
As for why it's taken so long for Comcast to approve the 822, I can't say. Maybe there is a problem with the device or compatibility with Comcast that we don't know about, maybe they simply haven't been motivated to do it because existing devices work just as well. Who knows? Certainly not me.
I would suggest you owe Dan (EG) an apology. He was simply pointing out to you why things would not work and that you had made a mistake. Suggesting he was giving you the run around or providing incorrect information is just silly. He comes here on his own time, for no compensation, to help others just because he's a nice guy and likes to help. He's smart, knowledgeable, and experienced, and has earned the respect of many here and over on the DSLR/BBR Comcast forum. You should listen to him, I know I do.
02-12-2012 05:26 AM - edited 02-12-2012 05:27 AM
Like ANY new product that's undergoing testing....it takes time......As is said, "Patience is a virtue...."
An eMTA modem purchased through a Best BuyCC kiosk SHOULD be able to be provisioned....
Having said that, I'm a bit surprised the CSR at the store was unaware the unit being sold was not yet ready for service....! It sounds like a case of the left hand not knowing what the right is doing.....!
FWIW.....EG is NOT a Comcast employee - he's a CC customer, just like most of us..A bona fide CC employee has the CC logo (in RED) printed beside his/her signature. But if you check (MANY...) other posts on the CC Forums, you'll see EG has a VERY enviable track record for helping other customers find solutuions to their problems - hence the title of "Connection Expert".....That title was NOT self-imposed, BTW....it was AWARDED --- having been dutifully EARNED....! The same holds true for several other outstanding contributers to these Forums -- CCCarole, Baric, Cajun Tech, etc. They don't get paid - by CC or ANYBODY - for their assistance.....their reward is knowing they've helped (or TRIED to help....) fellow CC customers work through their technical issues.
All of us sincerely hope you are able to resolve your issue with both Best Buy and CC. We know problems can be VERY frustrating...but keeping a cool head - and soft tongue -will often yield positive results.
EDIT......Wow! You're fast this morning, Baric.....ya beat me...but I'm gonna leave my post anyhow.... Thanx!
04-11-2012 11:57 PM
Same issue new sucker, two months later is it looking less likely that they will and I should get sell it at loss and look elseswhere?
BTW- A CC employee DID tell me on the phone it would work...errg. The one tonight even said yes then looked harder and changed his mind
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