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Swapping eMTAs changes phone number?

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Frequent Visitor

Swapping eMTAs changes phone number?

Serves this nerd right to not leave well enough alone...

 

Has anyone had the experience of bringing home a "new-to-you" eMTA, specifically an Arris TG852, from a Comcast Service Center, only to have it display a completely different phone number when you try to call out?

 

I've had the Triple Play for at least 5 years but wanted to upgrade to a DOCSIS 3.0 compatible eMTA so I could take advantage of the additional speed offered by my Blast! Internet tier.  It looks like either the Service Center associate didn't enter the serial number into the system correctly, or it is not making proper connection to the server / not downloading the account information from the server.  Could be I also have a bad eMTA, not sure since Comcast doesn't publish any information on how these work on their network.

 

It took three calls to Customer Service earlier, and three different foreign correspondants, to apologize profusely, offer no explanation, and set up a tentative appointment for a technician to come out tomorrow.  All I wanted was more up-to-date equipment to get what I was paying for.  Now I worry about losing a phone number that I've had for 20 years because something one of the customer "account executives" did has totally turned my phone off now. 

 

I am holding off on emailing customer support until after the tech gives it the old college try tomorrow, just reaching out to the community to see if my experience really is a one-off.

Accepted Solution

Re: Swapping eMTAs changes phone number?

Never got a call from "local dispatch."  I called back, first got transferred to the wrong department and said they couldn't help and the transfer they sent me to just rang off the hook.  On the next try I asked to be transferred to customer retention.

 

CAE #6 said to hold on, she wanted to try and troubleshoot again.  Puts me on hold and then comes back.

 

"Sir, your modem isn't activated or provisioned for your phone number."  <<-- Stating the Obvious Award Winner!  Ding ding ding.  Got through to an "activation specialist" and my phone was able to receive and place calls in less than ten minutes. 

 

I don't know whether using the "magic phrase" was the reason they decided to help me, or whether CAE #6 actually had some experience, but it boggles the mind as to how something so simple needed to be so difficult.  Thanks for the support, all.

View answer in context
Problem Solver

Re: Swapping eMTAs changes phone number?

852 is not very new, 862 is current, but none of these work well as wireless devices.

 

Maybe the 852 was configured with some other customers phone number, and you are using their phone account.

 

Somebody has to provision the phone number and the modem's mac address into some system to connect them together.  With luck the technician will have a phone number of someone at comcast who can do that.

Then it will work.  You don't have that phone number, so you can't talk to anyone who can help directly.

Frequent Visitor

Re: Swapping eMTAs changes phone number?

Thanks cjerian -

 

I'm well aware that Comcast reuses equipment until well past its shelf life; I was issued a Scientific Atlanta Explorer 4250 unit a few months ago, and Cisco has owned SA for at least two years.  As long as the eMTA is DOCSIS 3.0 compatible and can be updated over the network I'm not concerned about that.  I work with customers that still use equipment that requires 3.5" floppy drives, and one of them actually has a system that runs a 486 processor.  I had the TM602 for years and the only reason I wanted to upgrade is because Comcast made such a big deal about "doubling my speed" on the Blast! tier.  I didn't see the gains they promised and I suspected that having an outdated eMTA was part of the issue.

 

What I hope the technician will be able to fix is clearing up whatever firmware issue this eMTA has that is u9preventing it from acquiring my phone number.  It is obvious to me that the new box is the problem, not my account settings or the "system" as the so-called "account executives" claim.  Any refurbished equipment should have its firmware flashed and updated BEFORE being reissued to a customer, PERIOD.  I intend to raise this issue with Comcast corporate when I have the chance to sit down and type a formal letter to that effect.

 

I will ask the technician tomorrow if he or she has a TM862 on the truck, though.  No reason why I shouldn't have the latest and greatest, especially since they've caused me some trouble.

Problem Solver

Re: Swapping eMTAs changes phone number?

I think it is provisioned or assigned to some other phone number inside the comcast system.

They need to remove that if it is already assigned, and assign the mac address to your phone number.

Then it will work with the number.  Your old modem needs to be unprovisioned from the phone number.

 

This is just a guess  Technician will know somebody who can do it.

Connection Expert

Re: Swapping eMTAs changes phone number?


JRuther2 wrote:
I will ask the technician tomorrow if he or she has a TM862 on the truck, though.  No reason why I shouldn't have the latest and greatest, especially since they've caused me some trouble.

FWIW, that gateway device is far from being the "latest and greatest" !!! It's actually a troublesome piece of garbage !!!!




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Frequent Visitor

Re: Swapping eMTAs changes phone number?

Well, if I had been told the following at the Payment center:

 

"OK, JRuther2, this is a refurbished unit that will have to be set up to work with your system.  I've associated the unit with your account, but you will need to call this number when you get it home and plugged in.  After they associate your phone number with the modem, it may take 24 hours for everything to sync up with the network.  If things still don't work after that, then call us.  We'll make an appointment for a technician to come out and work on it, and you won't be charged for the days your service is out."

 

That would have been excellent customer service.  And I wouldn't be quite so irritated.  But they didn't.  So I am. 

 

The second "CAE" that I spoke to did mention that there were two modems assigned to my account, and I told him that the TG852 was the active unit.  But after that, the telephone stopped working altogether.

 

The appointment that was supposed to happen today... hasn't yet.  Called back and asked CAE #4 about it; she told me that my appointment was scheduled for Thursday between 1 and 5.  Initially CAE #3 had told me that was all that was available, but then she promised me an earlier time.  Of course, there were NO notes in the ticket about that part.  CAE #4 followed the script, though, and promised to escalate to "local dispatch."  We'll see what happens.

Frequent Visitor

Re: Swapping eMTAs changes phone number?

Never got a call from "local dispatch."  I called back, first got transferred to the wrong department and said they couldn't help and the transfer they sent me to just rang off the hook.  On the next try I asked to be transferred to customer retention.

 

CAE #6 said to hold on, she wanted to try and troubleshoot again.  Puts me on hold and then comes back.

 

"Sir, your modem isn't activated or provisioned for your phone number."  <<-- Stating the Obvious Award Winner!  Ding ding ding.  Got through to an "activation specialist" and my phone was able to receive and place calls in less than ten minutes. 

 

I don't know whether using the "magic phrase" was the reason they decided to help me, or whether CAE #6 actually had some experience, but it boggles the mind as to how something so simple needed to be so difficult.  Thanks for the support, all.