How was it you were able to get them to swap the modem to the SB6141 in the first place? I spent 4 hours on the phone with them last night and each of them kept asking for an MAC ID starting with 00. They kept asking for a prefix of a few letters but I cannot remember what they said it was. I let them know that this modem only has an HFC MAC ID and they had no idea as to what I was talking about. I spoke with 4 reps in total and none of them were able to get it connected and provisioned. Any suggestions as to how I can explain this to them?
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