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SpectroChemist's avatar
SpectroChemist
Follower
Apr 07, 2022

How to Obtain RMA When Complimentary Support Has Expired?

My CAX80 modem/router suffered a hardware failure (it powers on, but no longer outputs any network -- there is no WiFi network generated and direct connection via ethernet cable shows no network).  When powering on, no LEDs other than the power indicator come on.  Using the reset button on the router did not remedy the issue, nor did pressing the WiFi button (to try to turn the network on). 

 

The 90-day complimentary support package has expired, but the router is still under warranty for another five months.  Unfortunately, I have been having a terrible time getting an RMA issued so I can get a replacement through warranty.  When I opened a support case for hardware replacement, the response I got mentioned that I was out of the complimentary service range and suggested I buy the support package.

 

I do not need technical support, I just need to get an RMA issued so I can get the router returned and replaced.  I refuse to accept that I have to buy a support package to utilize my 1-year warranty.

 

1 Reply

  • plemans's avatar
    plemans
    Guru - Experienced User
    Apr 07, 2022

    Your complimentary support did end. And to get a RMA, they have to troubleshoot. When you call them you can get them to agree to refund the fee if it turns out to be a hardware failure. But you do need to go through the troubleshooting if it powers on. The only time you can skip that is if the power light doesn't even come on. Because it can be a firmware/setting issue. 

    A couple things you can try. 

    1. disconnect the coax cable from the modem. Then push and hold reset for 7-15 seconds until the power light changes. 

    2. after it reboots, reconnect the coax. Then let it boot up. When the coax isn't connected, it'll get stuck in a boot loop.

    3. try to hardwire into it to access it. Try using the 192.168.100.1 address and the default 192.168.1.1 address

    4. you can also check with your isp to see if they can ping/see it on your network. 

     

    I've never tried it but the cax does have firmware. A standard router you can try to recover with tftp/nmrpflash. Not sure if that's possible with the CAX series because they're the first series with a modem/router combo device that the user can update the router side.