Cm700 and cm500 cox activation issues

[Necromal]

I recently moved and now have cox internet. When trying to activate the router my computer doesn’t find an internet connection and cox is unable to help. They tell me it’s an issue with my modem (cm700). I purchased a cm500 to see if that was the issue but the same thing happened. Both modems show good and all lights are green but it still won’t activate. Does anyone have any trouble shooting or other things I could try since cox is so unhelpful and can only tell me to reboot or buy a new one?

[Necromal · Accepted solution]

Escalation fixed the issue. They finally sent a guy out but it still gave me the "Device not activated" message. Then he had to call the isp and get it activated. So, yeah. Tier 1 is useless. Just make them send you a tech to get your service activated. CM700 working just fine. Just need to upgrade my Router/AP because it's bottlenecking my speeds.

Thanks for your help.

[plemans]

What isp did the CM700 come from?

The new CM500 you bought, was it used? What isp was it on?

Some isp's you aren't able to swap modems between because of the way the isp partitions them. 

[Necromal]

They are both retail modems that I personally bought for use with cox. I’ve done the activation through the browser and then called them to give them all the other information needed but it continues to show “device not activated” on the cox page. Tier 1 support merely told me that it must be a problem with my modem but two brand new modems not working seems extremely unlikely. I did the same steps for both modems and attempted to have them activated. Support was aware of this and “attempted” to troubleshoot but nothing changed.
I will attempt to call and escalate to tier 2 support. I’ve read that tier 1 is absolutely useless in activation modems.

[plemans]

Tier 1 is fairly useless.  I'd also check all your coax connectors. If you're upload connection isn't good enough, they don't get a return signal. 

So direct connect the modem to wherever the cox connection comes in. Make sure there's no splitters, amplifiers, attenuators, or kinked cables in the line. 

[Necromal · Accepted solution]

Escalation fixed the issue. They finally sent a guy out but it still gave me the "Device not activated" message. Then he had to call the isp and get it activated. So, yeah. Tier 1 is useless. Just make them send you a tech to get your service activated. CM700 working just fine. Just need to upgrade my Router/AP because it's bottlenecking my speeds.

Thanks for your help.