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Every try to bring your own modem/router while using Comcast? Good luck. No matter what the issue is, customer support will be adamant that it's your router.

Every try to bring your own modem/router while using Comcast? Good luck. No matter what the issue is, customer support will be adamant that it's your router. I used to work for Comcast, I have some insight into how modem activation works, and I know the troubles people with their own router go through.

LasEspuelas 6y ago
Exactly this. I used to bring my own, but I'm done. Every year when summer rolled around I would have very unreliable internet. Since I had my own modem it was very hard to convince Comcast to replace the cable to the house. Finally gave up and asked them for a rental modem. When issues persisted, they came and fixed it for real.
jschwartzi 6y ago
I don't usually use a modem-router combo because they inevitably crap out in weird ways. What I usually do is buy a cable modem, then wire it into a pfSense firewall, and pull one or more wireless access points off of that. It's easy to troubleshoot and I never have problems with it. The setup I have now covers a quarter acre with a single access point. Comcast has gotten a lot better about supporting customer equipment. They maintain a "supported device list" and as long as you buy something off that list they'll help you. Granted if you're buying your own device you should be prepared to do some minimal troubleshooting like using ping and looking at LEDs. I once came home from a business trip to no internet. When I called Comcast I explained the troubleshooting steps I took and what the modem was reporting. They sent a tech out in 2 days to tone the line. When they couldn't get a good tone they sent a level 2 tech out to replace the line. Turns out someone had put a screw through a cable chase when they were re-siding the building while i was away.
- tomkat0789 6y ago
  This was my experience bringing my own Linksys separate modem and router. A couple of months ago my Internet randomly went out. The issue was something with the line. I just had to tell the lady on the phone which lights were blinking. A tech came and fixed it.
pmoriarty 6y ago
"No matter what the issue is, customer support will be adamant that it's your router." In which case you can take your router completely out of the picture by plugging your computer directly in to Comcast's line.
- 0xEFF 6y ago
  Not unless you use their modem.
adventurer 6y ago
Years ago I was required to buy a Surfboard Motorola modem through one of the companies my apartment complex had an agreement with. I then moved and used it for a few years on Spectrum. Never had issues.
drewg123 6y ago
Very true. I spent 2 hours on the phone with Comcast once because I was using a DOCIS compliant, but non-Motorola Surfboard, modem. Something about the S/N didn't fit their forms, and it took me 2 levels of tech support before they could get it authorized and provisioned.
lawnchair_larry 6y ago
This is not correct at all. It’s Comcast’s policy to support any modem on the supported modem list. From first hand experience with half a dozen non-comcast modems, and way too many support calls and site visits to count, never once have they even suggested that I should use their modem, and they have never refused support or otherwise shown any resistance. I’ve also never had a problem activating a modem. They ask for the MAC, model number, and sometimes S/N, then it works. The model and S/N are optional and don’t even have to be correct. They’re a terrible company and I would not deal with them given the choice, but this isn’t one of the reasons why.

LasEspuelas 6y ago

Exactly this. I used to bring my own, but I'm done. Every year when summer rolled around I would have very unreliable internet. Since I had my own modem it was very hard to convince Comcast to replace the cable to the house. Finally gave up and asked them for a rental modem. When issues persisted, they came and fixed it for real.

jschwartzi 6y ago

I don't usually use a modem-router combo because they inevitably crap out in weird ways. What I usually do is buy a cable modem, then wire it into a pfSense firewall, and pull one or more wireless access points off of that. It's easy to troubleshoot and I never have problems with it. The setup I have now covers a quarter acre with a single access point. Comcast has gotten a lot better about supporting customer equipment. They maintain a "supported device list" and as long as you buy something off that list they'll help you. Granted if you're buying your own device you should be prepared to do some minimal troubleshooting like using ping and looking at LEDs. I once came home from a business trip to no internet. When I called Comcast I explained the troubleshooting steps I took and what the modem was reporting. They sent a tech out in 2 days to tone the line. When they couldn't get a good tone they sent a level 2 tech out to replace the line. Turns out someone had put a screw through a cable chase when they were re-siding the building while i was away.

tomkat0789 6y ago
This was my experience bringing my own Linksys separate modem and router. A couple of months ago my Internet randomly went out. The issue was something with the line. I just had to tell the lady on the phone which lights were blinking. A tech came and fixed it.

pmoriarty 6y ago

"No matter what the issue is, customer support will be adamant that it's your router." In which case you can take your router completely out of the picture by plugging your computer directly in to Comcast's line.

0xEFF 6y ago
Not unless you use their modem.

adventurer 6y ago

Years ago I was required to buy a Surfboard Motorola modem through one of the companies my apartment complex had an agreement with. I then moved and used it for a few years on Spectrum. Never had issues.

drewg123 6y ago

Very true. I spent 2 hours on the phone with Comcast once because I was using a DOCIS compliant, but non-Motorola Surfboard, modem. Something about the S/N didn't fit their forms, and it took me 2 levels of tech support before they could get it authorized and provisioned.

lawnchair_larry 6y ago

This is not correct at all. It’s Comcast’s policy to support any modem on the supported modem list. From first hand experience with half a dozen non-comcast modems, and way too many support calls and site visits to count, never once have they even suggested that I should use their modem, and they have never refused support or otherwise shown any resistance. I’ve also never had a problem activating a modem. They ask for the MAC, model number, and sometimes S/N, then it works. The model and S/N are optional and don’t even have to be correct. They’re a terrible company and I would not deal with them given the choice, but this isn’t one of the reasons why.