ISP cable modem provisioning problem?

kabama wekesa · Post by **kabama wekesa** » Mon Jun 04, 2012 9:31 pm

When we moved to our new residence, a tech came and installed the ISP (Distributel). We were home but he did not ring the doorbell or knock on the door so we think that he installed outside. We plugged in the modem but when we try to visit a webpage, a Rogers webpage would show asking for modem authentication. So we called the Distributel customer support and they told us that they will inform Rogers to provision the modem by midnight. The following morning, we still cannot visit anything online. We called a second time and he told us the same thing. Before I decide to call a third time , I want to know peoples advice. Surely, provisioning a modem should not take more than a couple of hours. But 2 days?

mgood · Post by **mgood** » Mon Jun 11, 2012 2:32 am

No experience with your provider, but providers I've used in TX, TN, AZ & VA- have ALL provisioned a modem over the phone while I waited . . .I have always been up and running in minutes. Just yesterday, I called to have my new SB6120 added to my account (provisioned). It took all of maybe 7-8 minutes. Gave them the MAC, they entered it into the system-- and I had internet service again in minutes. For reference, I use Comcast / Xfinity here in Nashville.

Post by **YeOldeStonecat** » Mon Jun 11, 2012 7:18 am

I work with various cable and DSL ISPs all the time...provisioning a cable modem is usually quickly within about 10 -15 minutes of calling their support.