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High Split - Customer Owned Modem - Why not?
High split was recently added in my area. I already own a DOCSIS3.1 compliant modem with multi-gig connectivity (2.5Gb). This modem is fully compliant with high split and more than capable of providing service. However, for reasons that Spectrum refuses to share, you MUST use a Spectrum owned modem.
I'd like a reason or technical justification as to why this is? I have multiple sites that I have deployed with a standardized hardware configuration and now you're saying that I must switch out the modem that I OWN with a lesser quality modem? Why? What technical justification is there for this?
Also - stop sending out ES-series modems to high-split areas. Those modems do NOT work well.
Comments
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Hello and welcome to the Spectrum Community!
Unfortunately customer service is not given information as to why we require the use of our modem at this time. This is most likely going to change over time as the services are launched nationwide.
For example when we first introduced the gig level speeds we required the use of our modem but now it is able to be used using a customer owned modem. There is no charge to use our modem and we are able to replace/update/upgrade them at no charge.
-Tyleen
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Tyleen: I switched from a higher end modem to the Spectrum provided and have had nothing but problems. I asked the agent on the phone to try to activate my MAC address and they can't. They offered to send a field tech out to see if they could try to activate it with high split, but I don't think that'll work. The MAC address isn't in the system as "approved".
I've been using my own modem for well over a year now without issue. The only outages were due to either a storm or a car hitting a pole further upstream. With the new Spectrum-provided modem I'm regularly seeing packet loss, high latency, etc. I'm tired of support blaming stuff on my side (hint: I'm not your average user). The variable that changed was the modem provided by Spectrum.
I'd like to escalate this ask to find out why a customer provided DOCSIS3.1 2.5G capable modem isn't allowed to be used for high split. How do I go about escalating this so we can find out the technical reason and/or get modems that are on the approved list for non-highsplit to be allowed for highsplit if they're capable of doing it?
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