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New Contributor

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6 Messages

Tue, Oct 11, 2022 9:44 PM

Received replacement modem, /very/ displeased with receiving a discontinued refurbished device.

In a previous post, https://forums.businesshelp.comcast.com/conversations/equipment/time-to-get-a-replacement-for-the-old-smcd3gccr/633cf41548c60d55e60592dc , I asked about replacing my old SMCD3G as it was starting to randomly lock up, requiring a power cycle.

Getting a replacement was painless, credit to the reps for that.  But, what I got today...

The SMC is an old DOCSIS 3.0 than has been mounted on a wall, nicely out of the way.  What I received today is a Cisco DPC3941B, a no-longer produced/discontinued DOCSIS 3.0 huge monolith that has no provisioning to mount on a wall out of the way.

I was expecting for my monthly lease/fee, I would receive the current DOCSIS 3.1 'Comcast Business Router', like the CGA4131COM, not a 'Business Wireless Gateway' that is around 3+ years old, considered obsolete and discontinued by the manufacturer ( https://www.cisco.com/c/en/us/obsolete/video/cisco-dpc3941-wireless-residential-gateway-with-digital-voice.html ), and is not a 'drop in replacement' due to the physical design (and is missing the backup battery to boot, not that this matters as I do not have voice service, but it's the principal of the thing).

How would I go about getting something current?  This kind of feels like I was handed out leftovers and hoped that I wouldn't notice.

Accepted Solution

New problem solver

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2 Messages

2 months ago

Hello @fjam Thank you for reaching out through our forum. This is not the way that we want you feel. In order to replace the modem that was sent, you would need to contact the Business department directly at 1-800-391-3000. They are experts in this matter and will be more than happy to assist you. 

New Contributor

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6 Messages

@Comcast_Stephanie​ I did so, and it again was painless and ended up better than I expected.  Not only did the field tech bring the current modem, but also mentioned and handed me rack ears for it, which I promptly used to put the modem in my rack.  If only I knew these ears were an option in the beginning, I would have specified this in the beginning.

I am currently a satisfied customer with the end result.

(edited)

Official Employee

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13 Messages

We're happy to hear that you were able to get everything taking care of and that you are a satisfied customer 😀

 

Should you need anything else, please feel free to reach out and let us know! Have a good weekend!