New Member
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2 Messages
Replace Netgear?
What's the process for requesting a replacement device? We've had intermittet connectivity issues for a while now but more recently our device has started rebooting itself every few hours. Naturally that's not great for everyone in the office trying to get work done.
Matt
train_wreck
Gold Problem solver
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610 Messages
9 years ago
If you want to replace it, you'll need to call in & request a different gateway. At the moment, the other options are the Cisco DPC3939B and DPC3941B. Be aware that there will likely be a $99 for them to come out and swap the gateway.
Before you do that, could you post a screenshot of the signal levels from the modem at http://10.1.10.1 ? They could be bad enough to cause the modem to reboot, and in that case, you should not be charged for the tech visit. (since bad signals are a problem on Comcast's end)
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modalmatt
New Member
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2 Messages
9 years ago
Power, Modulation and SNR all look reasonable. It just restarts itself periodically for no apparent reason.
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VBSSP-RICH
Advocate
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1.4K Messages
9 years ago
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train_wreck
Gold Problem solver
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610 Messages
9 years ago
Alright thanks for the correction Rich. Though I believe that, if a technician finds a fault with the customer's gateway, then there should be no charge?
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VBSSP-RICH
Advocate
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1.4K Messages
9 years ago
That is correct train_wreck. If any Comcast business customer requires a trouble call for any coax cable wiring or or Comcast gateway (CG) defect then there is no charge to get this resolved. However, if a customer wants an upgrade to tiier Netgear or SMCD3G CG to possess the private and public wifi there is a one time $69.95 installation charge.
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