Equipment (Modems,Gateways)
Modems, Gateways, and Networking Devices
Male IT Specialist Holds Laptop and Discusses Work with Female Server Technician. They're Standing in Data Center, Rack Server Cabinet is Open.
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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

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Re: Replace Netgear?

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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Re: Replace Netgear?

 

Power, Modulation and SNR all look reasonable. It just restarts itself periodically for no apparent reason.

 

 

 

Screen Shot 2015-07-31 at 1.09.12 PM.png

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Re: Replace Netgear?

train_wreck, in actuality there is only a one time 69.95 installation charge to upgrade to any Comcast Business Wireless Gateway (BWG).
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Re: Replace Netgear?

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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Re: Replace Netgear?

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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