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Question

ISP told me they have the wrong modem "on my file"?

Mar 21, 2017 5:58PM PDT

My Internet has been spotty lately and finally went down altogether, so I called my ISP. They asked me for the model of my modem and then said that they might have the "wrong modem model" associated with my file which was causing the problems, and they would get back to me.

That response sounded weird to me. I've had a few problems with this provider and I thought the rep might be blowing me off a bit. Does an ISP need to know what type/model of modem I'm running? Could something like that cause problems with my connectivity?

Discussion is locked

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Answer
It has happened.
Mar 21, 2017 9:32PM PDT

Here when that happens TWC can straighten it out on the same call. Is this Comcast?

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Answer
YES...YES...YES
Mar 25, 2017 8:51AM PDT

It's totally possible for your ISP to know what equipment you're are running. As a matter of fact, they have to know to correctly provision your modem. When using your own equipment, make sure the model you have chosen is on their list of approved 3rd party equipment. The can update the equipment on your account, and they should have done this unless you're using a model that is not supported.