EOL Modems
There are a number of older modems that are still out there functioning fine however some of these modems have had one power surge to many. Customers may call in with no sync or intermittent troubles with some of these older modems:
- Comtrend 5361T
- Paradyne
- Zhone
- Thompson
- Speedtouch
- Elastics Networks
- Comtrend 5261
Besides troubleshooting to try to get the customer online again in the moment, Escalate a Ticket to Repair for any of these modems so we can swap them.
Modems Not In CC+
Also – if a Comtrend 5374, Comtrend 5381u, Smart RG 505N, Smart RG 515ac is setup as a router (ie: with PPPoE in it) and not coming up in CC+ please leave a ticket Escalated To Repair after working with the customer to solve their problem and we will look into putting the ACS information into the modems, or swapping them to get things working up to snuff.
WHF
In most cases these modems will need to be swapped when a customer reports trouble with them. Many of these modems were also installed in pre-Whole-Home-Filter days.
If you receive a trouble with any of these modems please try the basics and reboot and see if service can be brought back for the time being but also put in a trouble ticket. We would like to look into these and likely swap and install a WHF.