Need extra help installing your Ooma Hub or Telo system? Let us know.
#57181 by Shirley Leung
Wed Jun 02, 2010 10:15 am
Tried to install the Motorola SB6120 last night...

Same config as previous... Modem > Ooma Telo > D-LINK 655 Router > DLink 2205 Switch

I couldn't get a signal? Ooma Telo just kept blinking red.

I called Cox Communications to ask for Tech help... and strangely they couldn't even see the Modem at all? I gave them the Customer SN and Mac address to register the modem under my account... but still nothing?...

When I switch back to my SB5xxx series Motorola Modem... everything was fine...

Hmm do I have to call Ooma's Customer Rep? or does something need to be reset in the Ooma?
#57183 by murphy
Wed Jun 02, 2010 10:25 am
Shirley Leung wrote:Tried to install the Motorola SB6120 last night...

Same config as previous... Modem > Ooma Telo > D-LINK 655 Router > DLink 2205 Switch

I couldn't get a signal? Ooma Telo just kept blinking red.

I called Cox Communications to ask for Tech help... and strangely they couldn't even see the Modem at all? I gave them the Customer SN and Mac address to register the modem under my account... but still nothing?...

When I switch back to my SB5xxx series Motorola Modem... everything was fine...

Hmm do I have to call Ooma's Customer Rep? or does something need to be reset in the Ooma?

The Ooma box has nothing to do with your modem going online.
That should happen even if nothing is connected to the modem's port.
The fact that you were able to re-install your older modem says it all.
If the new modem had been configured correctly by your ISP, the old one should no longer work.
#57186 by Groundhound
Wed Jun 02, 2010 10:37 am
Shirley Leung wrote:So should I call Cox again and maybe talk to a tech and have the issue escalated? Or wait for a technican to come out? I mean... it shouldn't be this difficult...

Take the Telo out of the equation and request that Cox help get your new modem working without the Telo hooked up. Don't mention VoIP or the Telo to them as they may quit listening to you and just focus on the Telo as the cause of the problem, which it is not.
#57187 by Shirley Leung
Wed Jun 02, 2010 10:39 am
When I called them it was literally just focusing on the Modem... they didn't know about Telo or VOIP... I didn't want them to give me issues saying it's another partie's product (therefore they can't support it)...

I called just purely asking them about the SB6120 having issues connecting...but they couldn't even see the modem? which is strange when all the wires were connected and I gave them all the information ie mac address... customer sn... etc...
#57193 by murphy
Wed Jun 02, 2010 11:26 am
Shirley Leung wrote:When I called them it was literally just focusing on the Modem... they didn't know about Telo or VOIP... I didn't want them to give me issues saying it's another partie's product (therefore they can't support it)...

I called just purely asking them about the SB6120 having issues connecting...but they couldn't even see the modem? which is strange when all the wires were connected and I gave them all the information ie mac address... customer sn... etc...

Ask them to verify that the new modem is configured in your account and that the configuration file has been uploaded to the modem. If they can't see your modem, then it is not properly configured in their system. Part of that configuration would have been to delete your old modem from your account.
#57198 by lbmofo
Wed Jun 02, 2010 2:05 pm
If the cable company got your new modem's MAC setup correctly and all and your modem still doesn't want to get online, the answer might be a hard reset (either through a reset button on the modem device or through modem device URL page: http://192.168.100.1 do a "restore factory default" and reboot). This will make your modem relearn your cable line parameters/characteristics.

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