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  Reply # 1126614 11-Sep-2014 15:35
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Yabanize: My question for the OP? Did you keep your tbox with sky? Because I hear they have a free sky for 6 months promotion going on..   And if they've already sent the modem out, They may aswell let you register the mac address and get the profile change done over the phone. Waste of technician time.   We're on that same 60gb plan, looking to chance to unlimited

Vodafone/Downer are remarkably inflexible about this kind of thing.

They need to start offering a self install zero fee option.

How many cable modems have you installed?

None, but they are user replaceable on overseas cable networks, so it's not like it's impossible.

I mean sure if we're talking a 1st time install, or maybe even a reinstall, I can understand, but when its replacement of an existing modem surely it can't be that hard? Modem is preconfigured and shipped..unplug old one, plug in new one, ring up and give account number, old mac, new mac, backend stuff done and away we go? am I missing something?

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  Reply # 1126641 11-Sep-2014 17:05
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Hey guys,

 Sound like there's a bit of confusion around this. The upgrade to DOCSIS3.0 is more than just a modem swap-out, as the tech also needs to test signal strength at the serving pedestal (Green box on the street) and tap (box on the side of the house) in order to make sure there's sufficient signal strength to support the faster speeds. Once the Motorola SurfBoard has been swapped out for the new Cisco DPC3008, the dispatch provision it into the systems and change the profile to enable the faster speeds of the newer plans.

Cable modems are not sent out by courier.

While it would be possible to fire them out that way, end customers would still need to call dispatch to have the MAC address provisioned onto their accounts and the profile changed - and if the signal strength wasn't up to scratch, we'd have to send a tech out anyway. Vastly larger cable providers overseas may have automated tools to allow customers to swap cable CPE, but it wouldn't be a feasible thing to deploy in NZ due to there only being one cable network and very limited scope for customers to do this sort of thing themselves - and again, if it didn't work, a tech would still have to attend. While scheduling and logistics can sometimes be a hassle, it avoids the whole failed self install process all too common in the xDSL space by having techs do it start to finish.

Hope that helps.



 - Nik

Product Manager @ PB Tech

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