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Motorola SB5101 Not Supported??

hardserve
I'm Here A Lot

I purchased a new Motorola SB5101 from an online US vendor to replace my SB5100 rental unit. I've talked to 4 agents over the past week trying to get it activated with no success (my call got dropped with the 3rd agent). The 12 digit Customer S/N on the SB5101 apparently does not show up in the Rogers database, and the agent cannot proceed. The last agent said the problem is that Rogers does not support the SB5101, only the SB5100. I find this to be astonishing.

 

Is this true, and has anyone else run into this issue?

 

thx,

 

 

***edited labels***

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Motorola SB5101 Not Supported??

To clarify, I was referring to the model numbers that are currently offered by Rogers, regardless of where the device is purchased:


Motorola - SB5100
Motorola - SB5101
Motorola - SB5120
Webstar - DPC2100
Webstar - DPX2100
SMC - SMC8014WG
SMC - D3GN-RRR
Cisco - DPC2325

Any models outside of the ones listed above cannot be added, i.e. the Motorola SB6120.

View solution in original post

22 REPLIES 22

Re: Motorola SB5101 Not Supported??

DWR
I Plan to Stick Around

Re: Motorola SB5101 Not Supported??

hardserve
I'm Here A Lot

Thanks for the links - I found them as well myself after I made the original post.

 

I spoke to a Rogers tech support again re. the SB5101. He confirmed that Rogers does indeed support the SB5101, but  apparently not all unit serial numbers are in their database due to exemption blacklisting for various reasons such as stolen units. If the unit serial number is not in their database, it can't be added to my account.

 

The unit I bought was advertised as new, but it would be impossible for me to trace any history on it.

 

I think this is still a runaround story. I am suspect that Motorola ever provides a filtered by contraband list to Rogers. More likely that Rogers is working with perhaps a limited "regional" listing.

 

Anyone ever gotten this response from Rogers?

 

Re: Motorola SB5101 Not Supported??

DWR
I Plan to Stick Around

It could be a run around. Or perhaps a CSR that has no idea how to add the modem to the database, so you get jerked around. I have read on other forums that people have been able to get their modem added, but often with a lot of effort and usually by being referred to second-level support. Don't give up!

Re: Motorola SB5101 Not Supported??

RogersHemal
Retired Moderator
Retired Moderator

Any SB5101 can get added into our system as long as our system can take the MAC address of the product.  I have confirmed this with our Care customer chat.  You can access them to get your modem added via this link.  http://www.rogershelp.com/customerserv/cuscare.htm

Re: Motorola SB5101 Not Supported??

skutflut
I Plan to Stick Around

@RogersHemel

 

 

I expect that the only MAC addresses that would normally show up in your system are those from modems purchased by Rogers,  and scanned into your inventory for rent or resale.

 

This is the issue.   Not all modems are bought from Rogers.   Third party modems would probably not show in your system inventory of MAC addresses.     What is the Rogers policy about adding a modem that does not show in your list of MAC addresses?   Will you or won't you?    You stated previously that Rogers would add one.    

 

There are many reports that people cannot get it done,  and reports from others  (not as many)  who say they were successful.     Perhaps  the CSRs  need to be trained specifically on to the process of adding a MAC address to your database of approved units.  

 

Perhaps  the policy  needs to be clarified so that there is no ambiguity on the rules for third party equipment.   It is not reasonable or fair to have two different standards of service depending on who you talk to in Customer Service.

 

Not allowing third party units because of the MAC issue is engaging in unfair trade practices.

Re: Motorola SB5101 Not Supported??

@RogersHemal

 

I had a chat session via the link you posted. Sadly, it was another exercise in frustration.

 

The person on the other end (someone named Joanne) said she could not not add MAC addresses and that I would need to contact Technical Support. I gave her the link of this thread, but that didn't help. I told her two previous Tech Support guys I spoke to said only Business Agents can make changes like that and I expected the same answer if I spoke to yet another Tech Support guy. I strongly suspect that staff in different departments do not actually ever talk to one another to review process.

 

Is there someone specific you can point me to for help? Thanks in advance.

Re: Motorola SB5101 Not Supported??

DWR
I Plan to Stick Around

The left hand does not know what the right hand is doing! I actually contacted tech support about adding a Motorola 6120 DOCSIS3 modem because the SMC modem/router combos are garbage. The first agent told me it was not a problem at all. I emailed back to verify this was in fact correct and another agent told me no, it could not be added! These are two different people supposedly working in the same department and they do not know what is going on!

Re: Motorola SB5101 Not Supported??

hardserve
I'm Here A Lot

@DWR

 

It appears that the OPs in the other two threads are not having any more success than I am. Not good.

 

Hopefully RogersHemal can sort this out internally and get us all fixed up. A bit like the old "Who's on First" skit. If I wasn't in the middle of it, I would be laughing instead of steaming.

 

Re: Motorola SB5101 Not Supported??

RogersAndrew
Retired Moderator
Retired Moderator
I can inform you with 100% certainty that the SB6120 stand-alone docsis 3 modem cannot be added to our network at this time. The only modems that can be added are the models already in the Rogers inventory.

Re: Motorola SB5101 Not Supported??

DWR
I Plan to Stick Around

This is becoming utterly incomprehensible! RogersHemal tells us that the SB5101 and other SB5000 series modems can be added, regardless of where they were purchased. So people try to get them added by the CSRs and are told no, they can't be added. RogersHemal promises to look into it and come back with some answers, but all he does is reiterate what he told us before - that the models can be added. Now we have RogersAndrew saying the only modems that can be added are the models already in the Rogers inventory. I assume by this he means that you cannot buy your own modem unless you buy it from Rogers. As I asked before, does the right hand know what the left hand is doing?

 

As for the SB6120, we already know it cannot be added! The question is WHY? It is a DOCSIS3 modem that is far superior to the SMC, yet Rogers keeps sticking their customers with a piece of **bleep** modem. WHY? Can't someone just answer the questions and provide a proper explanation?

Re: Motorola SB5101 Not Supported??

@RogersAndrew,

 

Firstly, my thread is regarding the supposedly supported SB5101.

 

Secondly, what do you mean exactly when you say "The only modems that can be added are the models already in the Rogers inventory." Are you saying that Rogers will NOT support devices NOT purchased from Rogers and that Rogers by NOT adding the MAC addresses of supported devices purchased externally to their database? If yes, this contradicts what RogersHemal said.

 

I would like RogersHemal to chime in here and confirm either way.

 

Rogers just cannot continue to give out wrong/misleading information that is causing customers to lose money, time, and patience.

 

Re: Motorola SB5101 Not Supported??

adepaolis
I've Been Here Awhile

Hello,

 

I bought a Motorola Surfboard SB5101 on Ebay.  The modem belonged to a Shaw Cable customer in Vancouver who upgraded to a new model and sold his current.

 

I tried to get the modem subscribed but I am being told that it is not possible because either the serial number doesnt show up when they try and subscribe the modem,.  I explained I aquired the modem on ebay from a shaw cable customer who upgraded modems and no longer needed theirs and so sold it.  Customer service at Rogers then told me that because it was a Shaw cable modem it would not be possible.  

 

Would anyone know if I am receiving the right information?  Is there a Rogers employee that can help me?

 

Thanks

Re: Motorola SB5101 Not Supported??

DWR
I Plan to Stick Around

Re: Motorola SB5101 Not Supported??

adepaolis
I've Been Here Awhile

Well I am being told again today by customer care that they cant add the modem because it is not a Rogers modem.  Guess the only recourse is to buy a modem from Rogers or continue renting a modem.

Re: Motorola SB5101 Not Supported??

FormerMember
I'm a Senior Advisor

Some Rogers tech people say the modems can be added regardless of where they were purchased. Others say they cannot be added unless they are part of the Rogers inventory. Some people call in and have success at getting the 3rd party modem added, but most are told that they cannot be added. It is all very confusing when there is no consistency.

Re: Motorola SB5101 Not Supported??

To clarify, I was referring to the model numbers that are currently offered by Rogers, regardless of where the device is purchased:


Motorola - SB5100
Motorola - SB5101
Motorola - SB5120
Webstar - DPC2100
Webstar - DPX2100
SMC - SMC8014WG
SMC - D3GN-RRR
Cisco - DPC2325

Any models outside of the ones listed above cannot be added, i.e. the Motorola SB6120.

View solution in original post

Re: Motorola SB5101 Not Supported??

Well Andrew, your reply still does not clear up the issue(s). If all of the models that you listed can be added  "regardless of where the device is purchased", why are people being told by the CSRs that they cannot be added if the serial number is not in the Rogers database? Second, although we are well aware of the fact that the SB6120 cannot be added, nobody from Rogers has explained why. The SMC modems are a piece of **bleep**, yet you refuse to allow the SB6120 DOCSIS3 modem! Why not?

Re: Motorola SB5101 Not Supported??

CoolCat
I've Been Around

I too purchased a Motorola SB5101U to replace the rental SB5100 and was told last night that the serial was not in the database and could not be added. The CSR recommended the best option was return it and to go a Rogers store to purchase Rogers authorized model.

Re: Motorola SB5101 Not Supported??

FormerMember
I'm a Senior Advisor

This is yet another thread being ignored by Rogers employees. They tell us that these modems can be added, yet the CSRs will not add them. Where is the communication between the various departments? If the modems can be added, why are the CSRs not told this? Why are the Rogers employees not investigating this issue? It would appear that for the most part, they are virtually useless!

 

It may all be a moot point anyway, because it would appear that Rogers is going to phase in D3 modems for all tiers. This means only a Rogers authorized gateway modem at a higher price and that of course means the piece of **bleep** SMC! While they are talking about adding a CISCO gateway, so far this has not been done - to my knowledge!

Re: Motorola SB5101 Not Supported??

As of May anyway, the old rules apply. If the modem isn't in the Rogers database, they ain't letting you use it. I just sent an email to them. I don't expect a reply.

 

I am planning however to tell them if they don't allow me to use my own modem they can cancel all my services. ($1200/ year)

 

Where is the CRTC to ban them from pulling this **bleep**?