Cable Modem Activation Process

  Cable Modem Activation Process & Troubleshooting Tips
  1. Verify with the Customer calling in that modem is powered on and the coax cable is connected. (It's best to have the modem powered on for at least five minutes prior to activation.)
  2. Call Buckeye T2 419-724-4005: "Hi I'm (insert your name here) with internet calling to activate a modem for one of our customers." Provide the vendor ID which is used to pull up the account (typically starting in 8158).
  3. The buckeye representative will then request the CMAC which is located in the database. It is imperative that the buckeye representative gets the correct CMAC or the modem won't sync up to the network. Double-check and verify it's correct with the agent. Pro Tip: When reading the letters in the CMAC, use the phonetic alphabet. A = Alpha, B = beta, T = tango, etc. Reading the CMAC to them would go like this: 000Alpha123BetaDelta123
  4. Once the representative enters the CMAC on their end they will send a hit to the modem (A hit to the modem is simply sending the signal through and making sure the modem receives it). In most cases, the modem will begin communicating back to the network which means it was successful. 
  5. Call the customer and let them know the modem is ready to go and that they can begin connecting their devices to the modem. 
If the connection is not working:
  • Check modem light status, if the Online, the US, and the DS lights are all solid and lit up then the connection should be working. If any of those lights are flashing, that would indicate an issue.
  • Power cycle if the modem doesn't sync up to the network (Online, US, or DS lights flashing or off) after it's been provisioned.
  • Power cycle if the customer connects their devices to the wifi but gets a "Connected but no internet" error. (Normally no big deal as long as the US, DS, and online lights are solid).
  • No connection after a power cycle? Verify that the CMAC on file matches the one on the modem. Reconfirm CMAC with Buckeye T2 if needed.
  • Ask if the customer is using the same coax cable as before