Is it necessary to send a tech if I have my own modem and router?

[Thunderdrolt]

I'm new to the Bakersfield, CA area and Bright House is the local cable monopoly. The place I'm staying at had everything provided except internet. The tv that's here has a cable splitter connecting it to the tv from the wall cable outlet. The other wall cable outlet in the place is not in use. I have my own DOCSIS 3 modem and 802.11 ac router. When plugging them into this outlet, the modern lights indicate an established connection and the routers lights show up as if I'm connected online and successfully routing my Wi-Fi.

I had assumed establishing internet service ( I elected a 75 Mbps down package ) would entail simply calling Bright House and giving them my modem information like I've done with other ISPs, but they said a home visit is necessary to establish the connection for that free outlet. One of the tech members claimed that the wire could not handle the bandwidth and so a service member would need to configure the outlet.

I'm unfamiliar with networking technicalities, so was wanting to see what anyone here thinks. Bright House has horrible reviews here and there are lots of horror stories of cases where they rip customers off for services or products they don't need. It just seems strange that they can't configure access over the phone.

 

[azazel1024]

They are full of BS.

 

[brshoemak]

Yeah, they just want to get a truck roll fee out of it - probably around $50-60 or more. All they should need is the MAC address on your modem.

If they are concerned about the physical cabling they should be able to see the signal levels from the modem itself. Tell them that you'll hook it up and if you don't see something close to your rated speed ask them to check the signal levels on the modem.

Basically, set it up yourself and only consider a truck roll if you're having issues or are not getting something around 75Mbps. Real world, it will probably be something more like 60 or 65Mbps.

 

[Thunderdrolt]

They are full of BS.

The tech is supposed to come this evening. What should I tell them in order to establish internet without an unnecessary visit from a tech?

 

[Thunderdrolt]

Yeah, they just want to get a truck roll fee out of it - probably around $50-60 or more. All they should need is the MAC address on your modem.

If they are concerned about the physical cabling they should be able to see the signal levels from the modem itself. Tell them that you'll hook it up and if you don't see something close to your rated speed ask them to check the signal levels on the modem.

Basically, set it up yourself and only consider a truck roll if you're having issues or are not getting something around 75Mbps. Real world, it will probably be something more like 60 or 65Mbps.

Thanks, I'll see what I can do. They were pretty adamant about having a tech come out when I first called them and didn't seem to want to do it over the phone no matter what. If they still refuse should I consider getting DSL with someone else?

 

[Elixer]

The tech is supposed to come this evening. What should I tell them in order to establish internet without an unnecessary visit from a tech?

They just need your MAC address for the modem.
Then, once they have that, you reboot modem, then reboot router, and you should be up.

They might not understand that you have a DOCSIS 3 modem already either...

 

[dave_the_nerd]

If you already have cable service, yeah, you shouldn't need an install, unless they need to do something with the external boxes.

They certainly shouldn't need to get into your house (which means they shouldn't be charging you an install fee.)

So... probably BS.

 

[Thunderdrolt]

Straightened it out after work today. Thank you all so much for the help!