Replacement DSL Modem 6100G not working

Question

I was having trouble with my 6 year old Westell modem and having to reset it at first once every 6 months and lately once to twice a week sometimes daily.  I called Verizon Tech support and after an hour on the phone and several line tests it was determined that I needed a new modem.  While on the phone I was passed to several different people trying to resolve the problem.  All I accomplished was I was getting a new modem, I was put on new equipment in the C.O., and I upgraded my speed.  I was told that I would be receiving my new modem in two to three days.  After a week and a half I still had not received my modem.  I again called Tech support, gave them the ticket number and tried to find out where my modem was.  The tech who answered my call tested the line again after several times of me telling her that all I needed was to find out where my modem was and it was already determined to the cause of my problem.  She told me there was no way for her to track my modem.  She then transferred me to someone else who I then stopped and told him the situation and he informed me that the delivery company told them the modem was undeliverable due to an address error.  Another modem was shipped and I received it in two days.  When the new modem arrived it said to "Connect the modem Immediately" on a sticker on the modem.  I connected it and DSL LED was on solid and Data LED was flashing and the Internet LED failed to light and then turned red.  I called tech support and was on hold for about an hour even though the automated message stated that I had a trouble ticket and it would get me to someone who could resolve my problem.  I finally got in touch with a Tech and he assured me that my problem was simple and it would take no time to correct the problem.  After another hour I was told that I was in an "Outage" but my old modem was allowing me to connect to the internet by some "Miracle".  He told me to not use the new modem but to continue to use the old modem and go out to the Internet and try to find updates for it on the Internet.  I had another trouble ticket opened because I had static on the line as well.  While I was looking online for an answer elsewhere I ran across this AWESOME site www.dslreports.com.  It was the answer to all my problems!  I found that all I needed to do was to have the "Tech" release the Mac address from my old modem or just disconnect it for four hours before connecting the new one.  I did the four hour method and I am online again!  After all of that I have wasted 8 hours of my life I will never get back thanks to Verizon's "Tech Support"!

Answer 1

Sorry for the problems that you had with the service. If you ever do need help we are are here to help. Remember we are here online to assist you 24x7 through various different social mediums. You can get help here on the Verizon Forums at http://forums.verizon.com , on Twitter at @VerizonSupport , or on Facebook http://www.facebook.com/VerizonFiOS .
Anthony_VZ
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