Setting up comcast sent Modem/Router combo?

Call Comcast. They may need to do stuff on thier end to register THAT router is now on their network. They may be blocking it till you CALL them to tell them your using it now.

A quick glance through google shows two facts 1) Yes "you are missing speed" unless you swap to this device. It seems Comcast is now pumping 50Mps and can even get that through the wireless connection (so both Internet AND Wireless are running same speed). 2) The firmware is noted to be the main culprit, and may now be in the Comcast solution process to get up and running (that a few home visits and calls to customer service it seems).

Basically my take it, your going to be having blazing fast Internet and the device is the pathway to even higher speeds going forward (just remember not too long ago we poked along at 1Mb) but this maybe just the 'growing pain's' short term (a month or so) of dealing with getting yourself online properly.

OKAY HOLD UP. Don't make assumptions based on 'the light won't stay on' means things aren't working. Have a WIRED connection into the new Model (always do wired first to establish connectivity THEN move to wireless) and disable your wireless on your laptop. Can you get to the Internet? If NO, then see below. If yes, then unplug and enable wireless, can you get Internet Wirelessly by signing into it? If NO, then see below.


Basically your at the mercy of Comcast. I would
1) write down each Operator number (you can demand this) instead of just writing 'that bob guy' who answered. Provide the results of above to them. Your BASELINE is to get wired connectivity first. If you can't get that BUT can when you use your old equipment that validates the issue is NOT with THAT Windows PC (they get millions of calls of people with screwed up PCs looking for free tech support) and it is all via a wired connection issue at this point. Once you have a wired connection then move onto a wireless connection. Again, you have proven wirelessly with the old one things worked fine, so it isn't the PC UNLESS your mistyping the NEW code to connect wirelessly. If they keep insisiting your okay on thier end then escalate it to Tier 2, then a Supervisor because your not online


2) If refused or they try to 'help' by bouncing you around then plainly state you ONLY wish to speak to a supervisor. If they can't get you the Supervisor then state "Please then provide the Supervisors Manager OR your Legal Departments Information. I am invoking my rights under the Consumer Protection Act and will have my Lawyer start first procedural steps to sue for breach of contract since your department refuses to provide escalating (Keyword) support." Keep repeating and pushing it, you will get a Supervisor on the line.

DON"T whine / complain, simply present the facts (and I mean narrow ones) as your saying here, that you activated it, it 'looks good' on your end but your still not getting Internet EVEN WHEN Wired in, but as soon as you use the 'old' equipment that works perfectly even wirelessly.


There is NO ANSWER you will find on Tom's or anywhere else that will let you 'fix' the problem. It is your Service provider's issue, they have to fix it in thier specific equipment and they are the only ones whom will ever be able to resolve it for you.

Oh and if you think 'well I get Internet just fine the way I was doing so screw all that', that won't play in ComCast's book. They (like all tech companies) have a kill time on old stuff (would be within 30 days of receipt of the new modem) that will remove the access rights of the old registered equipment and ensure "no unauthorized or unsupported equipment is connected to the ComCast Network".

Yes, according to your description you have multiple devices registered, to which I am not aware of being possible. It sounds like the activation of the modem was done incorrectly.
The tech you spoke to that registered your MAC, simply validated the MAC address was entered, usually takes some time for their servers to update, and the modem to connect and download the settings.
Validate the MAC address on the site is actually the one listed on your modem.

Comcast support and communication is very lacking in my experience. You effectively have to call and ask for their Tier 2 Tech support as you are tired of explaining the same situation over and over again. If the MAC doesn't match the equipment on the site, tell them it is not correctly configured on their end, and that you need to re-activate the modem.
Power cycling the modem usually will force the software download, unplug it for at least 1 minute, then plug it in again wait 5 full minutes, and see if it changes. Without the software the modem doesn't know how to communicate with the ISP. The MAC address registration allows for it to connect to the ISP for that software download.

You said you can connect your other modem and it still works, which should not be the case if it was done correctly; the tech should have disconnected the original modem (which should also be disconnected by you), and activated the modem that you were given, which should have also been connected.

There is also a possibility that the line at the box/coming into the house has too much loss for the modem to connect to. Even more a possibility since they mailed you the modem instead of having someone come to install it and test signal strength. There are different types of Coaxial cable to which the newer modems generally require 75 ohm instead of 51 ohm.
For example you may have RG9 (51 ohm), but require RG6 (75 ohm), or even RG11 (75 ohm) coax, however I have rarely seen RG11 used in residential areas.
This was the case for one installation I had seen where the homeowner moved their modem and used a longer older cable they had in their house and couldn't connect.

Best bet call customer service or your local comcast service center and issue a service call for them to install it. Because of the new specifications of coaxial cable, it is not as DIY as they used to be. The tools for the compression fittings and signal testers are expensive compared to a service call.

As for mentioning a lawyer or threatening to cancel your service, don't bother, it won't win you any sympathy or any expedited service with comcast. The same applies when you don't tip your pizza guy enough, you won't get your pizza as fast if the guy knows you're not going to tip him... Either cancel service and switch or avoid mentioning it.
I chose the former, and explicitly asked if they drug tested their service technicians, then canceled my home service and 2 business services with them...