How to Troubleshoot a Comcast Cable Modem

Comcast Internet is a service delivering fast speeds and reliability, but on occasion it may not behave quite the way you would like. Instead of going to CNN, you may end up at a "Welcome to Comcast " screen, or your computer may not take you anywhere online at all. If this happens, do not panic. With a few steps, you can troubleshoot your Comcast modem and get back online.

Instructions

1. Look at the lights on your modem. Are any lit? If not, check the electrical connections to see if it is plugged in. If it is plugged in, move it to another outlet to see if a bad electric outlet is the culprit.

2. Unplug the power to your modem or router. Shut your computer down by going to "Start," "Shut Down" on Windows.

3. Disconnect and reconnect both ends of the Ethernet cable between the modem, router (if used), and computer, or modem and computer if no router is used. Make sure that the cables are firmly inserted into the Ethernet ports. Disconnect and reconnect the coax cable going from your wall into your modem. This refreshes the connections between the devices.

4. Wait one minute after your computer turns off. Plug the power back in to your modem only. Wait one minute for the modem to register on the network, then if you have a router power it on at this time. Wait one minute after the router has been powered back on before turning your computer on.

5. Allow your computer to fully boot. The hard drive light will stop flashing and the hourglass (or orb) will leave once it is finished. Open Internet Explorer and try to visit a couple of websites. If you see a "Welcome to Comcast" screen regardless of where you attempt to go online, call 1-800-COMCAST (1-800-266-2278) to talk to an agent to resolve the issue with your modem and/or account. Representatives are available 24 hours a day, 7 days a week.

   If you are unable to access any websites and are not seeing the "Welcome to Comcast" screen, continue to Step 6.

6. Is there a router being used? If so, unplug the power from the modem and then your router. Shut your computer down. Connect an Ethernet cable from your modem directly to your computer. This step will eliminate any possibility of a router malfunction. Once your modem is directly connected to your computer, power on the modem and wait one minute before turning your computer on.

7. Open Internet Explorer and attempt to access a website after your computer fully boots. If you are able to access websites now, then there is an issue with your router. Contact your router manufacturer for assistance with their device.

8. Disable any firewall software you may have installed, and restart Internet Explorer.

9. In Internet Explorer, go to "Tools," "Internet Options." A window will appear with several tabs. Click on the "Connections" tab to bring it to the forefront. Make sure there is a dot in the radio button beside "Never dial a connection" or that this area in the center of the window is grayed out.

10. Click the LAN settings button on the bottom third of the window. Verify that there are no check marks in any of the three boxes in this window. The boxes should be empty beside "Automatically Detect Settings," "Use automatic configuration script," and in the "Use proxy server for your LAN." If all three are empty, click "OK" to continue.

    If you changed any settings, click "OK" to close out the Internet Options window. Close out Internet Explorer, wait a minute to ensure the program is shut down, then open the program again.

    If you are still unable to connect to the Internet after taking all of these steps, call 1-800-COMCAST (1-800-266-2278) to speak with an agent in the Internet department.

Tips & Warnings

• If you have to call Comcast, have your account information available for the representative.

• Be next to your computer when you call Comcast. Their tech support agents will not be able to troubleshoot if you are not physically near your computer.

• If you have recently reinstalled Windows on your computer, verify that your network card is properly installed and working in the Control Panel before attempting to troubleshoot the connection.

References

• Comcast: Internet Support