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Bleeping Compute Won't Recognize My Modem


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#1 AAS MFCFO

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Posted 02 March 2013 - 08:48 PM

I have this problem, which I’ve worked around so far, but it’s
frankly driving me mad.

 

It all started, as it always does, with a boy and his
dream to upgrade. So, I went out and bought a Motorola SBG6580 to replace my
Comcast craptastic modem and Belkin wireless router.  I installed it and got Comcast
to recognize the modem and all that. Then the problems start:

 

There are three things hooked into the modem/router. Two
desktops and one Blu-Ray player, all but one of the desktops works through the
SBG6580. The desktop that won’t work through the SBG just won’t detect or adapt
to the new IP address. It refuses to.

 

Here comes the fun part. If I run the old (Belkin) router into
the new (SBG6580) and plug the one desktop that won’t connect through the
SBG6580 into the Belkin it will work.

 

What I would like to achieve is to just use the SBG6580 and not
the janky work-around I have now.

 

I have troubleshot this to death with both Comcast’s Signature
Support and Motorola’s crappy techs. I have tried them both now twice. Motorola’s
support is good for people trying to set things up, but not up to the task of
in-depth problem solving. Comcast was pretty decent and they helped me get to
the work around.


I have tried resetting modem, all sorts of IP renews, some crazy
command prompt commands that I didn't even know existed.

 

One thing that I think might be throwing the wrench in this is I

have the two desktops set up as a home network through Windows 7. I have no
idea how I did this as it was a long time ago. I think I somehow told my one desktop
to only recognize the Belkin router? I don’t know. It’s crazy.

 

I have run out of bullets and before my cheap butt pays some
tech to come out to my pad and silently judge my massive porn browsing history  to fix this I thought I would turn to the
internet. Please help!

 

While I am not a total NOOB here, it would best if you would explain
any troubleshooting tips as you would to a particularly gifted child or a golden
retriever. Also, I almost posted this in the Win 7 forums, but went with Networking, so please move if you feel it should be moved. (Not like you need my permission.)



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#2 Chris Cosgrove

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Posted 03 March 2013 - 06:30 PM

Hi,

 

I am not entirely clear about exactly what your problem is. You say "I plug the desktop into the Belkin . . .". Do you mean you connect by ethernet cable ? If you can connect to one router by cable you should be able to connect to any router by cable. However, I take it that you mean you cannot get to connect wirelessly to the Motorola router.

 

Can you 'see' the router from this desktop ?  At the right hand end of the taskbar you will find some sort of wi-fi symbol - sometimes it is a barchart, sometimes a symbol looking like a computer screen in miniature. If you hover over this and click, it should pop up with a list of routers within range. At the moment, I can 'see' four others apart from my own. If you can see your router, then click on its name and see if it comes up with a box saying 'Connect ?'. If it does, click on connect and a dialogue box should pop up asking you for the access code. Type this in and click on 'OK' or 'Continue', whatever comes up and you should connect.

 

If you can't see it from this computer, but you can from the other, then there are a number of possibilities to investigate. Is this computer on the same radio frequency as the router and the other computer ? The usual setting is 'Auto' unless you live in a dense wireless environment. Is the wi-fi unit on this computer working ? This is one that can have you pulling your hair out and the simplest test is to replace it. Just plug a USB wireless dongle into a convenient socket and, if necessary, install the drivers for it ( Win 7 carries a lot of wi-fi drivers pre-installed ). Then click on the wi-fi symbol, etc., as above

 

It is possible to set up a network for one computer to access the internet through another, this was common before wireless routers became widely available, but having been set up like that once upon a time should not affect how this computer tries to connect via a wi-fi connection.

 

Good luck,

 

Chris Cosgrove



#3 AAS MFCFO

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Posted 03 March 2013 - 06:34 PM

Chris, thank for the reply. 

 

I am hardwired into the router. Other than my phone or guests, I don't use the wireless capabilities of my router.



#4 Queen-Evie

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Posted 03 March 2013 - 06:56 PM

Hello AAS MFCFO.

 

First I will tell you to NOT use Xfinity Signature Support. If you have subscribed to the service cancel. You don't deal with Comcast when you use it. It's contracted out to a third party. It is for help with NON-Comcast issues. Instead of paying for that help you can get help free here at BC.

 

Second, those gateway devices are problematic. You would be better off using your Belkin (or purchasing a new one) and have the modem put in bridge mode. Gateways are harder to diagnose when issues arise-there is no easy way to tell if an issue is caused by the modem or router.

 

Third, your best bet for help (and hopefully resolution) with this issue is to post in the Comcast Help and Support forums. There are connection experts who may be able to help you. Don't be surprised if they tell you the same thing I did about the gateways, routers and bridge mode.

 

One expert had this to say

 

Combo gateway devices are always a compromise in both quality and performance compared to separate units. Also, only the ISP can update the firmware so you are always a prisoner of them. Also the firmware is typically crippled by the ISP's customizing of it and they typically eliminate valuable features. One of the biggest issues with them is that it is far more difficult to diagnose connectivity issues when it comes to troubleshooting. You can't narrow things down by using the process of elimination by removing just the router from the path.

 

Those Forums are provided to Comcast customers, and are a great resource for vendor specific issues. There are Forums for computer issues, email issues, security, internet, cable tv, CDV, billing, and customer service.


Many times we, the users there, can provide answers tech support and customer service can't.

 

Click the link below. The forum landing page will open. Click Sign In. Log in with your Comcast user ID (the part before .net) and your password. You will next see a first time forum users page, asking you to choose a screen name for use in the Forums. Once you set that up, you'll be taken back to the landing page. PLEASE DO NOT USE YOUR COMCAST EMAIL NAME FOR YOUR FORUM USER NAME.

 

http://forums.comcast.com/

 

Before posting, take a moment to read the Posting Guidelines. The link is on the top right hand side of the page.

 

Then choose the appropriate board to post in. In your case you can post in either Connectivity/Modem Help or Networking. Include as much information as you can about the issue, what you have already tried, etc. You could even copy your posts above and paste them there

 

One thing to be aware of: By default you will be notified via email every time someone replies to a topic you have started or replied in. If you do not wish to receive the notifications you can disable them by clicking My Settings/Subscriptions & Bookmarks tab. Uncheck the box next to Automatically subscribe me to topics I participate in. Scroll down and click Save.

 

Do NOT opt out of forum emails using the link in the notification email.
Doing it that way will actually DELETE your forum account. Deletion of the account bans you. (stupid but that is the way Lithium, the forum provider, has it set up). 

 

To get back to the forum you can either bookmark the page OR go to the Comcast homepage, scroll down to Customer Support on the left side of the page and click Browse the Forums.

 

If you have any questions about the Comcast forum contact me by pm here at BC or Comcast forums. My name there is the same one as the one I use here. 

 

Also, let me know if you do post there and what name you used. I'll make sure the experts see it and respond.


Edited by Queen-Evie, 03 March 2013 - 07:12 PM.


#5 AAS MFCFO

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Posted 03 March 2013 - 07:13 PM

Thank you.

 

I am definitely going to be firing their signature support.

 

I think I am just going to pop this thing in bridge mode and call it a day.

 

Thank you Queen-Evie, I will most certainly keep this in mind.

 

Most appreciatively,



#6 Queen-Evie

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Posted 03 March 2013 - 07:34 PM

For bridge mode there is a dedicated phone number. If you call the regular Comcast service number you might get someone who is clueless.

Give me a few minutes to find bridge mode number and I'll post it here in case you need to use it.

 

edit: found it faster than I thought I would.

 

1-800 363 2416. Some have reported that there are long wait times. Hopefully that won't be the case for you.


Edited by Queen-Evie, 03 March 2013 - 07:39 PM.


#7 AAS MFCFO

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Posted 03 March 2013 - 07:35 PM

Thanks!



#8 Queen-Evie

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Posted 03 March 2013 - 07:56 PM

Did you return the Comcast modem? Did you get a returned equipment receipt? I have a speech about that. It may come in handy in the future if Comcast "loses" it after you return it.

 

Returning Equipment? Get A Receipt

 

Something else for you: keep the receipt for modem you purchased. Keep the box if you still have it. Comcast has also been known to erroneously charge customers the rental fee for modems they PURCHASED. When calling about it they are asked for serial numbers or whatever that may be on the box and a copy of the receipt. Most people don't keep the boxes and receipts forever so it is a hassle to get the charge removed from the bill. Yep, I do hang out at the Comcast forum and can give you pointers that may help you avoid frustration later.


Edited by Queen-Evie, 03 March 2013 - 08:03 PM.


#9 AAS MFCFO

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Posted 03 March 2013 - 08:02 PM

Yes, I dropped it off in the UPS box at work Friday. 

 

They tried to pull something like that with me before when I returned one of their TV boxes. Basically, we went a few rounds. Then I just asked to speak to their legal department and things were magically cleared up and I was refunded.



#10 Queen-Evie

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Posted 03 March 2013 - 08:05 PM

They pulled the same thing with me in 2007 with 2 cable boxes. Lucky me I had the receipt and got it cleared up quickly. Just document everything related to the sending and delivery.






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