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New computer will not connect with Comcast modem


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Gorkman's Avatar
Gorkman Gorkman is offline
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29-Apr-2011, 12:07 AM #1
New computer will not connect with Comcast modem
A total non-tech guy here. Have old Dell desktop connected to Comcast modem (ARRIS TM502G). When Comcast set it up they used USB connection rather than ethernet. Recently bought new Dell desktop and Netgear wireless router. Tried setting new computer/router up to modem. Router is looking for a static IP address, but Comcast says I am set up for dynamic. Finally gave up on setting up router and have just been trying to get new computer to connect. Feel like if I can get computer to connect I can get the router set up. So I don't even mention router to Comcast anymore. After telling me mulitple times how to power cycle everything, and me doing so 57,000 times , they blamed Windows 7 and told me to call Microsoft. Instead I hired a tech guy to come help. He had no luck at my house so took the new machine home with him, and instantly connected to internet with his Comcast modem. So he brings it back and says it's on Comcast's end. Getting nowhere with Comcast. I explained (mulitple times) that it's connecting on the tech guys modem but they continue to say the computer is not set up correctly but have yet to help me out. I asked for a Comcast tech to come take care of it but they say they will but if it's not a Comcast issue I will have to pay for tech visit. I wouldn't know enough to know if it was a Comcast issue or not so would have to take his word - so not excited about this prospect. Again, have power cycled everything every different way possible. I have a laptop from work that won't connect to 'net on this modem either. The only one that connects is the old desktop. Have even tried connecting new machine to modem using USB rather than ethernet. Old computer will not connect using ethernet, only USB. Found something about MAC addresses online and tried to clone old desktops MAC to the new router with no luck. Looking for ideas to try myself or guidance on what to ask Comcast if I do call them back. Am considering just switching to AT&T U-verse just thinking that they would come set the whole thing up for me and I wouldn't have to deal with Comcast anymore. Sorry to be so wordy. Appreciate any help!
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etaf   (Wayne) etaf is online now
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29-Apr-2011, 05:50 AM #2
Lets do this a bit at a time ?

Arris user manual online here http://www.ono.es/resources/files/ay...rs%20Guide.pdf

how does the desktop connect to the modem, using the USB or the Ethernet connection
can we see an ipconfig /all from the desktop when connected and working

------------------------------------------------------------------------
ipconfig /all
If you cannot access the internet with this PC, then you will need to paste the results into something like notepad and then copy onto a machine that can access the internet and post results here

We would like to see the results from ipconfig /all post back the results in a reply here

Hold the Windows key and press R, then type CMD then press Enter to open a command prompt box (A new dialogue box - black with white font, will appear on screen ):

In the command prompt window that opens, type the following command:

Note that there is a space before the /ALL, but there is NOT a space after the / in the following command.

ipconfig /all > network.txt & network.txt

It will export the results to notepad and then automatically open notepad.

Now all you need to do is copy and paste those results to a reply here
to do that:
From the notepad menu - choose Edit - Select all
all the text will be highlighted
Next
From the notepad menu - choose Edit - Copy
Now go back to the forum - reply and then right click in the reply box and paste
------------------------------------------------------------------------
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Please let us know what the final solution was to any problem posted

Last edited by etaf; 29-Apr-2011 at 05:58 AM..
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Gorkman Gorkman is offline
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07-May-2011, 11:03 AM #3
As mentioned in original post the OLD computer is connected to the modem via USB. This is how Comcast set it up originally. I cannot get old computer to connect using ethernet, only USB.

Here are results of ipconfig on NEW computer:


Windows IP Configuration
Host Name . . . . . . . . . . . . : FamilyPC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
Wireless LAN adapter Wireless Network Connection:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : DW1501 Wireless-N WLAN Half-Mini Card
Physical Address. . . . . . . . . : 90-00-4E-77-5F-04
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Ethernet adapter Local Area Connection:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Broadcom NetLink (TM) Gigabit Ethernet
Physical Address. . . . . . . . . : 78-2B-CB-91-EB-00
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.{D2317778-77F3-4FCC-A8C8-2A0A9AD2FCA8}:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.hsd1.in.comcast.net.:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter Teredo Tunneling Pseudo-Interface:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes


Here are ipconfig results from OLD computer:


Windows IP Configuration

Host Name . . . . . . . . . . . . : D1PRZ851
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : hsd1.in.comcast.net.

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Description . . . . . . . . . . . : Intel(R) PRO/100 VE Network Connection
Physical Address. . . . . . . . . : 00-11-11-06-28-99

Ethernet adapter Local Area Connection 3:

Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : ARRIS TOUCHSTONE DEVICE
Physical Address. . . . . . . . . : 00-15-A3-7D-8D-33
Dhcp Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IP Address. . . . . . . . . . . . : 98.214.84.127
Subnet Mask . . . . . . . . . . . : 255.255.240.0
Default Gateway . . . . . . . . . : 98.214.80.1
DHCP Server . . . . . . . . . . . : 68.87.72.19
DNS Servers . . . . . . . . . . . : 68.87.72.134
68.87.77.134
Lease Obtained. . . . . . . . . . : Thursday, May 05, 2011 3:10:52 PM
Lease Expires . . . . . . . . . . : Monday, May 09, 2011 8:59:40 AM


To be clear - the OLD computer was connected to modem via USB for above results, and NEW computer was not connected to anything for those results.

THANKS!!!
TerryNet's Avatar
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07-May-2011, 12:48 PM #4
Unplug modem.
Disconnect USB cable.
Connect modem to computer by ethernet.
Plug in modem.
Boot computer.
Show ipconfig /all.
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Gorkman Gorkman is offline
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09-May-2011, 11:09 PM #5
TerryNet, thanks for the reply. Here is the ipconfig that you asked for...


Windows IP Configuration
Host Name . . . . . . . . . . . . : FamilyPC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
Wireless LAN adapter Wireless Network Connection:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : DW1501 Wireless-N WLAN Half-Mini Card
Physical Address. . . . . . . . . : 90-00-4E-77-5F-04
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Ethernet adapter Local Area Connection:
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Broadcom NetLink (TM) Gigabit Ethernet
Physical Address. . . . . . . . . : 78-2B-CB-91-EB-00
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::80ec:1b25:2f14:1e4b%11(Preferred)
Autoconfiguration IPv4 Address. . : 169.254.30.75(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.0.0
Default Gateway . . . . . . . . . :
DHCPv6 IAID . . . . . . . . . . . : 242756555
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-15-26-F7-22-78-2B-CB-91-EB-00
DNS Servers . . . . . . . . . . . : fec0:0:0:ffff::1%1
fec0:0:0:ffff::2%1
fec0:0:0:ffff::3%1
NetBIOS over Tcpip. . . . . . . . : Enabled
Tunnel adapter isatap.{D2317778-77F3-4FCC-A8C8-2A0A9AD2FCA8}:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter isatap.hsd1.in.comcast.net.:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Tunnel adapter Teredo Tunneling Pseudo-Interface:
Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
srhoades's Avatar
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10-May-2011, 12:48 AM #6
Why won't the old computer connect ethernet? It neither computer will connect ethernet to the modem it sounds like a bad modem.
etaf's Avatar
etaf   (Wayne) etaf is online now
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10-May-2011, 05:14 AM #7
here is a manual for the device
http://www.arrisi.com/support/guides...User_Guide.pdf

Quote:
Here are ipconfig results from OLD computer:


Windows IP Configuration

Host Name . . . . . . . . . . . . : D1PRZ851
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : hsd1.in.comcast.net.

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Description . . . . . . . . . . . : Intel(R) PRO/100 VE Network Connection
Physical Address. . . . . . . . . : 00-11-11-06-28-99

Ethernet adapter Local Area Connection 3:

Connection-specific DNS Suffix . : hsd1.in.comcast.net.
Description . . . . . . . . . . . : ARRIS TOUCHSTONE DEVICE
Physical Address. . . . . . . . . : 00-15-A3-7D-8D-33
Dhcp Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IP Address. . . . . . . . . . . . : 98.214.84.127
Subnet Mask . . . . . . . . . . . : 255.255.240.0
Default Gateway . . . . . . . . . : 98.214.80.1
DHCP Server . . . . . . . . . . . : 68.87.72.19
DNS Servers . . . . . . . . . . . : 68.87.72.134
68.87.77.134
Lease Obtained. . . . . . . . . . : Thursday, May 05, 2011 3:10:52 PM
Lease Expires . . . . . . . . . . : Monday, May 09, 2011 8:59:40 AM


To be clear - the OLD computer was connected to modem via USB for above results, and NEW computer was not connected to anything for those results.

THANKS!!!
the above was connected with a USB Cable correct ?

what happens if you connect the new PC to the modem by USB and have you installed the USB drivers on the NEW PC - drivers are here http://www.arrisi.com/support/usb/index.asp

if you connect by the ethernet connector - do you get the link light to light up on the modem
page 21

Quote:
D Link: indicates Ethernet or USB connectivity between the Telephony Modem
and compute
TerryNet's Avatar
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Location: Ottawa, IL
10-May-2011, 12:56 PM #8
Most likely a defective modem ethernet port. Also possibly a defective ethernet cable or ethernet adapter.

Yet another possibility: at one time with my cable service any time I switched from using the modem's USB to ethernet or vice versa I had to re-register. Not sure if it was because the modem looked different to them or if it was because they tracked the device connected to the modem and that had to be registered. I know they don't do the latter now because I switch routers; don't know if they do the former, as I haven't used USB in half a dozen years.
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