Troubleshoot basic Internet connectivity issues

Before troubleshooting

Before you troubleshoot your Internet connectivity problem, make sure you’ve finished installing any software, and that all cables are securely attached to your router and computer. If the problem continues, choose the solution below that best applies to your situation.

Internet connectivity issues with multiple computers

If you keep losing your wireless Internet connection on every computer connected to your network, try one of the following steps:

• Disable your firewall and/or antivirus software if they’ve been recently changed or upgraded. If this solves the issue, contact the software manufacture.
• If you upgraded Windows XP, make sure the Windows firewall isn't running. If it is, disable it.

Internet connectivity issues with one computer

Powercycle (reboot) your network devices

1. Shut down your computer.
2. Turn off your modem and unplug it from the power outlet.
3. Turn off the wireless router by pressing the power button in the back.
4. Plug the modem in and turn it on. Wait two minutes until it’s completely restarted before moving on to Step 5.
5. Turn on the wireless router. Wait two minutes until it's completely restarted before moving on to Step 6.
6. Turn on the computer.

If this doesn’t restore your connection, try connecting your computer directly to your modem. Unplug your modem, wait one minute, then plug it back in. If you can connect to the Internet, turn off your modem and computer, and reconnect your router.

Release and renew your IP address

In some cases, releasing and renewing your IP address can fix an Internet connectivity issue. Check out how to release and renew your IP address.

Firmware

Make sure you download and install the latest software updates for your device.

Security Settings

 

Ensure all wireless devices have the same settings.

• SSID: this is case sensitive.
• Channel: the wireless channels are 1 to 11.
• Mode: the wireless mode should be set to either ad hoc or infrastructure.
• Encryption: you have these options for encryption:
  • Don't use any
  • Use WEP
  • Use WPA
  • Enable wireless access point
• If Access Control List (ACL) is enabled on your router, make sure the MAC address of the wireless adapter is included in that list.
• When configuring a router:
  • The user name must include a whole address like testaccount@comcast.net - NOT just "testaccount".
  • After making changes, click Apply.
• If you've enabled security and have problems connecting, disable security by setting encryption to None, then try connecting again.

Wireless connectivity issues with the Wireless Gateway

Currently, TKIP and AES security modes are the default encryption methods for the Wireless Gateway. If your Wireless Gateway was set up with an Open or WEP encryption, you’ll need to remove the network profile from your wireless device, and then reconnect using either your network password, or the default password found on a white label on the bottom of your device.

Find your operating system below and follow the directions.

Windows 7

1. Remove the network profile from the list.
   • Click the Start button then open Control Panel.
   • Click Network and Sharing Center.
   • Click Manage wireless networks.
   • Select the SSID of the Wireless Gateway.
   • Right click and select Remove network.
   • Accept the confirmation when prompted. This will remove the network completely from Windows.
2. Reconnect to the wireless network with previous password or default label password.
   • Click the Network tray icon in the tool bar.
   • Select the SSID and click Connect.
   • Enter your previous password then click OK. If this password fails, type the default password found on the label on the bottom of the device.

Windows XP

1. Remove the network profile from the list
   • Click the Start button and go to Settings > Control Panel > Network and Internet Connections > Network Connections.
   • Right click on Wireless Network Connection and select Properties.
   • Select the Wireless Networks tab.
   • Select the Wireless Gateway SSID in the Preferred networks section, then press Remove.
   • Click OK.
2. Reconnect to the wireless network with the previous password or default label password.
   • Open the Windows wireless utility (it's the wireless icon in the tool bar).
   • Select Refresh Wireless Networks.
   • Select the Wireless Gateway SSID.
   • Enter your previous password, then, click OK. If this password fails, type the default password found on the label on the bottom of the device.

Mac OS

1. Edit the current wireless network profile.
   • Select the Apple icon in the tool bar, then select System Preferences.
   • Click Network in the Internet & Wireless section.
   • Select AirPort.
   • Click the Advanced button.
   • Select the AirPort tab.
   • Select the Wireless Gateway network name in the Preferred Networks window.
   • Click the "-" sign.
   • Hit OK to delete.
2. Reconnect to the wireless network with the previous password or default label password.
   • Open the Windows wireless utility (the wireless icon in the tool bar).
   • Select the Wireless Gateway SSID.
   • Enter your previous password, then click OK. If this password fails, type the default password found on the label on the bottom of the device.

iOS

1. Edit the current wireless network profile.
   • Select Settings > Wi-Fi.
   • Select the Wireless Gateway SSID you want to delete.
   • Click on the forward arrow button.
   • Select Forget this network to remove the network profile.
2. Reconnect the wireless network with the previous password/Default Label Password.
   • Select Settings > Wi-Fi.
   • Select the Wireless Gateway SSID.
   • Enter your previous password, then click OK. If this password fails, type the default password found on the label on the bottom of the device.

If you still have issues after following the above directions, chat with one of our customer support representatives or call us at 1-800-COMCAST.

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