Connection Pro Setup

@Comcast_Vianney​ We had Comcast do the install and when we needed it the "Fail Safe" did not work.  We contacted Comcast who told us we had to switch the ethernet cables if the internet goes down.  I told the tech that is not true.  All the directions show that the 4 devices should be plugged into the device all the time.  When we plug the devices into the Cradle Point the devices take the ip address range 196.168.1.*.  This causes the devices to lose connections to all other devices and printers on the network.  I read all the information in the link you sent and I am sure that anyone who posts here has already done this even though the service indicates the Pro Support should have set it up but they didn't.

The devices connected to the CradlePoint are the ones that the wireless connection would go to. So when the backup kicks on only the devices connected to the Cradle Point would remain networked. Basically, the really vital equipment is what should be connected to the CradlePoint, since anything that is directly connected to the modem would be down if services are not accessible at the time. The devices connected directly to the modem/gateway would be without a connection when the LTE backup kicks in. Now mind you this all has to be set up using a dynamic IP setting for your account and with that, the max number of devices the backup can support would be 4. You would only see a different IP address when LTE backup kicks in for those 4 connected devices. If you are seeing the different IP addresses when the backup is not on I would recommend reaching out to our team over the phone at 1 (800) 391-3000 or send our team a direct message with your full name, the business name the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message