Cannot Access Comcast Gateway Admin Tool. Default passwords do not work. Help!

Over the last weekend, we upgraded our Comcast business Internet system to a significantly faster level. As part of that change, we needed to replace our old SCG Comcast business gateway. The new gateway (CBR CGA4131COM) will not accept either of the default passwords and will not let me log into the gateway admin panel. This is very frustrating because we are unable to use the admin tool to configure our gateway.

Could you please supply me with a admin tool password that works so we can begin going through our configuration settings? To the best of my knowledge, there is no way to just change the password. That field does not appear at all.

If we will need a partial, targeted reset from Comcast to enable the password function, *please be sure that none of the other settings on the gateway are changed in any way (not cleared or altered by the password reset function)*. We spent significant time entering the proper values into the gateway when the Comcast tech was here. That was when we configured the gateway. All we need to have changed is the password function, and nothing else. Just prior to leaving, he mentioned that the passwords and user ID had not been changed. However, the default passwords do not work, unfortunately.

Thanks very much for any assistance with this.

John

Responses

CC_Shaina

Contributor

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6 Messages

2 years ago

Hello @JN_92 and thank you for reaching out to our team here at the Comcast Business Support Forums! I am so sorry to hear that after the modem replacement and configuration with the technician you have not been able to access the Admin Tool. When mentioning the default username and passwords, are you referring to those listed in this article?

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JN_92

Contributor

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21 Messages

2 years ago

Yes, that is exactly the area we are having problems with. The Admin tool does not accept the two default passwords and there is no way that I can see that allows us to change the non-working passwords.

John

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CC_Shaina

Contributor

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6 Messages

Thank you for the clarification. The only way to reset the admin tool username and password to the default would be via a full Factory Reset of the equipment, which can be completed via the Reset button/hole on the gateway itself. You may see the CGA4131COM user manual for detailed instructions on how to do so under '7.3 Gateway reset and restore options'. Unfortunately, a reset to factory default settings deletes all configuration changes you made and there is no way to reset the admin tool password on its own.

I understand you mentioned you spent quite a bit of time configuring with the technician while they were there, and if you require assistance with reconfiguring once more we can certainly ensure another technician is sent out for support!

If you would like to have another technician scheduled, please send us a direct message with your full name, business name, full address, and phone number.

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon in the top right corner

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there

• - As you are typing a drop-down list appears. Select "Comcast Business" from that list

• - A "Comcast Business" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I no longer work for Comcast.

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2 years ago

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JN_92

Contributor

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21 Messages

Thanks for your prompt responses. However, it looks like I only have two choices: 1). Find some way to enter the Admin Tool via one of the default passwords. I have tried that repeatedly and it does not work (nor is there any visible way to change the passwords). 2). Manually reset the router and lose all of the established configuration values that are presently correctly set. This took a significant amount of time to accomplish and I would strongly prefer not to shut down the router and lose all of the data we have painstakingly entered.

It's hard to understand why a "default" password won't work in terms of entry to the Admin Tool.

One other question: Do I need a direct connection to one of the Ethernet ports on the back of the Comcast/Technicolor router? If so, I will try that as well.

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2 years ago

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user_c5e40b

New Contributor

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5 Messages

2 years ago

I have the same issue. I've read in these forums in multiple places that you at comcast can reset the cusadmin password without losing the configurations on the gateway. Below is a quote from CC_Anisa in your forums.

"Good afternoon, thank you so much for taking the time out to reach out to the Digital Care Team here through the forums. You could do this yourself by factoy resetting the modem but this would put all the settings back to default. So, we can do this for you on our end so you do not end up loosing all of your settings. Can you please send us a private message with your name, the full address, and the account or phone number?"

I can't access using the passwords highspeed & CantTouchThis. I think the phone guy changed the password when he installed our phone equipment but says he didn't. I have static IP's and use mac filtering for additional security. to do a factory reset will take hours if not days and our business phone system will be out. I'm starting to regret changing my internet & phones to Comcast.

There must be a way for you to reset the password without losing my settings as I have read this is possible in multiple locations in the forums.

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user_c5e40b

New Contributor

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5 Messages

2 years ago

It has been 6 days!!! Is someone going to answer my post?

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CC_Bianca

Contributor

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18 Messages

Hi, @ user_c5e40b. We're happy to help with your account concerns. Please send us a direct message for assistance.
To send a "Peer to peer" / "Private chat message" message to "Comcast Business":
Click "Sign In" if necessary
Click the "Direct Messaging" icon
or https://forums.businesshelp.comcast.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Comcast Business" there
- As you are typing a drop-down list appears. Select "Comcast Business" from that list
- An "Comcast Business" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it"

I no longer work for Comcast.

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2 years ago

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