New Business Gateway CGA4332COM hangs during initial config; replacement does too

Ordered new Comcast Internet service with 5 static IP's. The gateway hung during initial configuration. Support replaced the unit, the new one hung too! This seems like a firmware bug, how do I get competent support?

By "hung" I mean the gateway suddenly went to a login prompt, and when I entered the login credentials it just looped back to a login prompt. Support was able to see the modem enough to reboot it, but they couldn't make it work either.

For initial configuration (using http://10.1.10.1), I changed the default password, changed the DHCP/LAN address to my existing LAN subnet, changed the name and password of the Wifi network, and used the "Port Management" feature to allow specific ports through to certain static IP's. I don't think it died at the exact same spot both times, but I was about this far along each time.

Support doesn't seem to have any idea what to do other than replace the gateway, and that doesn't help. Is there level 2 support available to small business clients? Has anybody seen a problem like this? What can I do other than give up on Comcast Internet service?

Help!

Responses

Comcast_Richard

Official Employee

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31 Messages

2 years ago

Hi there @mikejng Thank you so much for your time and patience today. I'm truly sorry for the inconvenience you are going through with your service. Please be assured you reached the person to assist you. Can you please send me a DM with your full first and last name along with your full-service address, and account number so that I can assist you further.

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mikejng

New Member

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4 Messages

@Comcast_Richard Hi, I clicked Reply to your message. Does this create a forum post or a DM? If this is a forum post, I don't see any way to send a DM, please advise. There is a direct messaging icon at the top of the page but that seems to only browse existing threads and I don't have any.

Thanks!

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2 years ago

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Comcast_Richard

Official Employee

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31 Messages

Hi there! Thank you for your time. Can I please have your full first and last name along with your business address and account number so I can assist you further.

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2 years ago

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Comcast_Richard

Official Employee

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31 Messages

2 years ago

Thank you so much for your patience.

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
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

(edited)

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mikejng

New Member

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4 Messages

@Comcast_Richard Hi, thank you for the instructions. I found the DM area, but it would not accept Xfinity Support as a valid recipient address (I searched, tried variations, etc, but it's just not there and neither are you). I ended up sending the account information you requested to the recipient Comcast Business. If I need to resend to another recipient, please let me know.

Mike

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2 years ago

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mikejng

New Member

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4 Messages

@Comcast_Richard Hi I got a reply from Comcast_Benjamin when I DM'd "Comcast Business". He suggested having a technician come out, but a technician replaced the modem once and I had the same problem with the new modem. This seems more like a firmware issue where the CGA4332COM gets confused if I change its LAN IP address. Is this a known problem with this model of Business Gateway? Is there a special procedure to change the LAN IP? Should I request a different model of Gateway? I have a technician visit scheduled for Wednesday but I'm pretty sure it will be a waste of time :(‎

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2 years ago

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tmittelstaedt

Problem solver

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326 Messages

You are running static IPs so you should NOT be using the 10.0.0.x numbers on the Comcast router's lan side. Instead you need to put your own router behind the Comcast router, assign one of your static IPs to it's WAN port, and use whatever private LAN numbers you want on your own router.

I know the config looks weird because it seems like the comcast modem is using 10.0.0.1 on it's LAN port but it is actually using dual-numbering on it's LAN port. The one number is the first number of your static IP subnet and the other number is the 10.0.0.1 Needless to say you also need to turn off the firewall in the router and use your routers firewall.

When you attempt to change the 10.0.0.x subnet on the comcast modem/router it breaks this (hidden) dual assignment.

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2 years ago

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