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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Reply

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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Reply

2 years ago

0

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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