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How does Connection Pro work? *I'm having issues with it.*

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MrRogers83
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How does Connection Pro work? *I'm having issues with it.*

Hello,

 

I am hoping for clarification on how this service is supposed to work in a real business setting?

 

My understanding is that the customer has a business cable modem/router combo that they get their general service from. Then the Connection Pro device is connected to the primary device via cat 5 so that it can tell when cable service is lost. I was led to believe then that when the cable service goes down, the cellular nearly instantly replaces that connection with its own resulting in almost no down time.

 

So I'm sitting here at work doing various things online, and the cable internet connection drops. Do I even notice that I lost connection? Should I expect down time, and if so, how much? Do I have to do something in order to use the new connection? When the cable comes back online does it automatically switch back, and again does this require I do something, and will I experience some sort of disconnection downtime?

 

Thank you for your time and responses!

Accepted Solution

Re: How does Connection Pro work?

Hey MrRogers83 and welcome the the forums! You asked a bunch of really good questions about Connection Pro, and you're correct in that your gateway would be where you get general service from and Connection Pro is connected via Cat5. The Connection Pro pieces would be the CradlePoint and a battery backup, which provides up to 8 hours of power. In the event that there is a connection loss on the gateway, the CradlePoint will act as a switch or router and since it has SIM cards for local cellular carriers, it will assume the router responsibilities and switch the connection to the 4G LTE network, which should be quick and seamless and not require any input on your part, nor should there be a need to reconnect when the network comes back online. You can also your My Account to manage the Connection Pro setup: https://business.comcast.com/help-and-support/internet/manage-connection-pro-online/ . If you have any other questions about it, please feel free to reach back out or to send me a Private Message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number and I'd be glad to assist!

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Official Employee

Re: How does Connection Pro work?

Hey MrRogers83 and welcome the the forums! You asked a bunch of really good questions about Connection Pro, and you're correct in that your gateway would be where you get general service from and Connection Pro is connected via Cat5. The Connection Pro pieces would be the CradlePoint and a battery backup, which provides up to 8 hours of power. In the event that there is a connection loss on the gateway, the CradlePoint will act as a switch or router and since it has SIM cards for local cellular carriers, it will assume the router responsibilities and switch the connection to the 4G LTE network, which should be quick and seamless and not require any input on your part, nor should there be a need to reconnect when the network comes back online. You can also your My Account to manage the Connection Pro setup: https://business.comcast.com/help-and-support/internet/manage-connection-pro-online/ . If you have any other questions about it, please feel free to reach back out or to send me a Private Message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number and I'd be glad to assist!

MrRogers83
Visitor

Re: How does Connection Pro work?

Thank you for your response. That is how I understood it would work, however when I tested it that was not the result.

 

In an effort to see if it was working, I disconnected the coax from the primary modem/router. The computer I have on that network remained connected to the network, but lost internet due to having an invalid IP address. It appears that the secondary device does not assign a new IP address, or maybe can't through the primary gateway? I tried releasing the IP and renewing it, but that did not work. I restarted the network adapter and that did not work. It is set to obtain an address automatically from the DHCP.

 

When I directly connected a laptop to the cellular device the computer had no issue receiving a valid IP, and was connected to the internet.

 

Thoughts? Phone support told us that if the cable connection fails we have to physically disconnect from the primary, and then physically re-connect to the secondary. That does not fall in line with what I was told when we were sold this service, or with what you just said, so hopefully you may know why I'm not automatically receiving the cellular IP through the primary gateway.

 

Official Employee

Re: How does Connection Pro work?

Is the computer connected to the gateway or the CradlePoint? The way that it should work is that the devices connected to the CradlePoint are the ones that the wireless connection would go to. 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 down. If I misread and you already have it set up that way, send a Private Message and we can look into this further. 

MrRogers83
Visitor

Re: How does Connection Pro work?

Thank you again. Your response just solved the main issue. It was set up so that the computer was connected to one of the LAN ports on the cable modem, not the cellular. I just moved the computer's cat 5 connection from the cable modem to the cellular, and the computer is still getting its connection from the primary as it should. When I disconnected the primary from the secondary, the cellular took over nearly instantly as far as I could tell.

 

This lead to a new question though. Once the cable connection is back online, should the device that had to switch to the cellular go back on its own to the cable connection? Once the cable modem's connection was back online the computer seems to be continuing to use the cellular. The only way I found to get the computer to switch back to the cable connection was to disconnect/reconnect the ethernet cable from the computer which isn't ideal. 

Official Employee

Re: How does Connection Pro work?

I'm glad that the information helped! To answer the new question, it should switch back over without having to disconnect and reconnect the Ethernet. Is it possible that the computer somehow got set up to default to the wireless network? Do you currently have the Service Fallback Notification set up in the portal? If so, has that alerted you as it should when the broadband connection is restored? 

MrRogers83
Visitor

Re: How does Connection Pro work?

I just tested cutting the broadband again, and it switched over no problem. When I added back the broadband it did this time revert on its own, although I don't know what changed.

 

When you say portal are you referring to the cellular gateway settings page? I haven't actually tried to access that yet, as I don't believe we were given login credentials for that one. I will attempt to access it and report back. I can say that we did not see a notification that it had switched connections.

Official Employee

Re: How does Connection Pro work?

The portal I was referring to is the online portal, where you log in and can manage your services, billing, et cetera. You should have been set up so you have access to one; does this page look familiar: https://business.comcast.com/myaccount ? If not, you can register there, or if there is maybe a primary contact that might have set up the account initially, you may need to contact them to request access to it. That link I gave earlier will also walk you through the Connection Pro settings via that site. If you have any questions about it just let me know, but I'm glad that the fallback seemed to fix itself! 

MrRogers83
Visitor

Re: How does Connection Pro work?

Ok, I understand now what you're referring to. I do have access to that, although I don't see anywhere to set up notifications. The page just shows the status of both connections, and the option to view usage details.

 

Additionally I just connected to the cradlepoint (I see now why you were referring to it as that) gateway settings page, but was unable to get the default password that is located on the device sticker to work for logging in. I'm guessing that will require a call to support to figure that out, although I don't know that notification options are within that either.

 

I don't know if this is the same for everyone, but the guide you shared a link to did not match my current UI when logged into our business account. Currently when I mouse over the Services tab a drop down appears which does list Internet as an option, but that menu disapears the second you move your pointer off of Services. Along the bottom of the page are boxes containing services, the first of which in this case is Internet, and within the box I clicked on Manage Internet. The new page that opens has a list on the right where you can sellect Manage Connection Pro which opens the page shown in the guide.

 

Thank you again for all your help. Hopefully someone else will get some use out of this information. 

Official Employee

Re: How does Connection Pro work?

No problem at all! Thanks for the heads up about the differing UI and if you'd like us to look into the the issues with logging in, we can do that here too. If you'd like us to, we'd need the account information so feel free to send us a Private Message. 

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