I do in-house IT and just completed a frustrating call with one of our users. To put this in perspective, he lives 1.5 - 2 hours away (D.C. area). I don't make home calls, certainly not that far away, unless users agree to a) reimburse our mutual employer or b) I do the work on my time and they make it worth my while. I used to be more amenable, but found that is merely an invitation to being taken advantage of.
Anyway, so several weeks ago, this user started complaining that his laptop doesn't work wirelessly from his home. He insists the problem must be with the laptop, even though I pointed out several times that the laptop works fine on the office network, wired or wirelessly. Our systems get their network configuration through DHCP, which should "just work" on nearly any home network. His rebuttal is always that his iPhone, iPad and family PC work on his home network. And I always respond that doesn't mean the problem isn't with his network. He responds skeptically, and asks how that is possible. I've explained several times that the problem could be with the DHCP service(s) on his home network, at which point he gets a "deer in headlights" expression. I provided an Ethernet cable in case the problems were with his wireless network. He reported that this does seem to be more reliable, but still not consistent. He eventually admitted that sometimes the laptop does work on wireless (or Ethernet), but not always.
So he calls me from home today to report his laptop isn't connecting to the Internet. I had him:
So tomorrow, I think I will again try running DHCP Find and/or dhcploc. This time I'll walk him through statically assigning a DNS server address on the laptop and do my testing from the laptop.
If you have any suggestions on usernames/passwords for the TC8305C, I would appreciate it. Or at least let me know if Comcast Support will supply the information if he (the customer) asks.
Thank you for listening! :-)
Hi PA_Business. Here are the defaults for this device:Username: admin Password: password (case-sensitive). Also Comcast Residential Customer Care @ 1-800-COMCAST (266-2278) can assist with equipment issues.