Connectivity
Connectivity and managing Your Comcast Business network
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setuidzero
Visitor

SMC Networks modem unable to connect

Yesterday around 14:50 PST my SMC Networks SMCD3G  modem became unable to connect. I have tried the troubleshooting steps provided at http://businesshelp.comcast.com/help-and-support/internet/troubleshoot-internet-connectivity/ several times with no success.

 

When I browse the administration interface I noticed a couple of strange pages:

 

Additionally, I don't see a WAN IP being assigned:

 

What additional steps are needed to get my connection back online?

 

Thanks.

 

 

 

 

 

 

 

 

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2 REPLIES 2
Trusted Forum Contributor

Re: SMC Networks modem unable to connect

Yes indeed, you have completely lost sync with Comcast on the coax side of the unit.... Have you double checked that the coax cable is indeed firmly connected to the box? As well, that all coax lines inside of the building are firmly connected (at least, the ones you can see/get access to?) I'll assume you've also tried unplugging the unit for >30 seconds and plugging back in?

 

At this point, you should be able to call in 1-800-391-3000 and have a tech scheduled to come out; likely, it will be a line issue or a dead SMC.

setuidzero
Visitor

Re: SMC Networks modem unable to connect

Ok, thanks train_wreck. I did try disconnecting and re-attaching the coax connection to the back of the SMC a couple of times to no avail. Nothing looked out of place when I did a visual inspection of the visible line outside, but I'm not sure where it actually terminates (it is a multi-unit complex). I have tried unplugging power to the unit for a few minutes at a time during troubleshooting.

 

I'll give that number a call, thanks again.

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