Equipment (Modems,Gateways)
Modems, Gateways, and Networking Devices
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Expired certificate message on accessing modem gateway

I am trying to access my modem gateway by typing "10.1.10.1" into my browser (both Firefox and MS Edge). I am receiving an "unsecured connection" message because of an expired certificate. The date and time on my computer(s) is (are) correct. Doesn't Comcast need to supply me with a new certificate? Are there other safe options I can use myself? (Please don't suggest adding an exception to my browser, thanks).

 

Here are the details of the error:

 

"Your connection is not secure. The owner of 10.1.10.1 has configred their website improperly. To protect your information from being stolen, Firefox has not connected to this website. . . . " and

 

"10.1.10.1 uses an invalid security certificate. The certificate is only valid with the following names: webui-xb3-cpe-svr.xcal.tv, www.webui-xb3-cpe-srvr.xcal.tv. The certificate expired on Saturday, March 07, 2020, 5:59 PM. The current time is Tuesday, May 05, 2020, 3:28 PM. Error code: SSL_EFFOR_BAD_CERT_DOMAIN"

 

Suggestions welcome. Comcast - a fix from your end would be ideal. Thank you.

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Official Employee

Re: Expired certificate message on accessing modem gateway

Hello, how are you? I hope overall your day is going well. I can understand your security concern. I know I would be cautious as well. There are a few things that come to mind, and I would like to look at your account to make sure we do everything possible to resolve this certificate issue. The first thing I want to do is re-activate your modem to make sure it has all the latest firmware updates. If a re-activation and resetting your devices do not resolve this issue we will want to contact our Customer Security Awareness team at 1-888-565-4329. If you can send a private message that includes your name, service address, and your account number (or phone number) I can assist you further. 

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Re: Expired certificate message on accessing modem gateway

Hello Joseph and thnk you. I spent an hour and a half (minimum) on the phone with Comcast Business Class Support yesterday. They performed a "more intensive" reboot of my firm's Internet modem AFTER I tried the self-help Comcast Business Classs automated phone reboot option. My firm's case was escalated to Tier 2. I am awaiting a call back and expect it today. Personally, my sense of it is that this is a certificate issue on Comcast's end. I have provided a full description of the error message I received. I am open to other ideas, but do believe it is on Comcast's end. I am hoping for the Tier 2 call back today. This is why my firm pays for Comcast's Business Class services. All advice and ideas welcome - but I sure have spent quite a bit of time on this already. Kind regards, Anne Culotta.

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Official Employee

Re: Expired certificate message on accessing modem gateway

I am so sorry to see that you had to spend so much time with us over the phone and we are glad that we are on track to reaching a resolution 🙂 I can take a look and make sure we monitor this and reach out with an update. Can you confirm the full address and the account or phone number? 

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