Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. All I need is your full name, account number (follow link https://comca.st/2OFWSJq, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill? Thanks in advance.
Thanks so much for taking the time to reach out to us regarding your admin password. I very much appreciate your patience and greatly apologize for the delay in our response. I know how important the services are to your business and we want to do all that we can to assist. I truly appreciate you supplying all of the account details. I would love to get this reset for you. When I go through this process it may cause the modem to reset and I don't want to disrupt any work that you may be doing. Would it be ok for me to proceed with this now?
We are able to log into the modem remotely with your approval, but this will reset the modem itself. If you would like us to try this at a later time let us know when the best time to try would be
I apologize there is no way for me to save or download the configuration files, but the good news is if I restore the password to the default password this will not impact any other settings in the modem. Also resetting the modem should not affect your ability to log in remotely. Once the modem is back online your internet connection will be there. The default password should be highspeed or CantTouchThis. This is a great link that will help us manage your modem. (https://comca.st/2P1TlFr) The last section listed will help us log in to your Admin Tool.
Perfect! No problem at all. I was able to log into the modem and restore the password to the default password. The default username will be "cusadmin" If you have any other questions about logging into your modem please let me know.
Are you using the Comcast Business app to manage your account? I hope you are using our app! We are always enhancing our apps because we want to offer digital solutions that make managing your account as easy as possible. If you open the Internet section in the app you can always check the status of your connection.
Hello, how are you? I hope overall your day is going well. I wanted to touch base with you again since I never heard back. Is the issue resolved and can you log into the modem? We are a dedicated team that is here to do all we can and will always make sure we fix the issue! I hope you can now log in and you are not experiencing any unexpected issues. Please let me know if I can do anything else to help.
I am very sorry to hear you still can't log in, but you are in good hands and I will continue to take the right actions to help with your modem and Admin Tool. Are you attempting to log into the modem at the location or remotely?
No problem, I won't reset the modem. Have you tried logging in from multiple devices? Can we try with a device that is online and connected to the modem with an Ethernet cable?
That is what I am doing. Straight from computer => Ethernet => modem. Tried both default passwords in all combinations of UPPER/lower cases. Not working.
I really can't wait for hours and hours for replies when you say you are going to help me. I do what you ask then it doesn't work I need an immediate response. I'm on the clock here.
Thanks for taking the time to troubleshoot and answer all my questions. I know this type of work is tedious. If you look at the bottom of the modem are you able to see a sticker with a default username and password? If yes, is the password different than the ones we have reviewed? Maybe we can try removing the power cord from the modem and plugging it back in. Once the modem is online we can try to reset the default password again.
Yes, it is. I'll try that but that is not the default password the service tech left instructions for when it was installed several years ago.
Hmmm, is that a wireless name and password? There are two sets of settings that are associated with the modem. A default username and password for your wireless network and a default username and password for the Admin Tool. Are you able to see both on the modem and in the instructions the tech left? If all else fails doing a factory reset of all settings on the modem may be the only option but hopefully, we can try all these steps first.
There is no default password on the label on the bottom of the modem except for the WiFi. What now? I really need to get this finished here. It's been over a week for something so simple that could be done over the phone.
The default username and password is the same as what was posted here when you did the reset.
p: highspeed or CantTouchThis
BOTH DON'T WORK!
We will figure this out together. Thanks so much for your patience and willingness to work with us. Before we move to the next step, are you able to log into your "My Account" using Google Chrome? If so, I can give you the instructions on how to update your password and username settings. This may help keep us from having to reset your modem, as I know that is a worry for you. I have listed the steps to edit your user name and password below.
Sign in to My Account and select Internet from the Services menu. Only the Primary Manager or Services Manager can update this information.
Select Manage Private WiFi on the right side of the page.
Manage your 2.4 GHz or 5 GHz connection by selecting the pencil icon in the appropriate section. From here you can:
Select the On/Off toggle to enable or disable the network. Enabling access allows users with the Network Name/SSID to access the network. Disabling access ensures no one can access that network, even if they have the Network Name/SSID.
Edit the Network Name/SSID and enable or disable broadcasting of the Network Name/SSID.
Change the Security Mode and Password. Note that the password requirements will change depending on which security mode you choose.
Select I'm Done when you are finished.
Please let me know if this helps. If not, we have many other excellent tools we can try.