when I worked at comcast

[Full Quiver]

Oftentimes people would call and say they could not connect to the internet. This was a hard lesson for me to learn as I would try over and over to no avail.

Once a modem is connected to either a computer or a router it MUST be powered down by unplugging it and the tiny little reset button on the back must be held in for like 10-30 seconds which will completely reset it.

After it is successfully reset then one can connect their computer to it in hopes of actually connecting to the internet. All the lights should fire up on the modem. If a connection still isn't made it could be, such as in the case of a laptop, that the wifi is turned on and the ethernet card is disabled. I'd turn off wifi if no wireless network was being used and go into the control panel, look under network connections, and make sure the lan was enabled. Sometimes I'd actually hit disable, then re-enable it, and it would connect up.

Usually passwords and usernames are only used on routers however. If such would not work then i would call into the advanced techs at Comcast and they would step me through the process. It can be aggravating.

Sometimes I miss being a cable dawg but not on hot humid days like today!