While there is a lot to criticize Comcast for, in the decade that I have been a customer they have never billed me for telephone support.
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Airport Extreme Base Station and new Comcast Cable Modem
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While there is a lot to criticize Comcast for, in the decade that I have been a customer they have never billed me for telephone support.
A.
For sure. But there really was a problem, which their tech fixed, it's just that he created a new one.
Still. Comcast support is lacking on the phone and techs raise all sorts of problems on networks. I had a bright light tech swap the wireless link from the modem to the switch behind the router because the new modem only had one port. Then when everyone was clamoring for Internet access I caught the tech by the door and told him to go get the right modem. You cannot tell me that a simple 1 port modem is going to cut it when we had a four port gateway before.
This was in reference to a tech call out to my home. If the issue is you - if, for example, I'd messed up my network setup and their equipment was working fine - they bill you for the visit.
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I've had a tech out three times now in the last 7 months. What's consistent - and consistently annoying - is that each tech has criticised the previous tech for doing something stupid. They're not good at their jobs.
One of them was sent to replace my set-top boxes, but didn't have enough boxes on his truck to complete his day's list of box swap-outs. So he called around to see if another driver had a spare that they could bring by. Then he sat around for about an hour waiting on the box that never materialised. I got pissed off and threw him out. What's stupid is that I live about 15 minutes away from a Comcast office where he could have gone to get a replacement and be back in no time. He was just hanging out in our home, getting paid for not working.
He was happy (until I threw him out). But I wasn't and nor, I suspect, were the other customers down the job list for that day who were stuck waiting for a tech to come while he made personal phone calls from my kitchen.
I feel like they are renting out lesser equipment solely to ditch the Comcast branding. The new Xfinity gateways don't work but rather than give us a Comcast SMC gateway they left a Xfinity home grade piece of junk.
I'm not too keen on the company, nor some of the absolute idiot customers whom called it claiming to know it all. I had to spend 15min on the phone with a customer educating him on how DNSs worked. He finally realised that after that amount of time, he had no real idea what he was talking about, rather he just wanted to be right.
There are bad techs or under educated techs just like in every company on earth. Comcast isn't the sole beneficiary of people like that. I've heard complaints and witnessed techs whom needed a lot more training than they had, or ones whom needed to stay off their phone whilst in class. The other part people don't understand is when customers call in and think they know what they want, and it takes them 10min. to really give a clear idea of it. Then they say they were on the phone "forever". Most of my calls were done in 4 min or less.
Clearly describe what you mean by "black box", Comcast has many. Make and model are super helpful even though they can be seen. Anomalies do arise, and we don't know why such as not having a gateway on the account, or not being able to see your account despite having all the info 100% correct. Don't expect Comcast to provide tech support for your experiment. If Comcast didn't issue it to you, they won't support it. It happened for years, and then people became angry that their hardware ceased to work after a month or two and of course Comcast was to blame because their techs didn't know the private name mfgr's hardware inside and out.
For business class which was the department I worked in. The gateways specifically the SMC docsis 3 gateways are mandatory for Comcast. There is absolutely no way of getting around it, and yes I've had multiple people whining about the fact that they bought an identical gateway from a store. Here's the reason why Comcast doesn't allow them, and it's actually a good reason.
The gateway has been tested, and retested (No, Comcast doesn't simply put a piece of hardware out there for mass use without knowing every piece of code and capability it has) so that the company can shut it down if something like a virus happens to infect a computer on their network. We called non comcast provisioned hardware "rogue" hardware. The company used to allow non Comcast hardware on the network, but then decided to quickly halt that when just that exact situation with viri happened. They couldn't shut the connection down and as a result had a massive suit on their hands (well not that suits don't happen daily for them) because of multiple infected computers.
So as much as you'd like to use your own hardware, especially on the business class end of things, which most people here don't seem to be subscribed, it's simply not going to happen. If you think your gateway is going to pull some incredible speeds that Comcast's hardware can't, or won't, you're wrong. Comcast throttles people at 250gb and it is HARD to use that much data, I've tried. If you don't want a throttle, upgrade to business class. It's a bit more expensive by maybe 15%, but you won't have throttling issues.
The other issues with NAT aren't super easy to solve. Oh and Comcast doesn't charge for phone or chat tech support. They only charge when a tech drives out and sees that the problem isn't on their end. So many people simply fail to correctly and adequately troubleshoot network issues on their end. The tech plugs their laptop into the gateway, tests it, and if it works fine, then you just spend $100 for their time, fuel, vehicle usage, etc.
Comcast began charging that price as a copay for a doc visit. People would whine and call a tech out only to discover something as simple as a network cable not firmly seated was the cause. That gets pricey for a company.
I currently have 50d10u and was thinking about doing 100d. A cust support rep informed me a week ago that the cost was about $100 per month, but the install charge was $250, so I had the idea (don't know if it will work the way I would like it to) of attaching two 50d connections and bridging them into one 100d using an Airport Extreme router.
Comcast or any other company also can't really push more than 115d reliably (operative word) over coax. The technology is old, but the infra is cost prohibitive to implement fibre nationwide. If you don't believe it, look at google fibre, it's taking a while to go most places. It's taken 30 years to install the coax that's in place now. Fibre is even more costly, as it takes much more specialised installation, and modification.
There are bad techs or under educated techs just like in every company on earth. Comcast isn't the sole beneficiary of people like that. I've heard complaints and witnessed techs whom needed a lot more training than they had, or ones whom needed to stay off their phone whilst in class. The other part people don't understand is when customers call in and think they know what they want, and it takes them 10min. to really give a clear idea of it. Then they say they were on the phone "forever". Most of my calls were done in 4 min or less.
Clearly describe what you mean by "black box", Comcast has many. Make and model are super helpful even though they can be seen. Anomalies do arise, and we don't know why such as not having a gateway on the account, or not being able to see your account despite having all the info 100% correct. Don't expect Comcast to provide tech support for your experiment. If Comcast didn't issue it to you, they won't support it. It happened for years, and then people became angry that their hardware ceased to work after a month or two and of course Comcast was to blame because their techs didn't know the private name mfgr's hardware inside and out.
For business class which was the department I worked in. The gateways specifically the SMC docsis 3 gateways are mandatory for Comcast. There is absolutely no way of getting around it, and yes I've had multiple people whining about the fact that they bought an identical gateway from a store. Here's the reason why Comcast doesn't allow them, and it's actually a good reason.
The gateway has been tested, and retested (No, Comcast doesn't simply put a piece of hardware out there for mass use without knowing every piece of code and capability it has) so that the company can shut it down if something like a virus happens to infect a computer on their network. We called non comcast provisioned hardware "rogue" hardware. The company used to allow non Comcast hardware on the network, but then decided to quickly halt that when just that exact situation with viri happened. They couldn't shut the connection down and as a result had a massive suit on their hands (well not that suits don't happen daily for them) because of multiple infected computers.
So as much as you'd like to use your own hardware, especially on the business class end of things, which most people here don't seem to be subscribed, it's simply not going to happen. If you think your gateway is going to pull some incredible speeds that Comcast's hardware can't, or won't, you're wrong. Comcast throttles people at 250gb and it is HARD to use that much data, I've tried. If you don't want a throttle, upgrade to business class. It's a bit more expensive by maybe 15%, but you won't have throttling issues.
The other issues with NAT aren't super easy to solve. Oh and Comcast doesn't charge for phone or chat tech support. They only charge when a tech drives out and sees that the problem isn't on their end. So many people simply fail to correctly and adequately troubleshoot network issues on their end. The tech plugs their laptop into the gateway, tests it, and if it works fine, then you just spend $100 for their time, fuel, vehicle usage, etc.
Comcast began charging that price as a copay for a doc visit. People would whine and call a tech out only to discover something as simple as a network cable not firmly seated was the cause. That gets pricey for a company.
I currently have 50d10u and was thinking about doing 100d. A cust support rep informed me a week ago that the cost was about $100 per month, but the install charge was $250, so I had the idea (don't know if it will work the way I would like it to) of attaching two 50d connections and bridging them into one 100d using an Airport Extreme router.
Comcast or any other company also can't really push more than 115d reliably (operative word) over coax. The technology is old, but the infra is cost prohibitive to implement fibre nationwide. If you don't believe it, look at google fibre, it's taking a while to go most places. It's taken 30 years to install the coax that's in place now. Fibre is even more costly, as it takes much more specialised installation, and modification.
Problem Solved for Comcast Airport Issues
I had encountered the same problem. After 3 Days without wiFi the only thing that restored some functionality was Weaselboy's tip on Bridge-Mode. Many thanks for his feedback. The issue here is that while Bridge Mode got my MacBook online via wiFi it disabled wiFi for every other device we had (iPhones, Tablets, etc). After another day of drama, I have landed on the permanent fix and while this thread is a little dated, I hope it helps Apple Airport owners down the road who are knocked out by the Comcast Cable modem upgrade program. Here is the fix:
1. Get into your Airport Utility
2. Select your Device and hit Edit
3. Got to Internet Tab
4. Select Internet Options
5. Select Configure iPv6
6. Select Link-Local Only
7. Save. Update. Exit.
8. Your Done
I had encountered the same problem. After 3 Days without wiFi the only thing that restored some functionality was Weaselboy's tip on Bridge-Mode. Many thanks for his feedback. The issue here is that while Bridge Mode got my MacBook online via wiFi it disabled wiFi for every other device we had (iPhones, Tablets, etc). After another day of drama, I have landed on the permanent fix and while this thread is a little dated, I hope it helps Apple Airport owners down the road who are knocked out by the Comcast Cable modem upgrade program. Here is the fix:
1. Get into your Airport Utility
2. Select your Device and hit Edit
3. Got to Internet Tab
4. Select Internet Options
5. Select Configure iPv6
6. Select Link-Local Only
7. Save. Update. Exit.
8. Your Done
You need to do one of two things.... either figure out how to put the Comcast modem/router in bridge mode, or just put the Extreme in bridge mode.
You can set the Extreme to bridge mode using Airport Utility (screenshot below).
Thanks again Weaselboy, old post but helped me setup today
Your input is always appreciated
OK, I'm having an issue with Xfinity/Comcast setup in a new home. I bought a Arris Surfboard SB6121 cable modem (ethernet port only; no wifi built-in), which is listed as compatible on Xfinity's website. If I connect my MacBook Air to it using a MiniDisplay Port ethernet adapter, I can use the internet just fine. However, when I connect the modem to my AEBS-AC WAN port, the green light on the AEBS is solid and the Airport Utility is also green, but the modem ("Internet" in Airport Utility) is amber and there is no wifi through my MacBook Air's 802.11 AC. The AEBS has Bridge Mode set to off.
Does this mean I have to contact Xfinity to have them set something on the cable modem?
*** Update 1 ****
So I unplugged the AEBS power, then unplugged the modem power. I waited 2 minutes and powered up the AEBS, then 3 more minutes and powered up the modem. Now I have internet access by wifi from my MacBook Air, although the amber light is blinking on the AEBS. However, Airport Utility has blinking amber circle and 2 reported issues: No DNS Servers and Internet Connection. So, I'm online, but how do I resolve the 2 issues?
*** Update 2 ****
Now I've discovered that although my MacBook Air is connected by wifi, neither my iPhone 6 nor my MacBook Pro are able to connect to the AEBS wifi network. On the MBP, I have the gray wifi icon with an exclamation (!) in it. I suspect this is because of the No DNS Servers error in Update 1?
Thanks.
Does this mean I have to contact Xfinity to have them set something on the cable modem?
*** Update 1 ****
So I unplugged the AEBS power, then unplugged the modem power. I waited 2 minutes and powered up the AEBS, then 3 more minutes and powered up the modem. Now I have internet access by wifi from my MacBook Air, although the amber light is blinking on the AEBS. However, Airport Utility has blinking amber circle and 2 reported issues: No DNS Servers and Internet Connection. So, I'm online, but how do I resolve the 2 issues?
*** Update 2 ****
Now I've discovered that although my MacBook Air is connected by wifi, neither my iPhone 6 nor my MacBook Pro are able to connect to the AEBS wifi network. On the MBP, I have the gray wifi icon with an exclamation (!) in it. I suspect this is because of the No DNS Servers error in Update 1?
Thanks.
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Shut down the modem and the AirPort. Boot up the modem and allow for all lights to appear correctly. Then insert a paperclip into the reset hole on the back of the AirPort, plug it into power, and hold it until the status light blinks rapidly. Then release and reconfigure in AirPort Utility. You need the AirPort to be in DHCP & NAT mode for this to work. The SB6121 is a simple modem that I use myself at home and it simply passes one IP through to the router. The router then has the job of creating a local area network and assigning IPs.
Weselboy has it right:
To enable Bridge:
1. Go to http://10.0.0.1 in your browser
2. Logon: UserID: admin Password: password
3. Select Connect > Local IP Configuration
4. Select Bridge Mode: Enabled
5. In your System Preferences, select your previous WI-FI network name that was using the airport extreme.
This allows you to use your airport extreme. I was having problems with AirPrint, so I went back to using my airport extreme. Not sure why AirPrint and Bonjour wouldn't work with the xfinity modem.
To enable Bridge:
1. Go to http://10.0.0.1 in your browser
2. Logon: UserID: admin Password: password
3. Select Connect > Local IP Configuration
4. Select Bridge Mode: Enabled
5. In your System Preferences, select your previous WI-FI network name that was using the airport extreme.
This allows you to use your airport extreme. I was having problems with AirPrint, so I went back to using my airport extreme. Not sure why AirPrint and Bonjour wouldn't work with the xfinity modem.
No. OP is using a simple modem that acts as a bridge. Switching the AirPort to bridge mode would cause the network to stop working. Your steps only apply to an Xfinity provided modem.
It sounds like you are very knowledgeable on this. I unfortunately am not so I am hoping you can help me. I have just had Xfinity installed with a new modem. I previously had CenturyLink and was using my Airport Extreme with it and I am not sure exactly how it was set up. The installer set up the Comcast modem creating a new Comcast network. He indicated that he would need to bridge my existing Airport Extreme, but once he plugged it into the Airport Extreme that status light turned green so he said we would not need to do anything. When getting on my devices like my IPad I see both the Comcast network and the Airport network (which was called the same thing as my old CenturyLink network). I would prefer to go through my Airport since it is located centrally to the house rather than in the basement where my Comcast Modem is. My issue is there are times that my Airport network works fine and times it does not (speed near 0 MBPS when I check the speed). If I switch to the Comcast network, it is flying. Do you think there could be some issue with how I have the Airport set up where there is some interference at times with the Airport. I guess the primary question is how you would recommend I set up the Airport. I know it is currently is not in Bridge mode. Should I set it up in bridge mode and if so how do I do about doing it. Do I need to set up the IP address (when the Comcast installer left I made it to the screen you inserted above and when I changed the pull-down to select Bridge it said I needed to set something up)? Any Suggestions and recommendations would be greatly appreciated as I am starting to lean toward just using the Comcast network and not using the Airport at all. Thanks, DougYou need to do one of two things.... either figure out how to put the Comcast modem/router in bridge mode, or just put the Extreme in bridge mode.
You can set the Extreme to bridge mode using Airport Utility (screenshot below).
What model modem/router did they give you? If it is one of the 802.11AC models on this list, I see little reason to even mess with the Airport Extreme unless you have one of the newer tower shaped 802.11AC models and want to use it for wireless Time Machine backups.
Thanks for the quick response. They gave me a TG1682G which is one of the ones listed on the link you sent. It is a tower model. I don't use the Airport Extreme for wireless backups. I was on the phone with Comcast for another issue so I mentioned this one and they said they would put the modem on bridge mode that would shut off its wifi. Should I just call them back and have them take it off of bridge mode and just use the Comcast wifi - is that what you would suggest? Thanks, Doug
Yeah... I would just have them put their router back in non-bridge mode and sell the Extreme if you have no need for wireless backup.
Thanks - I really appreciate your input on this. Have a good Holiday, Doug
I am soon to be in this boat. I had the message from Comcast about upgrading my modem as the new one was faster. Of course I clicked OK, not realizing that it also had the built-in Wi-Fi.
I have the newer Airport Extreme tower and I like it and its apparent extended Wi-Fi capabilities. I plan to keep it that way.
I have no idea what modem they will be sending me and it seems it is a few weeks away.
So would I just have to put the Comcast modem in bridge mode and hook up the Airport Extreme as it is currently set up with my Ubee D3.0? Will this slow down the Airport Extreme in any way? Do I need Comcast to set this for me when it shows up? Is it as simple as calling and saying can you please set my modem to bridge mode or do I need more technical info (I don't know much about this stuff)? I really don't want the comcast network in here nor do I have any desire to create an xfinity wireless hotspot for anyone who wants to access it, so I just want my Aiport to handle stuff as it is doing now.
I have the newer Airport Extreme tower and I like it and its apparent extended Wi-Fi capabilities. I plan to keep it that way.
I have no idea what modem they will be sending me and it seems it is a few weeks away.
So would I just have to put the Comcast modem in bridge mode and hook up the Airport Extreme as it is currently set up with my Ubee D3.0? Will this slow down the Airport Extreme in any way? Do I need Comcast to set this for me when it shows up? Is it as simple as calling and saying can you please set my modem to bridge mode or do I need more technical info (I don't know much about this stuff)? I really don't want the comcast network in here nor do I have any desire to create an xfinity wireless hotspot for anyone who wants to access it, so I just want my Aiport to handle stuff as it is doing now.
The comcast modem cannot go in bridge mode because its being used to access your internet. Also keep in mind if you're getting a new cable modem from comcast, they'll be charging you a monthly fee for that. I personally own my cable modem.
If you're going to be have the comcast modem be your main router, then your airport express needs to be in bridge mode, not the comcast cable modem.
If you're going to be have the comcast modem be your main router, then your airport express needs to be in bridge mode, not the comcast cable modem.
I wanted to use the Airport Extreme as the main router as A) it is paid for and B) I have no desire to sell it and C) I have heard that it had better range than the Comcast wireless has from their modem. I just assumed when I got the message that they were sending me a faster modem, not one with built-in wi-fi. I don't want Comcast's wi-fi, nor do I really want two wi-fi signals going at the same time or to turn my house into a Comcast wireless hotspot.
Not knowing anything about this, I was under the impression that if one put the Comcast modem into bridge mode, it just disabled the wi-fi and made it act as a traditional modem. From your message that looks like it isn't the case.
I suppose I could always give the new modem back to Comcast when it arrives. I haven't even gotten the confirmation e-mail yet. Maybe I could still cancel it. I am already paying the leasing fee. It's like $10 a month I think.
All I want is a better modem with the Airport Extreme still handling my Wi-Fi network. Sounds like I have to buy a modem to do that? Any recommendations? It's an older Mac but still runs great. It's a Mac Pro 1,1 running 10.7.5
Your modem and Mac do not have anything to do with each other. To be honest with you, I would go ahead and ditch the Comcast modem all together and go buy your own modem. It is cheaper in the long run to buy a SurfBoard SB6183 or comparable modem with your AirPort than pay $10 a month to rent a piece of junk which they usually hand out.