New Comcast Cable Modem

7/28/2019 New Comcast Cable Modem

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START HERE

Easy Setup

GuideComcast High-Speed Internet

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Welcome!

Please follow the easysteps contained in thisguide to begin your

Comcast experience.

Whats Inside Your Kit 4-5

Connecting Your Service 6

Activating Your Service 7

Alternate Setup Instructions 8-9

Troubleshooting 10-12



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Whats Inside Your Kit

Self-Install Kit Components

Easy Setup Guide 3-ft Coax Cable

20-ft Coax Cable

2-way Splitter

Nail Clips

Included with Your Comcast ModemEvery modem manufacturer will include something different in their kits If you received

your modem from Comcast, it will include the following:

High-Speed Internet Modem

Ethernet Cable

Power Cord

If You Are Using Your Own ModemThe modem may also include a USB cable and a manufacturers USB driver installation

CD

NOTE: For the Comcast High-Speed Internet installation, you do not need a USB

cable or the manufacturers USB installation CD



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5

Whats Inside Your Kit

USB Cable*

High-Speed

Internet Modem

Power CordEthernet Cable

Coax Cables

(3 ft and 20 ft)

2-way

Splitter

Nail Clips

1

START HERE

Easy SetupGuideComcast High-Speed Internet

USB Driver

Installation CD*

* Your kit may or may not include the USB cable and driver installation CD You will not

need them for Comcast High-Speed Internet installation



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6

Connecting Your Service

Connecting the Cable Modem and Ethernet Cable

1 Turn off your computer

2 There are two coax cables included in this kit one long and one short Pick the

length that best fits your needs and connect one end to the cable wall outlet and the

other end to the modem CABLE IN

3 Ensure the modem power cord is connected to the modem and plug it into a power

outlet

4 Connect one end of the Ethernet cable to the computer and the other end to themodem

CableWall Outlet

High-SpeedInternet Modem

CoaxCable

EthernetCable

Coax Cable

Connection

Ethernet

Connection

Computer

ElectricalWall Outlet

3

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Activating Your Service

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Prior to activating your services, ensure the following:

Make sure your High-Speed Internet modem is connected and plugged in Close all applications on your computer, and disable anti-virus, anti-spam and

firewall software

Customer FeedbackIn an effort to continuously improve our customers self-installation experience, we

ask that you take a few minutes to complete our online customer satisfaction survey at

comcastcom/selfinstallsurvey

If you are having problems connecting to the Internet, try the

following:

Check that all of the connections on page 6 are secure

Unplug your modem from the wall, wait two minutes and plug it back in

Wait for the modem to reboot (the lights on the modem will illuminate and be

steady) this may take up to five minutes

Now try connecting to the Internet again

NOTE: Keep in mind that before you can set up your wireless router, youll have to

make sure that you can access the Internet through your new Comcast High-

Speed Internet modem

Activate

5 Access the Internet in whatever manner you normally use When you do

youll see some simple steps that will get you started

5 Follow these steps on the displayed screens and soon youll be enjoying

your new Comcast High-Speed Internet services



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Adding a New High-Speed Internet Modem to Your Digital

Voice Modem

If you currently receive Comcast High-Speed Internet service through the Digital

Voice Modem used for your phone, you will be disconnecting the Digital Voice Modem

from your computer and replacing it with your new high-speed Internet modem in this

package

This will help ensure that you get the fastest Internet speeds available for your new

service Please refer to page 9 for alternate setup instructions

NOTE: During the installation process, you will be disconnecting your Comcast Digital

Voice Modem While disconnected, you will be unable to make calls, including

911 calls, with your Comcast Digital Voice service You will be able to make

calls with your Comcast Digital Voice service once your Comcast Digital Voice

Modem is reconnected and installation is complete

Alternate Setup Instructions

CableWall Outlet

Splitter

High-SpeedInternet Modem

Digital VoiceModem

CoaxCable

CoaxCable Phone

Cord

CoaxCable

EthernetCable

Coax Cable

Connection

Ethernet

Connection

Phone

Jack

Phone

Computer



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Alternate Setup Instructions

Adding a New High-Speed Internet Modem to Your Digital

Voice Modem1 Unplug your Digital Voice Modem and computer from the power outlet

2 Disconnect your Ethernet cable from the Digital Voice Modem

3 Locate the coax cable coming from the wall outlet and disconnect it from the back

of the Digital Voice Modem

4 Connect the coax cable from the wall outlet to the single connector side of the two-

way splitter

5 Connect one end of the 3-foot coax cable to one port on the double connector side

of the splitter; connect the other end to the coax cable connection on the DigitalVoice Modem

6 Connect one end of the 20-foot coax cable to the other port on the double

connector side of the splitter; connect the other end to the coax cable connection

on the back of your high-speed Internet modem

7 Connect the other end of the Ethernet cable to your high-speed Internet modem

8 Make sure all connections are secure

9 Plug in your Digital Voice Modem, high-speed Internet modem and computer

10 Access the Internet in whatever manner you normally use When you do youll see

some simple steps that will get you started

11 Follow these steps on the displayed screens and soon youll be enjoying your new

Comcast High-Speed Internet services



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Troubleshooting

Problem Description of Problem Possible Solution

Incompatible

Network

Adapter

May occur when an Ethernet

adapter (NIC) was installed

previously in the computer, but

the physical device is missing

Click the Fix button on your

error screen to launch the

appropriate system control

panel along with context-

sensitive help

Disabled

Network

Adapter

May occur when an Ethernet

adapter (NIC) is present in the

system, but the adapter has

been disabled

Use the Fix button on your

error screen with context-

sensitive help to guide you

through enabling the adapter

Unknown

Network

Adapter

May occur if an Ethernet

adapter (NIC) is physically

present and detected, but

no drivers were installed

Windows will add this device to

the Other Devices section in

the Device Manager



appropriate control panel to

guide you through removing

the Unknown Device You

may have to reinstall the

adapter

Undetected

Network

Adapter

Your Ethernet adapter (NIC)

has been installed incorrectly

Windows was not able to

establish Transmission Control

Protocol/Internet Protocol

(TCP/IP) with the adapter

Call customer service at

1-800-COMCAST if the

Install Wizard fails to detect a

properly configured adapter

Missing Internet

Protocol

This scenario can occur if your

Ethernet adapter (NIC) is not

bound to Transmission ControlProtocol/Internet Protocol

(TCP/IP)



appropriate control panel toguide you in binding TCP/IP to

the network adapter

Configure

TCP/IP Failure

During testing of TCP/IP

configuration, there is an error

Failure during this step can

result from the Ethernet cable

not being plugged in and from

the cable modem not being

synchronized

Make sure your Ethernet

cable is plugged in; unplug

your cable modem from the

electrical outlet for 2 minutes,

then plug it back in It will take

5 to 10 minutes for the modem

to re-establish connection withthe network



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Troubleshooting

Problem Description of Problem Possible Solution

DNS Test Error The DNS test error is a server

failure to interpret Internet

Protocol correctly

Click the Retry button on the

bottom of the screen If Retry

does not resolve the error, call

customer service

Console-Only

Device

You have problems connecting

a gaming device to the high-

speed Internet service

Call Comcast to register the

device If you need to connect

more than two computers/

devices to the Internet,

call 1-800-COMCAST andask about Comcast Home

Networking

Installation

Stalled

The installation may stall if

other applications are running

on your computer

Check that all applications,

including firewalls, are shut

down



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Troubleshooting

Power Cycle Your Cable ModemThis is a simple reset of your modem that may restore connectivity

Unplug your modem from the wall, wait 2 minutes and plug it back in

Wait for the modem to reboot (the lights on the modem will illuminate and be

steady) this may take up to 5 minutes

Test the connection by trying several sites on the Web

If you have a Digital Voice Modem (if you have Comcast Digital Voice service, you

will have this unique cable modem), you can perform the same function by using the

Reset button on the back of the unit Release the Reset button and wait for the unit

to cycle Follow the same steps above to check connectivity

Checking Your Power and Connections

Make sure any power strips connected to your equipment are on and that you have

not lost power to your computer

Check that your coax cables are tightly connected to the cable wall outlet and your

computer

Check that your Ethernet cable is securely connected to the cable modem and your

computer

Restarting Your ComputerIf this does not restore your service, call 1-800-COMCAST or visit us at

comcastsupportcom/chat and a technician will assist you

Documents

New Comcast Cable Modem