Basic Internet Connectivity And Modem Help

[Valethar]

Greetings,

I just moved into a new place, and upgraded to the Triple Play service. Since the hardware, etc.. was installed approximately 6 weeks ago, I've been unable to access my financial institution's website from home. Prior to the move, with the old cable modem, I had no problems.

Regardless of which browser or OS I use, I simply cannot get past the logn screen. Firefox complains the connection was reset, MSIE complains that the page cannot be loaded, etc..

I've spent the past two weeks troubleshooting this with the bank, and we've come to the conclusion that it's something to do with Comcast, as I have no issues connecting if I do so from anywhere but at home.

We've flushed DNS, dumped cookies, triple checked settings, etc..  Nothing changes the behavior.

I've seen some threads mentioning issues with this specific gateway model. Did Comcast push out a batch of defective units? Is this a firmware or patch issue that we're waiting on?

I tried calling 'customer service' once already. That was a mistake. Apparently they're not trained to handle technical questions that don't follow prompts on a screen.

Anyone able to shed some light on this?

[BruceW · Accepted solution]

What you describe sounds a lot like this thread: http://forums.comcast.com/t5/Home-Networking-and-Router-Help/Problem-with-Arris-TG862G-CT/td-p/12818.... Are you connecting to the Arris with an Ethernet cable? Can you reach the blocked site wirelessly?

Placing the TG862 in bridge mode might fix the problem, but for now the only sure cure is to replace the device. Comcast might be willing to help you with that: see http://mydeviceinfo.comcast.net/device.php?tier=-1&devid=318&e=0&d3=0&s=&so=&sc=280.

[EG]

For curiosity, are you using the Comcast's automatically provided DNS servers or some third party ones such as the Google or the OpenDNS offerings ?

[Valethar]

Bruce,

Via ethernet. The Pc's in the house are all towers with no wireless receivers. I don't have a laptop or other wireless device to try the wireless option.

I'll check the threads you posted and see what I can get done.

On a totally unrelated note, my TV set top box just died. Seems I got all the broken equipment from them this time around. Time to call about that one too.  LOL

Thanks for the help!

[Valethar]

EG,

I'm connecting via the default DNS servers.

[kab1]

Valethar,  I have the same problem as you do with this Arris gateway.  See the link to my thread above.

If you put the gateway in bridge mode you will be able to access your bank account.  Also, I know this

might sound strange but if you have your wireless network set up with this gateway you will be able to

connect to your bank account with your cell phone.  I have talked to a level 3 tech with Comcast

and this is a known problem with this gateway.  He said this week they are meeting with Arris

reps to fix the problem.  He thinks it will be a firmware update but the only problem with that is

it might take a few weeks.

[Valethar]

So I finally got to talk to someone on the phone today.  I wasn't particularly encouraged by the call.

We tried several things to get this resolved, nothing worked.

-       Device placed in bridge mode.  No effect.

-       Device power cycled. No effect. 

-       Computer plugged directly into the device via Ethernet. No effect.

-       Router connected to device via Ethernet, computer connected to router. No effect.

-       Deleted cookies and temp internet files. No effect.

-       Device was ‘reset’ as instructed by rep, call was disconnected (at least he called back!) No effect.

Rep called back, set up support ticket. Until I called, he’d never heard of this issue, and there was nothing in his system when he looked for it that addressed the issues with this device.

Conclusion: Comcast doesn’t have a freaking clue.

In a twisted bit of irony, while attempting to access the Comcast website to view the bill and get a status update on the dead TV box, I encountered the same issues I have with the bank and other secure sites.

I hope they get this ironed out sooner rather than later. This is ridiculous.

[BruceW]

Comcast should replace the TG862.

If you're feeling generous you could borrow a laptop and and an Ethernet cable and see if you get the same results.

Or you could skip that step and just tell Comcast to replace the gateway with another, or better yet, replace it with a straight telephony cable modem (eMTA) instead of a gateway. You could then add a router of your own choosing if you so desire.That way you wouldn't have to deal with the crippled gateway devices Comcast provides.

Since you're having trouble getting results using the standard channels, if you haven't already, try sending an email to we_can_help@cable.comcast.com explaining your situation. Include:

  Account number
  Your full name
  Service address
  Account phone number and best number and time to call
  A link to your post

Good luck, and please keep us posted.

[Baric]

I have to agree, get it bridged and use your own router.  Comcast's svck...

[Valethar]

I tried to get it bridged. Nothing changed.  Either the tech on the phone didn't do it right, or the gateway is just totally borked.

Going to try the email address mentioned above. Currently playing phone tag with techs that won't leave callback numbers and leave messages stating they'll try me again later. Guess they don't realize the rest of us have jobs too and aren't sitting at home 24/7 waiting on them.

[kab1]

I'm surprised.   When they put my Arris gateway in bridge mode it worked perfectly. I am able to login to my bank website.

[Forums1]

                              PLEASE DELETE

[Valethar]

I'm fairly certain it's not an IP address issue, or at least as far as I can tell it's not.  MSIE will occasionally get past the login screen at the Harborsone website and show me the account summary page. Most of the time, most of the elements on the page are missing, and clicking any link that might survive the process just results in the dreaded 'cannot display this page' error, which seems to be the typical result of the TG862 firmware bug.

I'm somewhat surprised that the bridge mode change didn't work. I know for certain that the router I have is fine, as it's the one I used before the move, and it's working fine now.

So far, the only person that's even been reliable is the gentleman that provided my new set top box to replace the one that died Sunday. I'm still in the process of getting that one to activate. So far, every attempt simply places it in 'standby' mode.

Took me less than five mnutes to get the box after my number was called, but now I'm wondering if this one is jinxed as well.

I still haven't heard back from Comcast Support, despite a phone message yesterday stating someone would call me back today. An email I send prior to creating this thread has also gone unasnwered, despite their promise of a 24 hour turnaround. It's after 5pm on a Friday, so I don't expect anyone to bother. I think I'll just go ahead and fire off the email that Bruce mentioned. It certainly can't hurt at this point.

Ironically enough, the Comcast computer system seems to think that my Internet and Voice aren't yet activated, despite my ability to use the net and make phone calls. Even their computer system doesn't know what it's doing.

[Valethar]

Finally got a call back. Spoke to a rep who actually seemed to know what was going on.

This time, we were actually able to put the gateway into bridge mode. I noticed a change immediately,other than my PC going bananas when the connection reset.

When I spoke to the rep I called a couple of days ago, I was watching the TG862 for changes, and nothing happened thoughout the entire process. Tonight, the WiFi indicator went out, and now I appear to be able to access the sites I was having issues with before.

The rep still set up a service call for me for the 5th, as he wanted to be sure the device continues to behave itself.

I think we may be able to lock this one into the 'solved' column. My thanks to everyone who helped me get this sorted out.

[jlivingood]

See the device alert @ http://mydeviceinfo.comcast.net/device.php?tier=-1&devid=320&e=0&d3=0&s=&so=&sc=0

[Valethar]

That's the same information that's listed in the second post in the thread.

I'm not using a 3rd party DNs service, which according to the page linked is what they think is the problem with the device. Might be worth noting somewhere that the problem is not limted to just the 'small number of users using 3rd party DNs services' that is mentioned on that page.

I may still have the gateway replaced however. Though I can now access the sites I was having issues with, the gateway device frequently goes offline and/or resets itself with no warning.

---

jlivingood wrote:

See the device alert @ http://mydeviceinfo.comcast.net/device.php?tier=-1&devid=320&e=0&d3=0&s=&so=&sc=0

---

[jlivingood]

---

Valethar wrote:

That's the same information that's listed in the second post in the thread.

I'm not using a 3rd party DNs service, which according to the page linked is what they think is the problem with the device. Might be worth noting somewhere that the problem is not limted to just the 'small number of users using 3rd party DNs services' that is mentioned on that page.

I may still have the gateway replaced however. Though I can now access the sites I was having issues with, the gateway device frequently goes offline and/or resets itself with no warning.

---

Then let me be more direct: Please email  we_can_help@cable.comcast.com and ask them to replace your TG862. 

[joshkirk]

So I had the same problem. I was trying to go to Paypal.com and it would loop me around and around and never let me in. But, if I went on my phone, I had no problemes loging in. Anyway, I did this:

DELETE ALL COOKIES, AND HISTORY.

Then everything worked no problem. I think I understand why this happened. I used to go to paypal.com when I had the old router, it must have saved some information in the cookie... Then when I got this New router (Arris TG862) it thought I was someone different... anyway, deleting them made it so I can access the site again. Yippy!

[Froberts12]

Yes, I have been trying for nearly 2 weeks without success. I tried a new modem of the same model, no help. Have been on phone with customer service for hours until total frustration took over and I couldn't. stand it any longer. Finally a tech will be over Sunday to see if he can fix this problem. Oh, and yes I can access all my secure sites on other computers. "IMAGINE THAT'

[EG]

Eight month old marked solved thread closed.