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2.Troubleshooting

Comcast's "Contact Us" links:

1) Ask Comcast
# Interactive Q&A tool. Available 24 hours a day, 7 days a week.

2) Live Chat
# Available 24 hours a day, 7 days a week.

3) Ask the Comcast Community
# Post your question and get answers from fellow Comcast customers and moderators. Available 24 hours a day, 7 days a week.

4) E-mail Us
# We_Can_Help@cable.comcast.com
# If you did not find what you need through Live Chat or Ask Comcast, send them an e-mail & they will respond within 24 hours.

5) Phone
* Call 1-800-COMCAST (1-800-266-2278).
* Available 24 hours a day, 7 days a week.

6) Feedback: E-mail Rick

Additional Resources

# Twitter:
https://twitter.com/comcastcares
https://twitter.com/ComcastBill

Feedback received on this FAQ entry:
  • Re: Item No. 5 - might be helpful to mention that the Billing department is NOT open 24/7, nor is the Retention department. Thanks.

    2013-09-24 10:39:34



by Scott See Profile edited by sortofageek See Profile
last modified: 2009-03-29 13:44:53

The more information you have, the better off you are for helping to determine the nature and possible cause of your problem. Here is a list of information that can be very useful to a cable technician out on a trouble call:

1) Dates and times your service was 'down' or 'very slow' and related information such as the weather and outside temperature, if the problem seems to coincide with heavy wind, rain, heat or any other weather condition. If your cable service comes through underground lines, it can also be useful to know if there have been any changes in your neighborhood with landscaping, other utilities, road work, new development, etc.

2) Some questions that are useful to know the answers to are:
  • How did your original install go?
  • How long ago were you installed?
  • Did the installer run a brand new line just for your cable modem?
  • Have you changed the coaxial cable to your cable modem in any way? (Have you added a splitter, extension, changed the outlet location, etc.?)
  • Were there any changes in your TV service since your cable modem installation?
  • Have you noticed any problems with your pictures on any of your TVs?
  • Have you installed any internet, firewall, or network related software/devices since your cable modem installation?
3.A) If you are experiencing high ping times and/or packet loss, it is recommended to have the following documentation: A ping test to your service provider's default gateway, and a trace route to any internet web site. The ping test described below is an excellent indicator of how your -local- lines and service are doing.

3.B) To run a ping test, first determine the IP address of your default gateway. On windows PCs, this is done by typing 'winipcfg' or 'ipconfig' at a command prompt. Then follow it with the command:

ping #.#.#.# -n 250

(where the series of #.#.#.# is a representation of the numbers of your default gateway). If your average ping time after running 250 pings is less than 30ms, you don't have a problem in this regard. If your average ping time is higher than 30ms or your packet loss is greater than 2%, be sure to note the information in section 1) above.

3.C) To run a trace route on Windows PCs, open a command prompt and type:

tracert www.sitename.com

(where the www.sitename.com part is a representation of any internet site). If you notice timeouts or very high ping times (see above for indications of high ping times) en route to the web site, contact your service provider to find out if they have jurisdiction over the suspect server. If they do, your information could be used to aid technicians in diagnosing a problem. If it isn't one of your service provider's servers, there is nothing that they can do for you. If you get a message something like "Unable to resolve..." then either: the site simply doesn't exist/is currently down, or your TCP/IP configuration, NIC, and/or operating system may have some configuration problems.

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.

by Kylemaul See Profile edited by Johkal See Profile
last modified: 2008-11-01 14:45:54

Directions are OS specific.

•In Windows 9x, go to Start | Run, and type winipcfg. You should see the relevant information when 'PPP adapter' is selected in the dropdown box.

•In Windows 2000, open a Command Prompt (Start | Programs | Accessories). Type ipconfig /all and review the information listed under the network adapter connected to your modem.

•In Windows XP, go to Start | Run and type cmd to open a command prompt window. Type ipconfig /all and review the information listed under the network adapter connected to your modem.

•In Vista & Windows 7, go to Start | Search and type cmd to open a command prompt window. Type ipconfig /all and review the information listed under the network adapter connected to your modem.

*All; be advised that if you are using a home networking router, you will see the LAN lease length that is being provided by the router's built in DHCP server and not the WAN lease length being provided by Comcast's DHCP server. To see the WAN lease length, you can either connect a computer directly to the modem (you need to powercycle / reset the modem) and then issue that command or and / or in many router's you can see this info somewhere in its User Interface pages.

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.

Feedback received on this FAQ entry:
  • VERY helpful, helped me find the exact information I need!

    2009-12-08 07:33:13



by madylarian See Profile edited by Johkal See Profile
last modified: 2013-04-20 08:51:26

You will likely gain some good tips from this topic or this one.

by sortofageek See Profile
last modified: 2011-03-02 15:02:50

FAQ Content: If you have been unable to resolve your Comcast problem after exhausting all traditional methods of support. Please visit the help and support page for additional escalation assistance.


»customer.comcast.com/help-and-support


***Please do not post your complaint as feedback to the FAQs here. Do not post your personal identification info here. This site is not owned by Comcast. To contact Comcast, use the info provided above.



*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.




Feedback received on this FAQ entry:
  • Go to the top and contact comcast here. http://www.comcast.com/customers/feedback/default.cspx

    2014-01-04 15:14:25



by sortofageek See Profile edited by Johkal See Profile
last modified: 2013-11-17 09:44:14

First, reboot your modem and computer (and router if applicable). Test your connection.

Attempt to restore your network connectivity by releasing and renewing your IP address:


  • In Windows 9x: go to Start | Run, and type winipcfg. Click the Release All button, then click Renew All.

  • In Windows 2000: open a Command Prompt (Start | Programs | Accessories). Type ipconfig /release and then ipconfig /renew.

  • In Windows XP: go to Start | Run and type cmd to open a command prompt window. Type ipconfig /release and then ipconfig /renew.

  • In Vista: The only way to release the ip address at the command prompt is with admin access.
    From the Start Menu, enter cmd in the Search box, then press "Enter".
    Click "cmd" in list. Command Prompt displays.
    To view your IP address, at the command prompt, enter ipconfig, and then press "Enter".
    To release your IP address, at the command prompt, enter ipconfig/release, and then press "Enter".
    To renew your IP address, at the command prompt, enter ipconfig/renew, and then press "Enter".
    Click X to close the Command window.
    All steps complete.

    Test your connection.

If that fails, you will have to call comcast (1-800-COMCAST), and they will be able to help you.

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.

by File Quit See Profile edited by Johkal See Profile
last modified: 2008-11-01 14:48:45

Please see the FAQ in our Site Tools Forum.

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.

by sortofageek See Profile edited by Johkal See Profile
last modified: 2008-11-01 14:49:32

This is usually the result of faulty or overloaded DNS servers.

DNS servers provide the ability to translate alphanumeric internet addresses (ie. www.broadbandreports.com) into numeric addresses (ie. 209.123.109.175) so that they can be located across the Internet.

By default, Comcast automatically assigns you three DNS servers when your cable modem first connects to the Comcast network on power-up. Many users find their Comcast assigned DNS servers behave erratically and chose to manually configure their own.

If you would like to manually configure DNS servers, please refer to this FAQ topic for instructions on how to change your DNS server settings.

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.

by draven See Profile edited by Johkal See Profile
last modified: 2008-11-02 09:10:37

This is usually done just before work is performed on the network and is normal procedure. It may necessitate occasional ipconfig release/renew actions to maintain connectivity during this time.

*This FAQ is based on user knowledge from a volunteer core of BroadbandReports' members. This FAQ in no way constitutes official information from Comcast or any of its affiliates.

by madylarian See Profile edited by Johkal See Profile
last modified: 2008-11-01 14:49:19