SMC Networks → Comcast Workplace vs. ADT DVR

I have a customer who needs to use her laptop (T-Mobile Connection) to view her cameras that are being fed to an ADT DVR unit. She is using a Comcast Workplace connection with a static IP address and a SMC Networks SMC8013 Cable Gateway that was supplied by Comcast. I have worked with both Comcast and ADT for hours to get her the ability to view the cameras remotely but this was in vain. We can connect my laptop to the CAT5 cable to view the DVR locally, but when you config the software to look for the DVR on the static IP that was assigned to her it states connection has timed out. I can ping the gateway with success, however there is another twist. The static IP that was assigned to her is not what shows up in the gateway's config setup and when you go to ipchicken.com it doesn't show what was written on the work order. We have tried both IPs with no success. We have tried port forwarding on the gateway with no success. How do I get her laptop to connect to that gateway so that the software will see that DVR on her network?

Comcast actually assigns two static IP addresses for Comcast Workplace. One is for the modem itself, one is for the customer's network. Use the wrong one and things don't work, as my office found out the hard way.

Other than that it should just be a matter of setting the forwards in the 8013 properly.

That makes more sense! The gateway had an IP of 74.XX.XX.XX and the IP that was written on the workorder had an IP of 70.XX.XX.XX. So when we ran the IP check on ipchicken.com and it came back as 74.XX.XX.XX it was actually the IP of the gateway. Her assigned static IP was 70.XX.XX.XX.