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Find answers to common questions regarding Business Ethernet services

Updated 9/15/2017 4:24:41 PM by Comcast Expert
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Introduction

To learn more about Comcast Business Ethernet services, please visit our Ethernet video library. The series includes Comcast employees from across the country explaining various concepts such as DNS, IPv6 and how to troubleshoot an Ethernet Dedicated Internet circuit.

If you need help with any of your Ethernet services beyond what's covered below, the Enterprise Customer Care team is standing by to assist you. Technical support is available 24 hours a day, 7 days a week at 1-800-741-4141.

Just looking for some basic information? Please read our Business Ethernet services overview.

Frequently Asked Questions

I have connected my equipment to the Comcast port for the first time and it’s not working. Who do I call for assistance?

If you connected your equipment and have not scheduled the port to be activated, please contact the Comcast Test and Turn-Up team at 1-877-742-5103 Monday through Friday from 8:00 AM to 10:00 PM, ET. All customer connections to Comcast service must be scheduled in advance to avoid operational issues.

 

Who do I contact if I have an issue or question regarding my Ethernet service after initial acceptance of service?

Please contact Enterprise Customer Care at 1-800-741-4141.

 

Who do I contact if I have a question regarding my Ethernet bill?

Please email enterprise_billing@cable.comcast.com for billing support questions.

 

What information do I need to report a service issue to the Enterprise Customer Care team?

To identify your account, please provide your company name, customer account number, or a circuit ID. Please be prepared to provide the location of the problem (if it is site-specific), the service that is affected, a description of the problem and the IP address of the affected equipment (if applicable).

 

Do I need to inform Comcast if I make changes to my systems that are connected to a Comcast Business Ethernet service?

No, maintaining customer networks and systems is the responsibility of the customer. However, if a problem develops after you have made a change, please contact us and provide information about the change to the Customer Care representative when reporting the problem.

 

Do I need any special ethernet cables or adapters to plug into my equipment?

In the majority of applications, the cable should be a straight ethernet cable. No special cables are needed.

 

Where can I find network information (IP blocks, gateways, subnets, DNS, etc.) for my Ethernet Dedicated Internet service?

Typically, you will receive two separate IP blocks. The IP blocks for the Ethernet Dedicated Internet service (EDI) are split into two separate blocks, a point-to-point block and a customer-allocation block. The point-to-point block is used to connect the WAN interface on your Layer 3 device to the Comcast switch, and the customer allocation block is for your LAN interface. The point-to-point (P2P) block connects the outgoing interface of your equipment to the Comcast network. For example if you are given a P2P block of 50.100.100.100/30, your interface IP will be set to 50.100.100.100 + 2 = 50.100.100.102, and the gateway IP will be set to 50.100.100.100 + 1 = 50.100.100.101. The subnet mask for a /30 P2P block is 255.255.255.252.

The customer-allocation block is the set of IPs that you ordered and will vary on size depending on what was requested. Comcast routes your customer-usable range over the P2P connection. For example if you are given a /28 customer-allocation block there are 14 usable hosts. If your customer-allocation block is 50.100.100.160/28 you will need either a default or static route out to the P2P gateway IP and subnet for each of the usable IPs, in this example 50.100.100.161-50.100.100.174. Your project manager will send you your assigned IP information. You can also call Customer Care to obtain your assigned IP information.

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