Troubleshoot Comcast Business Private WiFi

Updated 5/26/2016 2:09:26 AM by Comcast Expert
Email

Introduction

Follow these instructions if you are having connectivity issues with your Business Private WiFi network.

Note: Business Customer Support will only support issues related to a Comcast-provided Netgear router.

This article applies to the Netgear N300 wireless router. Information on the Cisco Business Wireless gateway device can be found here.

Jump directly to:

Cannot connect to the wireless network
Cannot surf connected to the wireless network
Unable to access network drives

Cannot Connect to the wireless network / SSID not broadcasting

  1. Step 1:

    Validate that the WiFi router is plugged into a working outlet and that the wireless (wifi) LED on the front panel is on:

    Solid blue: the wireless radio is operating.

    Off: the wireless radio is off.

  2. Step 2:

    If it is off, press and hold the wireless (Wi-Fi) button on the back of the router for about 5 seconds, then check the LED again.

    If the LED device is not solid blue, unplug the wireless router, wait 10 seconds and re-connect to the power source, push the wireless on/off. If the LED is not blue, the device will need to be replaced. Contact Business Customer Support at 1-800-391-3000 to have the device replaced.

  3. Step 3:

    Validate that the SSID is listed in the available wireless networks on your device.

    If the SSID is not listed, ensure you are located within range of the wireless router

    If you are within range of the Wireless router, refresh the WiFi manager on your device

    If the SSID is still not in the available wireless networks, attempt to connect on another device. If another device is able to view the SSID, the issue is likely with your device. Please reach out to your device manufacturer.

    If the SSID is not in the available network list of a second device, sign in to the Router Genie to ensure the SSID is set to broadcast. For step by step instructions on validating SSID broadcasting, please read the Change SSID section in Set up and manage your Comcast Business Private WiFi Netgear router.

    If the SSID is set to broadcast, determine if there are other devices connect to the network. For additional information, please read the Viewing connected devices article. If other devices are connected to the wireless network, the issue is likely with your device. Please reach out to your device manufacturer.

    If there are no devices connected, powercycle the Gateway modem and Netgear router. You should also refresh the WiFi manager on your device.

    If the SSID is still not broadcasting,  factory reset the Netgear wireless router. Note: Factory resetting the router will remove all customer settings that may have been configured on the device, including AP mode.

    After factory resetting the device, change your admin password, SSID name, passphrase, enable SSID broadcasting and Configuration to AP mode. If the SSID is still not broadcasting, the device will need to be replaced. Contact Business Customer Support at 1-800-391-3000 to have the device replaced.

  4. Step 4:

    Attempt to re-connect to the SSID and ensure you enter the security passphrase. If you do not know the security passphrase, contact your router administrator. If you are the administrator, sign in to the device to obtain the security passphrase.

  5. Step 5:

    If you are unable to connect, attempt to connect on another device. If another device is able to connect, the issue is likely with your device. Please reach out to your device manufacturer.

  6. Step 6:

    Launch a browser window from the computer or wireless device that is connected to the router.

  7. Step 7:

    Determine if there are other devices connected to the network. For additional information, please read about Viewing connected devices. If other devices are connected to the wireless network, the issue is with your device. Please reach out to your device manufacturer.

    If there are no devices connected, powercycle the Gateway modem and Netgear router. You should also refresh the WiFi manager on your device.

    Attempt to connect. If you are unable to connect, please factory reset the Netgear wireless router. Please note that factory resetting the router will remove all customer settings that may have been configured on the device, including AP mode.

  8. Step 8:

    After factory resetting the device, walk through changing your admin password, SSID name, passphrase, enabling SSID broadcasting and Configuration to AP mode. If you are still unable to connect, the device will need to be replaced. Contact Business Customer Support at 1-800-391-3000 to have the device replaced.

Cannot surf connected to the wireless network

Determine if the issue is with a single device or all devices.

Single device unable to surf

  1. Step 1:

    Ensure that you are connected to the correct wireless network and have internet connectivity.

  2. Step 2:

    Once connection is confirmed, refresh the WiFi manager on your device. If you are still unable to connect, the issue is with your device and you should reach out to your device manufacturer.

All devices unable to surf

  1. Step 1:

    Direct connect to the Netgear router.

    If you can surf while directly connected to the Netgear Router, refresh the WiFi manager on your device and attempt to surf wirelessly. If you are unable to surf wirelessly, factory reset the wireless router. Note: Factory resetting the router will remove all customer settings that may have been configured on the device including AP mode. If after factory resetting the wireless router all devices are unable to surf wirelessly, please contact Business Customer Support at 1-800-391-3000 to have the router replaced.

    If you are unable to surf while directly connected to the Netgear router, direct connect to the Comcast Gateway. Remove the Ethernet cable from the Netgear router and connect it to computer. If you are still unable to surf while directly connected to the Comcast Gateway, please contact Business Customer Support at 1-800-391-3000 for additional assistance.

    If you can surf directly connected to the Comcast gateway, powercycle all devices.

    Turn off and unplug the Gateway modem.

    Turn off the router and computers.

    Plug in the Gateway modem and turn it on. Wait 2 minutes.

    Turn on the router and wait 2 minutes.

    Turn on the computers, laptop or smartphone

    Attempt to surf directly connected to the Netgear Wireless Gateway.

    If you are still unable to surf while directly connected, factory reset the Netgear router. Note: Factory resetting the router will remove all customer settings that may have been configured on the device including AP mode. If after factory resetting the device you are still unable to surf while directly connected or wirelessly,  please contact Business Customer Support at 1-800-391-3000 to have your router replaced.

    If you can surf directly connected to the Netgear router, refresh the WiFi manager and attempt to connect wirelessly. If all devices are unable to surf wirelessly, please contact Business Customer Support at 1-800-391-3000 to have the router replaced.

Unable to access network drives

If you are unable to access network drives while connected to the wireless network it is likely due to the Netgear router being configured to NAT over NAT. NAT over NAT provides a simple solution to for employees to get to the Internet but it does not grant seamless access to the Business internal network. In order for the customer to have access to their internal network, they must configure the Netgear router to AP Mode.

  1. Step 1:

    Direct connect to the router.

  2. Step 2:

    Launch a browser window from the computer.

  3. Step 3:

    Type http://www.routerlogin.net or http://www.routerlogin.com in the Address field.

  4. Step 4:

    Enter the admin username and password.

  5. Step 5:

    If you do not remember the admin password and you have previously set up Password recovery:

    When the login window launches select Cancel. This will initiate the password recovery process.

    how6846-wifi_troubleshoot1

    Answer the security questions and answers. If you are unable to answer the security questions or you do not have password recovery enabled, the router will need to be factory reset. Note: Advise customer that factory resetting the router will remove all customer settings that may have been configured on the device including AP mode.

  6. Step 6:

    how6883-wifi_troubleshooting_3

    Select Advanced > Advanced Setup > Wireless AP.

  7. Step 7:

    how6883-wifi_troubleshooting_3

    Select the Enable Access point Mode checkbox and then select Apply.

Was This Article Helpful?

Rate this article on a scale of 1-5

Didn't find what you're looking for?

Related Articles

» More about Business Internet Help and Support