Help with @home cable network!

[yos]

:frown:
I have a problem with my @home network and I'm pretty pissed. I was a self-install customer from Comcast@home and I hooked all my hardware up the way I thought I was supposed to. I called the support and they supposedly recored my information correctly. I found out later that the woman entered my MAC address with a couple extra zeros. But now that is supposed to be fixed, but I am still not connecting (my modem that is). The cable modem still just flashes it's lights at me. Anyway, my real question is, can anyone give me an explaination of what I have to do to configure my Linksys BEFSR41 for the comcast @home cable service? Do I even have to install their software? I think all they need is my computer to have is a specific computer name (which I put in to the 'router name' place in the router config). Also, I have all the specific info from them such as ip, subnet, gateway, domain, and dns (p and s). I know I'm not an idiot, I've been doing computer stuff (and work as a LAN Admin for a major company) for 4 years now and working on computers for 14 years. So can someone give me a quick boost on how to configure my router to work with the @home network?

Thanks... much appreciated...

Yos

p.s. A Comcast person has to come out to my house in 3 days to check my cable lines...so they say....

 

[jsbush]

Well did @home give you a static ip? or a dhcp? Are the 4 lights on your modem on?

 

[Wizkid]

First, make sure that you gave the @home people the MAC address of the ROUTER and NOT THE PC. Enable DHCP on the router (it's enabled by default I think) and then on the computers enable DHCP (autoconfig) for tcp/ip settings.

 

[yos]

Ok, first...
The 4 lights are NOT on. I need to get in contact with @home.
Second... it's a static IP address that I believe is assigned to the CABLE MODEM not my pc or the router.
DHCP is enabled. I believe they need the Computer name to make sure it is how it's supposed to be. I think I read that you put the computer name in the "router name" place in the router config. does that sounds right? has anyone else networked a few pcs with an 2home network and a Linksys BEFSR41?

 

[Wizkid]

Yes, you do put the computer name in the router name place. However, if the "Online" light on your modem isn't lit, then you need to contact @home.

 

[PrinceofWands]

OK....a few ground rules...

1. There are NO static IP's from ANY @Home service. Period. The only thing you have that will not change is your computer name. You can get your current info from tech support and use it fine static, but only if it doesn't change, which they can do at any time without telling you. It is a DHCP (sort of) network and all current info is designed to be obtained using your computer name to identify yourself to our network.

2. For self installs there is very little that will be done to help you unfortunately. While the individual MSO's (Comcast, AT&T etc.) may allow you to purchase your own equipment, @Home will NOT support them at all for any reason ever. We'll give you your computer name, ip, etc and we'll take from you your modem/router mac address and modem ip (if it has one) to provision the device but that's it. It's up to Comcast to correctly configure your device on the network, but there is no way to support it other than verify the information.

3. Never install the @Home software. Unless you are a masochist or a gambler you'll be disappointed as it's totally worthless.

The fix to your solution is simple, but expensive. Call tech support, make sure that the router is correctly provisioned on the network (mac address matches and so on) and that their network (Comcasts) is capable of having your type of device on it...many networks will not work with anything except a DOCSIS cable modem...most of them in fact. When you're certain that they have all of your information correct, call tech support again and get a truck roll scheduled. They'll probably charge you for it. Have the techs bring a modem and a laptop out the house. Have them provision the modem and set it all up. If the modem works then the problem is with the router. If the modem will not synch (get solid lights) then the problem is with the lines and/or node. Keep working with them.

When you are able to get synch using a provided cable modem, then have them pick that up and start working with the router again. Make absolutely certain that it is supported equipment on their network, give them the info and have it provisioned. Get your current name and ip and such and have at it. Unfortunately at that point you can no longer call @Home for help, only the router manufacturer.

Hope this clears things up, if you have questions feel free to post or email:

theprinceofwands@home.com

 

[yos]

Prince,
Thank you for you extensive post. I don't think there is a problem with my linksys router only because I havn't been able to test it! The modem and kit that I am using was sent out to me directly from comcast and it comsistented of a surf board sb3100 cable modem and all the wires to go with it. Cable company said they had recent problems with new modems syncing up with their network so they are sending someone out in 2 days. I have still not gotten an "online" light is 2 days. Let me see if I can write out how I think the network in my house should work... maybe someone could pick out my flaws...
1> Split the cable and connect one end to the cable modem
2> Cat5 from modem to Linksys BEFSR41 "Wan" port
3> Cat5 from either port 1,2,3, or 4 to NIC in my pc.
4> Make sure everything is plugged in am fire it up.
5> go into router config and specify "router name" (which is the computer name that @home gives me)and domain (which I believe is the "@home" workgroup)
6> enter in all specifics like IP and SUBNET and GATEWAY (Or can I have it obtain automatically???)
7> enable DHCP and configure for the number of pc's
8> shut everything down, then fire everything back up.
9> Make sure all settings in properties of network neighborhood are correct (which comp. name and workgroup????) and that the IP is obtained automatically.


Now, I think that is it. Does that make sense? I think that the cable modem and the computer name are the only things recognized by the cable modem service provider. so if I specified the MAC address of the Cable modem to Comcast, and I specified the computer name in the "router name" in the router config, I figured I would be ok. Does this sound right to anyone? I am trying to make sure so when they actually GET ME AN "ONLINE" LIGHT, I will be able to hook everything up smoothly.

All help is much appreciated.
Thanks...

Yos

P.s> can I include my yahoo mail address for people to write me??


According to the Linksys book and what I read for the

 

[yos]

Scratch that stuff at the bottom on the last post. the "According to the Linksys book" stuff and sorry for all the misspellings in my post, my fingers are freezing!!

 

[PrinceofWands]

Ok. Based on what you said and the research I did let me back up a bit. If you are using a router or switch or other device to share a connection, after your cable modem, then we don't want/need to know about it. In fact, using one is a violation of the AUP (acceptable use policy) and can get your service terminated. It won't actually, we don't care, but we say that so we don't have to help people make these things work .

What you need to have is a working cable modem. If your modem works and can get a pc online, without the router in the network at all, then @Home is done with you entirely. What you describe sounds technically correct, but we can't help you with it at all. With that in mind, let's look at the modem.

Is the Cable Modem working? Does it have lights on solid? If you hook your pc up to it, without the router, and configure your nic settings, does it connect? If so, then call Linksys. If not, then it's us, which I think it may be. If you called @home and gave them your router mac address they probably thought you were describing a personal modem and provisioned your service based on that.

Call tech support and make sure that your cable modem and not your router are provisioned for the account. When your modem works and you can get a pc online, only then should you hook up the router and start playing with it.

 

[yos]

Prince...
Once again, thanks for your input. I really do appreciate it. Ok, first, maybe I misunderstood, but I asked many questions of the support people BEFORE I subscribed to comcast@home and I specifically asked if I could have a home network and they said YES. I understand that I will receive NO tech support for my Linksys Router/Switch, but if I had a problem, I would have to bypass the network and go into one PC for tech support. If I misunderstood, I would like to be corrected because I do not want to do anything to comcast or the @home network that would be illegal or against policy. PERIOD. But as far as these networks inside the home, and AFTER the modem, I assumed it was ok, because I am still only receiving one IP and thus not increasing my alloted bandwidth at all. I think that the way I have it set is ok, but no, I do not have all solid lights. So are you saying that as soon as I get my modem to sync with the network, I should be set? if so, I would be greatly appreciated.
Thanks so much for all your help and information.

YoS

P>S> I never gave any MAC address other than the MAC on the back on the cable modem provided. is the MAC address on the router needed?

 

[shadow]

no, he just said no.

 

[bigshooter]

Princeofwands, my @home provider (cox@home omaha,ne) gave me an IP and it's been the same since I got it. It is true that they can change it, but they haven't in over two years, and I'm sure they would let me know if they did. I don't even use the computer name they gave me. Second if you read his original post you would have seen that he mentioned that his lights were all flashing.. i.e not connected to the network. This is a provider problem. I'm not sure what his exact modem looks like but you probably have lights that say power, cable, pc... or similar to that. If its not connected, the cable or online light flashes. Once this is fixed (you have nothing to do with that) just enter all your settings in you router like you would if you hardcoded your info in your computer. You may want to use computer name, but it shouldn't be necessary if you are inputting all the other info. Just put your IP, dns, and gateway in and you should be set. I haven't had my linksys router for a while, but it was really easy to set up. You just have to wait for the stupid cable people to get the butts in gear and fix your problem.

 

[PrinceofWands]

It sounds like you have the settings right, although I really have little experience with that router. Again, the only piece of hardware you should worry about with @Home or Comcast is the cable modem, the router is totally foreign to us. When the modem itself gets its lights on solid, you should be able to connect. If you can't I'd try bypassing the router and see if that works, just to identify the problem. It is very possible however to have solid modem lights and still not connect. In that case you may be looking at some long term troubleshooting.

You're right in a way...you 'can' have a home network set up and we won't look twice. And you can and should disconnect it to solve technical issues. However, using any method of getting more than 1 computer online simultaneously using @Home is a violation of policy. The idea behind it is to prevent someone in an 8 bedroom dorm house from putting 16 puters online all downloading 10 files from a warez site and dropping bandwidth for the neighborhood. As long as you don't run any servers, or hack or phreak anything, or use too large a portion of the node bandwidth you'll be fine. But Officially, if they wanted to raise heck...you must have 1 ip for every computer you wish online together. That's why you can purchase additional ip's from them. It's nothing to worry about, everyone does it, it's just not something you need to discuss with @Home or Comcast.

 

[BCYL]

PrinceofWands:

I too have a static IP from @Home... In fact, all @Home services in my area uses static IPs, and only recently are they planning to switch everyone to dynamic ones... However I have yet to receive any confirmation or instructions telling me to switch...

 

[PrinceofWands]

I can promise you absolutely that no matter what you were told by your MSO (that's the cable company) @Home has NEVER issued a true static IP. They don't change unless they need them or want them to, which doesn't happen very often, but they can change them whenever they want. It's the whole point of having a computer name which is how your business account is tied into your technical provisioning on the network. Only your computer name is guaranteed not to change...and even that can change in special cases, but unlike your other info we have to tell you if we are going to change it.

The misunderstanding here is that the local cable companies want to sell the service more than they want to train their sales rep's in it's rules...so they tell you what you want to hear. But the fact is it isn't the cable companies network, it's @Home's and they make the rules regarding IP assignment. Those rules are true for all the companies that use the @Home backbone, except @Work customers who operate under a different set of rules.

 

[Looney]

Ok, i'm not too adept at networking, but i've had @home for 4 yrs approaching 5 now, so i think i have some experience.

You MAY have been given a static ip, like i was when i first started the service 4-5 yrs ago, but the ip can change at any time if @home ever wishes it. You can connect to @home either with the IP or with the @home computer name they provided. I use the @home computer name, because incase they do change it on me for whatever reason (which they did 2 yrs ago), i won't be pulling my hair out trying to figure out what went wrong.

yos, you said you don't have solid lights, then it's @home... call and see if they could sense your modem and computer, if they can't, then something is wrong at their end (which they can't because your modem doesn't appear to be connecting)... if you call and tell them that you don't have solid lights, then they'll know automatically that it's their end.

 

[yos]

Hey Everyone...

 

[yos]

Hey Everyone...
(Sorry about that last message)
Thanks to everyone who wrote. The cable company is coming out tomorrow to check the cable lines. That is what they think is the problem. After that, I should have the answers. Thanks to everyone. I will post the final result when I get everything finished.

-Yos

 

[yos]

THANKS EVERYONE!
I am finally up and running...
Thanks for all your help...

-Yos