new comcast cable modem
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START HERE
Easy Setup
GuideComcast High-Speed Internet
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Welcome!
Please follow the easysteps contained in thisguide to begin your
Comcast experience.
Whats Inside Your Kit 4-5
Connecting Your Service 6
Activating Your Service 7
Alternate Setup Instructions 8-9
Troubleshooting 10-12
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Whats Inside Your Kit
Self-Install Kit Components
Easy Setup Guide 3-ft Coax Cable
20-ft Coax Cable
2-way Splitter
Nail Clips
Included with Your Comcast ModemEvery modem manufacturer will include something different in their kits If you received
your modem from Comcast, it will include the following:
High-Speed Internet Modem
Ethernet Cable
Power Cord
If You Are Using Your Own ModemThe modem may also include a USB cable and a manufacturers USB driver installation
CD
NOTE: For the Comcast High-Speed Internet installation, you do not need a USB
cable or the manufacturers USB installation CD
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Whats Inside Your Kit
USB Cable*
High-Speed
Internet Modem
Power CordEthernet Cable
Coax Cables
(3 ft and 20 ft)
2-way
Splitter
Nail Clips
1
START HERE
Easy SetupGuideComcast High-Speed Internet
USB Driver
Installation CD*
* Your kit may or may not include the USB cable and driver installation CD You will not
need them for Comcast High-Speed Internet installation
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6
Connecting Your Service
Connecting the Cable Modem and Ethernet Cable
1 Turn off your computer
2 There are two coax cables included in this kit one long and one short Pick the
length that best fits your needs and connect one end to the cable wall outlet and the
other end to the modem CABLE IN
3 Ensure the modem power cord is connected to the modem and plug it into a power
outlet
4 Connect one end of the Ethernet cable to the computer and the other end to themodem
CableWall Outlet
High-SpeedInternet Modem
CoaxCable
EthernetCable
Coax Cable
Connection
Ethernet
Connection
Computer
ElectricalWall Outlet
3
42
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Activating Your Service
7
Prior to activating your services, ensure the following:
Make sure your High-Speed Internet modem is connected and plugged in Close all applications on your computer, and disable anti-virus, anti-spam and
firewall software
Customer FeedbackIn an effort to continuously improve our customers self-installation experience, we
ask that you take a few minutes to complete our online customer satisfaction survey at
comcastcom/selfinstallsurvey
If you are having problems connecting to the Internet, try the
following:
Check that all of the connections on page 6 are secure
Unplug your modem from the wall, wait two minutes and plug it back in
Wait for the modem to reboot (the lights on the modem will illuminate and be
steady) this may take up to five minutes
Now try connecting to the Internet again
NOTE: Keep in mind that before you can set up your wireless router, youll have to
make sure that you can access the Internet through your new Comcast High-
Speed Internet modem
Activate
5 Access the Internet in whatever manner you normally use When you do
youll see some simple steps that will get you started
5 Follow these steps on the displayed screens and soon youll be enjoying
your new Comcast High-Speed Internet services
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Adding a New High-Speed Internet Modem to Your Digital
Voice Modem
If you currently receive Comcast High-Speed Internet service through the Digital
Voice Modem used for your phone, you will be disconnecting the Digital Voice Modem
from your computer and replacing it with your new high-speed Internet modem in this
package
This will help ensure that you get the fastest Internet speeds available for your new
service Please refer to page 9 for alternate setup instructions
NOTE: During the installation process, you will be disconnecting your Comcast Digital
Voice Modem While disconnected, you will be unable to make calls, including
911 calls, with your Comcast Digital Voice service You will be able to make
calls with your Comcast Digital Voice service once your Comcast Digital Voice
Modem is reconnected and installation is complete
Alternate Setup Instructions
CableWall Outlet
Splitter
High-SpeedInternet Modem
Digital VoiceModem
CoaxCable
CoaxCable Phone
Cord
CoaxCable
EthernetCable
Coax Cable
Connection
Ethernet
Connection
Phone
Jack
Phone
Computer
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Alternate Setup Instructions
Adding a New High-Speed Internet Modem to Your Digital
Voice Modem1 Unplug your Digital Voice Modem and computer from the power outlet
2 Disconnect your Ethernet cable from the Digital Voice Modem
3 Locate the coax cable coming from the wall outlet and disconnect it from the back
of the Digital Voice Modem
4 Connect the coax cable from the wall outlet to the single connector side of the two-
way splitter
5 Connect one end of the 3-foot coax cable to one port on the double connector side
of the splitter; connect the other end to the coax cable connection on the DigitalVoice Modem
6 Connect one end of the 20-foot coax cable to the other port on the double
connector side of the splitter; connect the other end to the coax cable connection
on the back of your high-speed Internet modem
7 Connect the other end of the Ethernet cable to your high-speed Internet modem
8 Make sure all connections are secure
9 Plug in your Digital Voice Modem, high-speed Internet modem and computer
10 Access the Internet in whatever manner you normally use When you do youll see
some simple steps that will get you started
11 Follow these steps on the displayed screens and soon youll be enjoying your new
Comcast High-Speed Internet services
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Troubleshooting
Problem Description of Problem Possible Solution
Incompatible
Network
Adapter
May occur when an Ethernet
adapter (NIC) was installed
previously in the computer, but
the physical device is missing
Click the Fix button on your
error screen to launch the
appropriate system control
panel along with context-
sensitive help
Disabled
Network
Adapter
May occur when an Ethernet
adapter (NIC) is present in the
system, but the adapter has
been disabled
Use the Fix button on your
error screen with context-
sensitive help to guide you
through enabling the adapter
Unknown
Network
Adapter
May occur if an Ethernet
adapter (NIC) is physically
present and detected, but
no drivers were installed
Windows will add this device to
the Other Devices section in
the Device Manager
Use the Fix button on your
error screen to launch the
appropriate control panel to
guide you through removing
the Unknown Device You
may have to reinstall the
adapter
Undetected
Network
Adapter
Your Ethernet adapter (NIC)
has been installed incorrectly
Windows was not able to
establish Transmission Control
Protocol/Internet Protocol
(TCP/IP) with the adapter
Call customer service at
1-800-COMCAST if the
Install Wizard fails to detect a
properly configured adapter
Missing Internet
Protocol
This scenario can occur if your
Ethernet adapter (NIC) is not
bound to Transmission ControlProtocol/Internet Protocol
(TCP/IP)
Use the Fix button on your
error screen to launch the
appropriate control panel toguide you in binding TCP/IP to
the network adapter
Configure
TCP/IP Failure
During testing of TCP/IP
configuration, there is an error
Failure during this step can
result from the Ethernet cable
not being plugged in and from
the cable modem not being
synchronized
Make sure your Ethernet
cable is plugged in; unplug
your cable modem from the
electrical outlet for 2 minutes,
then plug it back in It will take
5 to 10 minutes for the modem
to re-establish connection withthe network
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Troubleshooting
Problem Description of Problem Possible Solution
DNS Test Error The DNS test error is a server
failure to interpret Internet
Protocol correctly
Click the Retry button on the
bottom of the screen If Retry
does not resolve the error, call
customer service
Console-Only
Device
You have problems connecting
a gaming device to the high-
speed Internet service
Call Comcast to register the
device If you need to connect
more than two computers/
devices to the Internet,
call 1-800-COMCAST andask about Comcast Home
Networking
Installation
Stalled
The installation may stall if
other applications are running
on your computer
Check that all applications,
including firewalls, are shut
down
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Troubleshooting
Power Cycle Your Cable ModemThis is a simple reset of your modem that may restore connectivity
Unplug your modem from the wall, wait 2 minutes and plug it back in
Wait for the modem to reboot (the lights on the modem will illuminate and be
steady) this may take up to 5 minutes
Test the connection by trying several sites on the Web
If you have a Digital Voice Modem (if you have Comcast Digital Voice service, you
will have this unique cable modem), you can perform the same function by using the
Reset button on the back of the unit Release the Reset button and wait for the unit
to cycle Follow the same steps above to check connectivity
Checking Your Power and Connections
Make sure any power strips connected to your equipment are on and that you have
not lost power to your computer
Check that your coax cables are tightly connected to the cable wall outlet and your
computer
Check that your Ethernet cable is securely connected to the cable modem and your
computer
Restarting Your ComputerIf this does not restore your service, call 1-800-COMCAST or visit us at
comcastsupportcom/chat and a technician will assist you