Self-install questions/problems? - Comcast XFINITY (2024)

ballman join:1999-07-31 Greenwood, IN	ballman Member 2002-Jun-17 2:07 am Self-install questions/problems? My dad recently bought a new Gateway system and they were offering a free cable modem self-install kit with the purchase. I went down to their house to get it all set up for him this weekend. Saturday morning, I called the provisioning folks to get his account set up. The person I spoke with said it should take about 15 minutes... wow great! An hour or so later, the modem (RCA DCM245) was still in the first stage of initialization (blinking power light). After several more calls and power cycling the modem numerous times, I was told that it takes at least 24 hrs to provision. During these calls I was also told 90 min, 2 hrs, 30 min, and 1 hr depending on who I spoke with. On Sunday, no change. Several more calls and re-provisioning the account twice produced no results. Finally, the last person I spoke with told me that since it was a self install they could provide no further help and that we would have to deal with Gateway to get the modem set up. She also told me that the RCA DCM245 modems were pieces of crap and weren't supported by Comcast anyway. Now, reading through several messages on this board it appears that Comcast supplies that very same piece of equipment if you have them do the install??? My Dad is going to talk to the folks at the local Gateway store this week, but he's a novice when it comes to this kind of stuff and has no idea where to start when it comes to troubleshooting. I'm back home (5 hrs away), so it won't be convenient for me to drop by and help either. My question is that if one can get a good tv signal on the line, is that any indication that the data signal should be good as well? Since Comcast claims that they have no responsibility in getting the signal working, who should we hire to come check things out? What kind of test equipment is required? What kind of questions should I be asking support to get this problem fixed? I have lots of experience with DSL, but I've never dealt with cable modems before (heck, I haven't even had cable TV service for 5 yrs now... thank you DirecTV!). Any suggestions you cable modem pros might have for me would be much appreciated. Thanks!
	· actions · 2002-Jun-17 2:07 am ·
Teriwyn Neko Girl Premium Member join:2002-06-06 Germantown, MD	Teriwyn Premium Member 2002-Jun-17 2:35 am Power light blinking ONLY on an RCA means it's hunting for frequencies. Activation is nothing at this point. Do you know if the manual on the 245 modems happens to mention if it's still hunting for downstream? I think it would progress to the PC LINK light if it had found the downstream and were looking for an upstream descriptor. And the DCA245 modems are supported modem. Have your Dad set up for a failed self install due to the fact that the modem won't lock. Other things to try ... - remove any splitters you can between the modem and where the cable enters the home (for testing). - you're not in an area with DUAL CABLE (where the cable company runs TWO lines to your home) are you? If so, try them both. Cable modem signal only transmitted on one side. (Dual cable systems somewhat uncommon, but worth mentioning.) - Not trying to say you're foolish, but seen this before ... the modem is not daisy-chained to the cable box, is it? Meaning, you didn't take the cable line coming into the home, hook it into a cable box, then on the cable box output, hook up the splitter and split it to the modem and tv? That is bad. As an afterthought, there is another BIG BIG THING!!! He is a cable subscriber, right? If not... well... then a self install won't work anyhow. As for what you should do ... the main fault sounds like it is on the end of the modem locking onto signal. If there is nothing wrong with the home's internal wiring, then you would be at a position where you would probably need to have Comcast come out and do the install, so that they can check and investigate things like return path to the headend and other similar things. Most of the time they will waive the failed self install charge when it is not due to anything within the customer's control. And the people in the Self install kit group are idiots. Comcast WILL come out if a self install fails... they just typically have a service charge if it was an install that failed due to user error.
	· actions · 2002-Jun-17 2:35 am ·
cablejoe join:2002-01-15 Las Vegas, NV	cablejoe to ballman Member 2002-Jun-17 7:36 am to ballman Another point worth mentioning....if your dad has the "limited basic/lifeline" TV package, which is basically local programming, then the modem probably won't work. The filters required for that package will wipe out the downstream signal to the modem. Incidentally, as was mentioned before, it sounds as if your dad's modem cannot find the downstream (incoming) frequency, which usually means that the signal is either very poor or nonexistent. It's not unheard of for Self-Install customers to plug it into a dead outlet; try plugging that cable into a TV, to see if there is signal on that line.
	· actions · 2002-Jun-17 7:36 am ·
ballman join:1999-07-31 Greenwood, IN	ballman Member 2002-Jun-17 10:43 am Thanks Teriwyn & cablejoe. He doesn't have the dual cable service or any cable boxes, but the signal may be split once or twice before it gets back to where his computer is in the office. I did plug a TV in to verify that there was signal and got a solid picture. I'm also not sure which cable package he has, but I do know he doesn't get any of the premium channels (HBO, Showtime, etc). Thanks again for your help. It sounds like he'll probably end up having Comcast come out and do the install.
	· actions · 2002-Jun-17 10:43 am ·
makaze6 join:2002-01-04	makaze6 to Teriwyn Member 2002-Jun-17 11:01 am to Teriwyn If it was a provisioning issue, the modem's power light would be solid and the cable light would flash slowly. otherwise it's RF
	· actions · 2002-Jun-17 11:01 am ·
nwilcox join:2001-11-28 Marysville, MI	nwilcox to ballman Member 2002-Jun-17 12:12 pm to ballman I have a Linksys BEFCMU10, Power light is solid. Activity light is solid, because plugged into router. Status link blinks, waiting for activation. My wiring, I have one wire coming into house plugged into a 2-way splitter that came in self install kit. One wire going to the modem and one to the other splitter. Sound like any problems there. Sound like any problems for my activation? I am at work and not sure if it has been activated yet. Signed up Saturday and Sunday they said I should be activated by 3 p.m. Monday.
	· actions · 2002-Jun-17 12:12 pm ·

halfband Premium Member join:2002-06-01 Huntsville, AL	halfband Premium Member 2002-Jun-17 12:26 pm Since the status light is blinking your modem is searching for a frequency from system end. The place to start is to verify your RF signals. The Linksys BEFCMU10 has a good diagnostic page at 192.168.100.1 use your browser to check it out and post your signal levels here.
	· actions · 2002-Jun-17 12:26 pm ·
halfband	halfband to nwilcox Premium Member 2002-Jun-17 12:37 pm to nwilcox To answer your original question, no obvious problems in what you posted. One thing you can check is on the splitter, if the two outputs are marked with numbers like 3.5dB and 7dB make sure that the modem is attached to the 3.5db output. This will provide a better signal level to the modem. If it is after 3pm and you still have not locked in on the system you can try this: 1) Power down the PC and modem 2) Power up the modem and perform the factory reset (procedure involves sticking the paper clip into the hole in the back per the user manual.) 3) Wait for a while for the modem to lock onto the system (how long? good question, but if it has not found anything after about 15 minutes I would start checking the modem status pages.) 4) Turn on your PC after the modem lights stop flashing (3 solid leds on.) Good luck
	· actions · 2002-Jun-17 12:37 pm ·
Teriwyn Neko Girl Premium Member join:2002-06-06 Germantown, MD	Teriwyn to ballman Premium Member 2002-Jun-17 1:36 pm to ballman May sound like an odd request, but make sure there are no unterminated ends to your splitters (the ones external to the outlet. If you have it split off once, and one end goes to the modem ... make sure the other end goes to SOMETHING or just take the splitter out altogether. If having an unterminated splitter is causing you problems (I HAVE seen this happen, but the splitters weren't the greatest quality.), you can purchase a terminator ... basically a little cap that goes over the top of the unused split. But again, if you have unused splits on an external splitter... you need a splitter with fewer legs, or you need to do away with the splitter altogether. Why lower the signal when it is not necessary?
	· actions · 2002-Jun-17 1:36 pm ·
nwilcox join:2001-11-28 Marysville, MI	nwilcox to halfband Member 2002-Jun-17 1:44 pm to halfband Thanks for the IP for the modem that is what I was looking for. Is the procedure the same for using a router? It is plugged into the 3.5dB The line does send signal to a TV when plugged into a tv. I will try your procedure when I get home if it is not on. The cable is about 4 years old. Should I run a new cable if I have no luck, but I think your idea should work? I am really looking forward to join in on the high speed users!!!! Thanks
	· actions · 2002-Jun-17 1:44 pm ·
halfband Premium Member join:2002-06-01 Huntsville, AL	halfband Premium Member 2002-Jun-17 2:36 pm quote: Is the procedure the same for using a router? If you have a router follow the same procedure for the modem, Bring up the router next, Then turn on the PC. quote: The line does send signal to a TV when plugged into a tv. With your modem on the 3.5 tap and a good tv signal from the other tap looks like you are in good shape. quote: The cable is about 4 years old. Should I run a new cable if I have no luck You can run a new cable if you want, but I would post the signal levels here before deciding that. The type of cable means more than the age. The biggest catch with self installs is for those with basic tv cable. They often have filters on the line to block out the premium channels that can cause problems with internet hookups. You can normally tell if this is a problem as the downstream power levels will be very low ( -15dB). quote: I am really looking forward to join in on the high speed users!!!! If your coming from dialup your really going to enjoy this.
	· actions · 2002-Jun-17 2:36 pm ·
nwilcox join:2001-11-28 Marysville, MI	nwilcox Member 2002-Jun-17 3:34 pm I do have basic cable. I am coming from dial up. I will try all this tonight and post my results. How do I know if I have a filter, can I tell just by looking at wiring, does Comcast have to come to remove it? Thanks
	· actions · 2002-Jun-17 3:34 pm ·
halfband Premium Member join:2002-06-01 Huntsville, AL	halfband Premium Member 2002-Jun-17 3:49 pm How cable channels are blocked varies from city to city. Various types of filters and traps are used to block specific analog tv channels or groups of channels. Not all filters will block internet access. If these filters are present on your line they are normally up on the pole. This makes it very difficult for you to determine if you have them. It also means that if they are present a comcast truck roll will be required to remove them. There are others here who are far more knowledgeable than I am as to all the methods used for channel blocking.
	· actions · 2002-Jun-17 3:49 pm ·
nwilcox join:2001-11-28 Marysville, MI	nwilcox to ballman Member 2002-Jun-17 11:48 pm to ballman Still not activated. I called Comcast, it seems that my setup is the first one in my area and once mine is worked out we will try it a month before it is available to the rest of the area. My problem is a known problem, when either a new modem is installed or information for modem changes to the server is does that. They said the filters should have all been removed. If my problems are helping the community I am willing.
	· actions · 2002-Jun-17 11:48 pm ·