CONTACTS 
0201 - Comcast Corporation
020101 - Mr. Customer Assistant
020103 - Customer Support Department

SUBJECTS
Comcast Internet Failed Email Service Restored Power Router Off Powe

3503 -
3503 -    ..
3504 - Summary/Objective
3505 -
350501 - Follow up ref SDS 3 0000. ref SDS 2 0000.
350502 -
350503 -
350504 -
350506 -  ..
3506 -
3507 -
3508 - Background
3509 -
350901 - On 100915, Comcast installed telephone service that includes Internet
350902 - and email. ref SDS 1 IE8X
350904 -  ..
350905 - On 100922, Comcast Internet service stopped.  Called Comcast and got
350906 - assistance from Ellen to restore service by disconnecting the power to
350907 - the router and the modem in a particular order, then restoring power
350908 - in reverse order. ref SDS 2 JR8G
350910 -  ..
350911 - On 10925 1403 the same problem occurred again. ref SDS 3 0G89  Used
350912 - instructions for restoring Internet service, reported on 100922 1951,
350913 - ref SDS 2 JR8G, to restore Internet access without calling Comcast
350914 - support services. ref SDS 3 YG9M
350916 -  ..
350917 - On 101005 0923 moved modem and router power connections to the right
350918 - end of the computer table which has easier access, than the left end.
350919 - ref SDS 4 SY5Q
350921 -  ..
350922 - On 101012 0757 Morris used Comcast procedures to restore Internet
350923 - cable service at his location in Saratoga, ref SDS 5 H168; about 20
350924 - minutes later problem occurred at Concord. ref SDS 5 RM3Y
350925 -
350926 -
350928 -  ..
3510 -
3511 -
3512 - Progress
3513 -
351301 - Today, the same problem occurred again that was reported on 100922
351302 - 1951, ref SDS 2 0V5O, and a week later on 100925 1403. ref SDS 3 0G89
351304 -  ..
351305 - Remedy that worked previously, listed on 100922 1951, ref SDS 2 JR84,
351306 - did not work today.
351308 -  ..
351309 - Called Comcast...
351310 -
351311 -                        800 266-2278
351313 -  ..
351314 - Talked to Erin.
351316 -  ..
351317 - Erin suggested removing battery from the modem for 30 seconds, as part
351318 - of trouble shooting steps on 100922 1951. ref SDS 2 JR84
351320 -  ..
351321 - This was tried and failed.
351323 -  ..
351324 - Erin suggested trying the following that wound up succeeding...
351326 -  ..
351327 - Solution was to open...
351328 -
351329 -        Netscape
351330 -           Tools
351331 -             Options
351332 -               Advanced
351333 -                  Network
351334 -                     Settings
351336 -     ..
351337 -    Select "No proxy" and disconnect Auto-detect proxy settings.
351339 -  ..
351340 - This solved the problem, providing access to the Internet.
351342 -  ..
351343 - Erin explained that sometimes when the browser loses connection to
351344 - the Internet, the setting "Auto-detect proxy settings" causes the
351345 - network to get confused and so connection fails.
351347 -  ..
351348 - Restored the original setting to Auto-detect, and everything
351349 - continued working.
351351 -  ..
351352 - Erin said that proxy settings are only needed for business systems,
351353 - so decided to disconnect proxy settings in Netscape.
351355 -  ..
351356 - Internet Explorer...
351357 -
351358 -           Tools
351359 -             Options
351360 -               Connections
351361 -                  Lan Settings
351363 -  ..
351364 - Unchecked...
351365 -
351366 -             Automatically detect settings
351368 -  ..
351369 - This has same effect as selecting "No proxy" in Netscape.
351371 -  ..
351372 - As a result, this kind of problem should not occur again.
351373 -
351374 -
351375 -
351376 -
351377 -
351378 -
3514 -