Internet down for Comcast but no service outage

was out of town for a few days and when I came back, I see my Comcast internet is down. 12 hours later, still down.

The "download" light on the modem is solid green, the "upload" light is blinking green, and the "internet" light is totally off. tried restarting modem several times. pretty sure the router is not the problem as I can log into it, change it's configuration, rebooted it several times, turned on/off wifi, etc.

I hooked up my laptop directly to the modem and still no internet connection even after unplugging modem, waiting, and replugging.

chatted with Comcast and they said confirmed no service interruptions in my area. they want me to go home and look up the MAC to make sure it's registered. sounds like total BS, which is why I come to you guys for help.

also, has anyone had luck getting statement credit from Comcast for outages?

EDIT: my modem is the Linksys CM100 http://homedownloads.cisco.com/do...-WEB,0.pdf

Directly connect to your modem. Honestly it sounds like a problem you won't be able to resolve without them. It is very possible there was a billing problem or someone flipped a switch on accident. Since there is no recorded service outage I doubt you will get a credit for less than a day. What are they going to do prorate you 12 hours of your $60 bill? When you are around your system give them a call and work through the BS. I highly doubt there is anything you can do on this one.

can comcast see the modem is a better question

Comcast should be able to tell you if service is working to your house or not. Check the modem and see if there is some sort of "hold" or "pause" button on it - I had a device with one of those and it was pressed by mistake in the past which led to no internet and Comcast telling me all was fine.

Quote from carmen617 : Comcast should be able to tell you if service is working to your house or not. Check the modem and see if there is some sort of "hold" or "pause" button on it - I had a device with one of those and it was pressed by mistake in the past which led to no internet and Comcast telling me all was fine.

There was a reset button on the modem that I was too afraid to push last night, but after reading about it in the manual, it seems like I should give it a shot. My modem is the Linksys CM100.

what modem do you have? Can you get into the diags?

Yes, see if you can connect to the diagnostic pages for the Linksys. See what Upstream and Downstream rates are posted, as well as SNR.

What I've done in the past with Comcast is unplug the cable from the modem while the modem is powered off. I leave it like that for at least 5 minutes. I then plug it back in and power it back on in that order.

If that doesn't work, call Comcast tech support to see if they can send a signal to the modem to see if it helps revive things. If they can't they'll send someone out. At worst it's a bad modem. At best they restore service before anything else is needed.

Quote from vivahate : what modem do you have? Can you get into the diags?

Linksys CM100. I just learned it has a web-based setup page at 192.168.100.1. I'll check that when I get home.

As for asking about the MAC, that is legit since that is how Comcast registers the modem in their system and allows it onto the network. The CM100 is a DOCSIS 2.0 modem, what internet plan do you have?

If this is related to that DNS/FBI thing that plagued Comcast a couple of weeks ago, it is possible to be connected but not manage to go to webpages.
There's two ways you can check it out.
One is by updating a program that is not web browser related, like anti virus or the like (if it can update, then it is the DNS thing), and the other is to manually put DNS numbers in.
You can get free open DNS numbers from Google.
I had to do this for my friend (with Comcast) who could not browse the Net, yet I could remotely get into her puter.
Maybe your problem has nothing to do with this, but it may be worth checking, just in case.

Quote from RockySosua : If this is related to that DNS/FBI thing that plagued Comcast a couple of weeks ago, it is possible to be connected but not manage to go to webpages. There's two ways you can check it out. One is by updating a program that is not web browser related, like anti virus or the like (if it can update, then it is the DNS thing), and the other is to manually put DNS numbers in. You can get free open DNS numbers from Google. I had to do this for my friend (with Comcast) who could not browse the Net, yet I could remotely get into her puter. Maybe your problem has nothing to do with this, but it may be worth checking, just in case.

Could be but it seems like its more the modem not connecting then the computer not being able to access the internet. A simple check for yours is just ping a known ip, a good one is google's dns server @ 8.8.8.8 if you can then you know its a dns issue.

As for the OP, unplug the modem and have a computer pluged via cat5 (wired) in to the modem and bypass the router if its not built in. The general rule is they don't support routers and if you have one plugged in they will blame everything on that. Also have you noticed any relation between the weather and the service because I have had issues where water has gotten in to the lines (does not sound like the case)

As others have said its a good idea to log in to the modem and look at the stats the others have said, also when talking to the comcast tech ask if they can see the modem, I had a DSL swear the issue was not on their end and not their problem even know they could not see the modem.. it turns out we where unplugged at the at the central office....

turn off modrm and router,unplug at wall,then turn on modem,,wait 30 seconds turn on router,then turn on computer