Hi all! Hope you can help me with some issues with Comcast in Urbana-Champaign, IL. Ive used my own Motorola SB5101U modem with comcast cable internet service for several years with no problem. Last night, I lost connectivity (online light was blinking, the 3 lights above it were lit) but I thought this may be an outage due to storm.
This morning the online light was actually on, but still no internet. I tried power cycling the modem and the router, no luck. When connecting the modem directly to my computer and accessing it directly (via 192.168.100.1), last night all the listed status processes had failed. Today the modem status appears good (all items say ok/done and online light on). But when I try to get to any website, I am redirected to activate my Comcast service even though I havent changed my service in years. (This happens both via ethernet and wireless on 2 different laptops) If I go through with trying to activate, I get activation failure with a message "Blocking Retail Flows" (see attachment). Thinking this must be a Comcast issue, I called them and they sent a reset signal to my modem a couple times but nothing changed. Now they are telling me they will send a tech, but its probably my problem because the modem is at end of life. I dont understand this, because all the lights are on and the modem status appears fine to me. If I can get to the activation screen, doesn't this mean I am accessing the internet but just hitting the comcast wall? It seems they are just blaming it on my modem because it isnt their equipment and they can avoid the issue.
Can anyone help with additional troubleshooting? Is this a legitimate claim from Comcast that my modem is somehow broken, or is this just allowing them to pass the buck? Is my modem really broken or are they just refusing to support it any longer since its a few years old? I can try to get/post full modem log entries if it would be useful but it's tricky since ...well... I don't have internet at home!
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