Cannot Find Gateway - Switching ISP
Hi. I recently switched to comcast and have been having issues activating. When I originally received my modem, I had the same issue, but the tech said it had something to do with my current ISP being still active. They said once that service is disconnected to try to activate again. I tried going through the steps once more and it’s still having issues finding my gateway.
Is there a step I’m missing? I’m trying to activate through the app. Was the support rep right about this? I always thought overlapping service was as easy as plug and play. If they were correct, is there an amount of time required for service to be completely disconnected as to not interfere with the new modem?
Thank you kind souls.
Posted Oct 4, 2022, 10:10 PM UTC
16
Who is your old ISP? If they use DOCSIS (Coax) then yeah your coax line to your home may still be connected to the old ISP instead of Comcast at the tap.
Wide Open West (wow) was my previous ISP, and I opted for a self install of the new equipment so I’m pretty sure you’re 100% right. Just sounded weird coming from a slightly confused cs rep, I thought I might have been getting the run around. Thanks for your time here, I shall summon the almighty service technician.