How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Jason Jones Your Own Question

Jason Jones
Jason Jones, Network Technician
Category: Networking
Satisfied Customers: 14640
Experience:  Years of experience and education.
30759776
Type Your Networking Question Here...
Jason Jones is online now
A new question is answered every 9 seconds

My router will not recognize my modem

This answer was rated:

My router will not recognize my modem

Networking Extraordinaire :

Greetings,

Can you please explain your issue in further detail?


Networking Extraordinaire :

1) Is this a new installation?

Customer:

no. I have a linksys router. My modem is working fine and I am talkiing to you as my modem is connected directly to my computer

Customer:

But my router is not recognizing the modem

Customer:

I called Comcast and they say it is my router. I called Linksys and they say they can't help me

Networking Extraordinaire :

Ok

Networking Extraordinaire :

I understand.

Networking Extraordinaire :

When was the last time that the router worked?

Customer:

wouldn't it be easier to call me?

Customer:

About an hour ago

Networking Extraordinaire :

Sorry, calls are not allowed.,

Customer:

About 6 month ago I had the same problem and linksys said that Comcast changed the IP address. Comcast says that they change all the time and the router automatically accepts it

Customer:

so now what??

Networking Extraordinaire :

- Plug the Comcast Cable modem into the WAN plug on the router
- Plug a computer into one of the four LAN plugs on the router
- With the power on the router, press the reset button on the back of the router with a paperclip or pin for 30 seconds.
- Let go of the button
- Wait 1 minute

You should be back online now. If not, please do the following:
- Unplug the power to the modem and router
- Plug the power into the modem only
- Wait 2 minutes
- Plug the power into the router
- Wait 2 minutes
- Restart computer

Networking Extraordinaire :

Please, let me know when that is complete.

Customer:

Linksys suggests that since the router is over 1 year old, I should purchase a new one

Customer:

doing it now...wait

Networking Extraordinaire :

More often than not, a reset of the router (as I suggested above) will resolve the problems.

Networking Extraordinaire :

Thank you

Networking Extraordinaire :

If we get disconnected, please log back into this site and pull up this chat history.

Networking Extraordinaire :

I will be here.

Customer:

Do I place the comcast cable wire into the modem and not the computer??

Networking Extraordinaire :


The cable that you have are using now to connect the computer to the modem needs to be unplugged from the computer and plugged into the router.

Customer:

when I unplug.. I lose you

Networking Extraordinaire :

I understand

Networking Extraordinaire :

If we get disconnected, please log back into this site and pull up this chat history.


Customer:

so again, I have a plug from my computer to my modem only right now

Networking Extraordinaire :

I understand

Customer:

what do I do next?

Networking Extraordinaire :

- Plug the Comcast Cable modem into the WAN plug on the router
- Plug a computer into one of the four LAN plugs on the router
- With the power on the router, press the reset button on the back of the router with a paperclip or pin for 30 seconds.
- Let go of the button
- Wait 1 minute

Customer:

If I do that I will lose you

Customer:

dont leave.....

Networking Extraordinaire :

I will not leave.

Networking Extraordinaire :

I am on the clock for the next 8 hours

Customer:

which plug goes where??? thanks I am sooo frustrated

Customer:

So, the plug that is in the computer, do I keep that in the computer and where does the other end go?? into the WAN router???

Networking Extraordinaire :

You need two cables.

The first cable comes from the cable modem into the single WAN/INTERNET plug on the router

The second cable comes from the computer to one of the four LAN ports on the router

Networking Extraordinaire :

no

Networking Extraordinaire :

Does the above statements make sense?

Customer:

got it..should I do that but I will lose you

Networking Extraordinaire :

*Do

Customer:

k... don't go anywhere

Networking Extraordinaire :

I will not

Networking Extraordinaire :

- Plug the Comcast Cable modem into the WAN plug on the router
- Plug a computer into one of the four LAN plugs on the router
- With the power on the router, press the reset button on the back of the router with a paperclip or pin for 30 seconds.
- Let go of the button
- Wait 1 minute

You should be back online now. If not, please do the following:
- Unplug the power to the modem and router
- Plug the power into the modem only
- Wait 2 minutes
- Plug the power into the router
- Wait 2 minutes
- Restart computer

Networking Extraordinaire :

I will be standing by. When you return, please post a message and I will return momentarily when I am notified.

Networking Extraordinaire :

Hello

Customer:

still not working

Networking Extraordinaire :

Ok

Networking Extraordinaire :

How old is the router?

Customer:

about 2 years

Networking Extraordinaire :

Oh

Customer:

maybe 18 months

Networking Extraordinaire :

For some reason I thought it was only 6 months old

Networking Extraordinaire :

It appears that it is time to replace the router.

Networking Extraordinaire :

There is no configuration that is required with Comcast Internet.

Networking Extraordinaire :

If the reset did not fix the problem, then you must replace the router.

Customer:

k... thanks...tht is what Linksys told me

Customer:

Does it matter which brand?

Networking Extraordinaire :

I very highly suggest the Linksys brand

Customer:

why does a router go bad???

Customer:

k thanks

Customer:

How long does a router last?

Networking Extraordinaire :

It depends... if it is going to fail, it typically fails at 13 to 19 months old

Networking Extraordinaire :

However, some routers last for several years

Customer:

wow...did not realize that...thanks for your help. Will my VISA be charged ?

Networking Extraordinaire :

I suggest that you keep the new router on a surge protector, at least 3 feet away from other electronic devices, and keep it free of any dust or heat.

Networking Extraordinaire :

You may click the Accept button now and leave any feedback for me that you feel is appropriate.

You may bookmark the following link: http://www.justanswer.com/computer/expert-theextraordinaire/
----> In the future, if you have a question and would prefer to work with me, please visit that site and ask your questions there.

Customer:

interesting... It is not attached to the wall

Networking Extraordinaire :

Thank you again for your time and patience today.

Networking Extraordinaire :

I wish you a sparkling rest of this fine Sunday.

Customer:

thank you... You were wonderful

Networking Extraordinaire :

:)

Customer:

When I press accept, will I still be charged??

Networking Extraordinaire :

Thank you greatly

Networking Extraordinaire :

I am confused.

Customer:

Am I still going to be charged the $24.00 even though the problem was not corrected??

Networking Extraordinaire :

When you click the Accept button, your deposit that you have already made will be released. Also, this website will give me credit for helping you today.

Customer:

Great..thank you. I want you to get whatever credit is due

Jason Jones and 7 other Networking Specialists are ready to help you

Related Networking Questions