Properly connected modem but no signal from cable wall plug?

[galerecon]

Hello all,
I've recently bought my own modem (SB6121) and router and signed up with Comcast for internet. I just moved into a new apartment and they only have 1 cable wall plug and it is in the living room. I connected a coax cable from the wall plug to the modem, plugged the ethernet cable from the modem to my computer, and then plugged the power to my modem. The modem turned on, but the upstream light is blinking and is never steady. I called up Comcast and was on the phone for a good 20-30min with them. They asked me to unplug it and replug it, then reset the modem, use different coax cable, etc etc. None of which helped.

The person on the phone says that she's not receiving signal from my modem at all. She pretty much gave me no options and told me that I should have a technician to come in but it would cost me $50. I just moved on my own and am very limited on funds so I'm asking you guys if you can help me figure out what the issue might be so that I can cancel the appointment and keep my $50?

I unscrewed the wall plate with the cable plug and the cable wire seemed to be properly plugged in and firm. I pulled the cable out until it could not be pulled out any more and it seems to be fine. I check the breaker box in my apartment or switches and everything is turned on as well. On the phone, after I setup my appointment, they told me if the plug starts to give data I should see a blue globe lit on my modem, which is pretty standard.

How can I turn on the cable wall plug? I thought that I call comcast and they would activate it for me but I guess not...

All help would be appreciated!
Thanks.

 

[COLGeek]

Have you been able to verify that the other end of the cable is actually connected to something? Often, apartment cable connections are disconnected to prevent unauthorized access. Check the other end, where ever that may be.

 

[galerecon]

Have you been able to verify that the other end of the cable is actually connected to something? Often, apartment cable connections are disconnected to prevent unauthorized access. Check the other end, where ever that may be.

Would the other end be somewhere in my apartment? I swear I checked all service doors/closets and couldn't find another end of the coax cable.

 

[COLGeek]

The apartment building/house likely has a junction box that all of the other apartment cables connect in to. Often in a maintenance room or basement.

 

[galerecon]

The apartment building/house likely has a junction box that all of the other apartment cables connect in to. Often in a maintenance room or basement.

Oh I wasn't aware of this. Why didn't the comcast rep tell me this instead of paying $50, they really do have the worst customer service...thank you. I'll go to my apartment office tomorrow!

 

[COLGeek]

Good luck. It may not be that in the end, but one of those things that needs to be verified.

 

[galerecon]

Good luck. It may not be that in the end, but one of those things that needs to be verified.

Thank you. I'll post my findings later on just in case someone else has a similar issue.

 

[COLGeek]

That would be great. Thanks.

 

[COLGeek]

BTW, did Comcast ever ask you for the MAC address of your cable modem?

Also, you really need to get a router/firewall between your PC and the cable modem for better protection from the nasties on the 'Net (from your description above).

 

[galerecon]

BTW, did Comcast ever ask you for the MAC address of your cable modem?

Also, you really need to get a router/firewall between your PC and the cable modem for better protection from the nasties on the 'Net (from your description above).

I do have a router, Netgear WNR3500L N300. I just didn't connect it yet. I want my internet working before I hook up my router. And yes, Comcast did ask me for my modem serial number as well as my MAC address. They still weren't able to see my modem hooked up when I turned it on and the upstream light was blinking (never went steady, just kept blinking...)

 

[COLGeek]

BTW, did Comcast ever ask you for the MAC address of your cable modem?

Also, you really need to get a router/firewall between your PC and the cable modem for better protection from the nasties on the 'Net (from your description above).

I do have a router, Netgear WNR3500L N300. I just didn't connect it yet. I want my internet working before I hook up my router. And yes, Comcast did ask me for my modem serial number as well as my MAC address. They still weren't able to see my modem hooked up when I turned it on and the upstream light was blinking (never went steady, just kept blinking...)

Good on both counts. Just making sure.

 

[galerecon]

I have went to my apartment leasing office and they told me that they don't deal with any of the wiring of cable. I have also found another service door in my apartment bedroom. It might be heating and cooling equipment, but I'll unscrew the door and check just in case my coax cable goes to a splitter in there. I called Comcast and scheduled a guy to come in this Friday. Sadly they charged my account 🙁

I'll update if I find anything...

 

[Jimbo415]

I have went to my apartment leasing office and they told me that they don't deal with any of the wiring of cable. I have also found another service door in my apartment bedroom. It might be heating and cooling equipment, but I'll unscrew the door and check just in case my coax cable goes to a splitter in there. I called Comcast and scheduled a guy to come in this Friday. Sadly they charged my account 🙁

I'll update if I find anything...

Hi galerecon,

Did your issue get resolved? I just moved into an apartment, and I am running into the exact same problem today. I have a feeling that maintenance has to do something at the junction box for the apartment complex.

 

[galerecon]

I have went to my apartment leasing office and they told me that they don't deal with any of the wiring of cable. I have also found another service door in my apartment bedroom. It might be heating and cooling equipment, but I'll unscrew the door and check just in case my coax cable goes to a splitter in there. I called Comcast and scheduled a guy to come in this Friday. Sadly they charged my account 🙁

I'll update if I find anything...

Hi galerecon,

Did your issue get resolved? I just moved into an apartment, and I am running into the exact same problem today. I have a feeling that maintenance has to do something at the junction box for the apartment complex.

Hey Jimbo,
Yes, I solved the problem. If your coax outlet doesn't give any output, then a wire will mostly likely be unplugged in the box outside of your apartment building. For some odd reason, my apartment was the only had that had an unplugged wire out of my whole building. I would call your ISP and ask them to come in.

P.S. Just a tip. When they come, make sure you tell them to check outside first before they come into your house!! If the problem was outside of your apartment, then there is no need for them to come inside of your apartment. This way they can't charge you. The guy came into my house and said my setup was correct (duh of course it would be correct, this isn't my first rodeo) then found out the wire outside was unplugged, next thing I know my account is charged for onsite service because he came into my house....