We have a very good client who runs Vista (Home Premium I think). Recently she was contacted by ComCast to "upgrade" her modem. That was about three weeks ago. She has not been able to connect to the net, us, or anywhere since that time and working with the ComCast support staff I have become convinced that they have no clue what they are doing. What convinced me of that was that the latest ComCast support tech to visit her office told her (are you ready for this?) "You have a unique copy of Vista that cannot connect to our modem..." - I have never heard such baloney. None the less, I have checked all her connection settings, taken down her firewalls (McAffee & Windows) and ensured that she is set to obtain her IP addresses automatically - but nada, zilch, nothing... The modem still wont allow her to connect. Oh, and this is the 3rd modem ComCast has given her. Oddly, we have three other customers who also run Vista, and also just went through modem upgrades (two are Charter Comm customers, one is another ComCast customer). All these customers did their modem upgrades with ease - kind of a slam-dunk. But this one customer? Nothing and I have lost ALL faith in ComCast's service people - they dont seem to know what they are doing. It appears that the Vista machine IS receiving signals, but it just cant send any back and I am at a loss to find what might be preventing that (again, took down all firewalls and still no connection). Can anyone suggest what this problem might be? Feel free to ask refining questions - I understand I am giving limited info here, but I want to help this customer. She was connecting just fine right before they installed these new modems, but since, nothing! I find it hard to believe that any person (let alone our client) has such a unique copy of Vista (she doesnt) that she cannot connect. Any help or resources someone might point me to is most appreciated. Thanks.

Hi, Will her PC connect to internet from other places (if it is portable PC, please try it)? In case the pins of the port is faulty. If the issue lies in the operation system, system restore can be under consideraiton. Please tell us the result of pinging 192.168.1.1. Regards,Please remember to click Mark as Answer on the post that helps you, and to click Unmark as Answer if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.

Thanks for the reply... No, this is a desktop PC, not portable - but all hardware (cables, ports, etc.) were checked thoroughly and this is not anything to do with hardware or bad pins. When 192.168.1.1 is pinged, the result is 'cannot connect', but this was tried weeks ago and let me update you as to what happened this weekend. After the client escalated her complaint to ComCast (speaking to the Director of Customer Service), they gave her two weeks credit on her bill and sent two technicians out this weekend. The technicians bypassed the Dell on-board network card using an ethernet adapter that routes through a USB port, and voila - she is connected. That said, this seemed a very "cheesy" solution to me, and worse, the ComCast technician's analysis of the problem was "Its the Dell machine". I find this silly because we have a number of folks who run Vista and had no problem upgrading cable modems. As well, lets not forget that this lady was running fine without a problem for over a year, and the only change was ComCast's new modem which then resulted in all this hassle connecting. But the client is now re-connected, happy and running - still we are forwarding this information to Dell Support because we would like to know (if possible) just what the problem really is. I do not accept the concept that Dell is responsible (let alone Vista) because again, the only new element in the mix is the modem. I am going to mark this post as "answered", though really, the problem merely got a "work-around" not a resolution from ComCast. Thank you for your help - I appreciate the response. But in this case, I think this is a ComCast problem and though I had heard many times that their service was pretty poor, I have now seen for myself that in fact it is - they dont seem to know what they are doing - but the work-around has the client re-connected and she is happy with that, so we are happy - even though I would still like to know why this happened. Again, thank you.