Troubleshooting a loss of Internet connectivity after connecting a SonicWall to a Comcast
12/20/2019 757 13932
Some cable Internet providers may capture the Ethernet hardware (MAC) address of your computer for use in assigning an IP address and granting access to the Internet. If this is the case, please see the SonicWall Knowledge Base article How to override the MAC Address of the WAN Interface on SonicWall
Some providers require a hostname in the DHCP settings. It is not believed that Comcast requires this. If you are having a problem, try the following steps in the exact order listed.
- Disconnect the Ethernet cable from the SonicWall to the modem.
- With the SonicWall disconnected from the modem, set up the X1 (WAN) interface to use NAT with DHCP Client (SonicOS Standard or Firmware 6.x) or DHCP (SonicOS Enhanced). Leave the hostname blank.
- Power off the SonicWall.
- Unplug the cable modem and disconnect the co-ax cable. If the modem includes battery backup, remove the battery.
- Connect the Ethernet cable from the SonicWall (still powered off) to the modem.
- Power on the SonicWall.
- Reconnect the co-ax cable to the modem.
- Plug in the modem power cord. If the modem includes battery backup, insert the battery.
- Connect your laptop or PC to the X0 (LAN) interface.
If these troubleshooting steps have been exhausted without success, make sure you are running the latest firmware release and upgrade if you are running an older version. You should now have a successful Internet connection.
NOTE: This procedure is based on user experience and testing, and is provided for guidance purposes only.