Upgrading Operating System

[wks77]

We recently upgraded our modem with Xfinity.  Today we talked to an Xfinity tech who said that our operating system is not compatible with the new modem and we should get ahold of HP so they could remotely upgrade our operating system.  All help will be appreciate

[WAWood · Accepted solution]

@wks77

Hello;

Allow me to welcome you to the HP forums!

Two things ...

First, I support folks using HP desktops, running Win10 just fine, and an HP laptop, also running Win10 just fine -- and all of those folks are using Xfinity -- without problems. 

Second, I use an Xfinity-based modem, also on HP and none-HP systems, all running Win10 -- and all of them work without any issues.

So, regarding OS-incompatibility, your Xfinity tech is "clueless"!

Third, the OS has virtually NOTHING TO DO with the modem, since you most likely access the modem through a Web browser -- but I suspect, since you are running Win10, that you might be using Edge -- and that is likely the source of the problem.

Since I don't use, nor would I ever use, Edge, I suggest switching over to Firefox, Chrome, or Opera -- and seeing if you are then able to access the Xfinity modem.

My guess is that your Xfinity modem is using the default IP address of 192.168.0.1 -- so entering that into your Web browser should bring up an access window.  You can find the default username and password printed on a sticker on the bottom of the modem.

Good Luck

[wks77]

Should have also let you know a week ago Comcast tech came out to house and said there had to be something wrong with our computer.  So we took it to a local pro and she cleaned the drive of junk, malware, and updated windows 10 and all the drivers.  Now this latest tech said computer problem, again.  Seems like when they don’t know what to do it’s always the customers “fault”.  Also, we only know computer basics.  When you are telling me to type that number in my browser window (btw, we are using chrome) what is that supposed to do?  Thank you for your prompt help!

[mdklassen]

> So we took it to a local pro and she cleaned the drive of junk, malware, and updated windows 10 and all the drivers.  

That should make it 100% compatible with any Internet Service Provider.

> Now this latest tech said computer problem, again.  

Please tell us the symptoms that you are experiencing that caused you to contact their Technical Support Department.

No connectivity?

No ability to set/change the password for your wireless access?

No ability to connect to a "smart-TV" or Roku or your mobile-phone or your tablet?

[WAWood]

@wks77

Modems, or more like, the ROUTER, that Xfinity installed is accessed through a web browser using a default IP address.  Such a device typically has a port on the back onto which you screw the line from your cable provider, and jacks to plug in networking cables to connect to the PCs that are going to be using the Internet service.

The most common default IP address of such devices is 192.168.0.1.

So, if you enter that series of numbers and periods into the address bar of your Browser, it should open a window to the Xfinity device and put up a screen asking for username and password -- and as I said, those are printed on a sticker on the bottom of the Modem/Router (at least, they are on mine).

The latest tech needs to tell you the DETAILS of the so-called "computer problem", as without those details, we are unable to provide any specific assistance from here.

[wks77]

OK, I went to that number addresss and the only options are for setting up a wireless router.  Our computer is not wireless but our other devices are and they all work fine.  Some sites on our computer load resonably quick but others, for example Optumrx, Xfinity seem to come up with a dinosaur picture and the message connection interrupted.  If you wait long enough the site will eventually load (usually).  Seems like sites with a lot of content or graphics are the worst, although Pinterest loads OK.  Is the fact that our computer is hard wired the problem, maybe?  Also before Comcast switched us to this router/modem the one we had before worked fine.  This was supposed to give us much faster connections on everything.  Ha, ipad is pretty much the same and computer is totally frustrating.  What exactly will resetting up the modem/router do for us?  BTW my two options on that site you gave me are:  wireless router setup and wi-fi set up.  Which should I choose:  Thank you so much for your help

ALso the last comcast tech we talked to said to upgrade the operating system that it was not compatible with new xfinity modem.

[mdklassen]

> Some sites on our computer load resonably quick but others, for example Optumrx,

> Xfinity seem to come up with a dinosaur picture and the message connection interrupted. 

What computer are you using to access those web-sites? Model-number? Operating system? Which web-sites?  What web-browser?

Try the site:  www.SpeedTest.Net

to measure the speed of your Internet connection.

What values does your Internet Service Provider advertise that you should be getting, for what you pay, monthly?

> If you wait long enough the site will eventually load (usually). 

Are you located in some country with limited Internet access speeds?  Cuba? Rural Alaska? That makes a difference.

> Seems like sites with a lot of content or graphics are the worst, although Pinterest loads OK. 

That makes sense. 

The "text" on most web-pages is maybe 10% of the number of bytes, and the images are 90% of the download.

> Is the fact that our computer is hard wired the problem, maybe? 

No, just the opposite.  Wireless connections can be slower.

Again, what are the details about the computers that you are using?

> Also before Comcast switched us to this router/modem the one we had before worked fine. 

> This was supposed to give us much faster connections on everything. 

With "modern" hardware, it should do so.  Your hardware?

> Ha, iPad is pretty much the same and computer is totally frustrating.

That "Speed Test" web-site, as mentioned above, might not run on the iPad.

> What exactly will resetting up the modem/router do for us? 

In my opinion, NOTHING.  The "default" settings are the optimal settings.

> BTW my two options on that site you gave me are:  wireless router setup and wi-fi set up. 

> Which should I choose?

Neither -- if it ain't broke, you are not trying hard enough.

The "wireless router setup" configures the router to be compatible with the Internet Service Provider -- e.g., Comcast.

The "WiFi setup" configures the name and password for your in-home wireless network.

> Also the last comcast tech we talked to said to upgrade the operating system that it was not compatible with new xfinity modem.

Sigh. 

That advice is just "generic" babbling, not anything useful to your situation.

Further, that advice probably is incorrect, because any modern modem/router is compatible with Linux, Apple IOS, and Windows 7/8/10 and with any web-browser (including Firefox, Safari, Internet Explorer, Google Chrome, & Microsoft Edge).

[wks77]

Just to let you know, our problem has been solved by Xfinity.  They sent techs out to our house and it turns out our computer doesn't have  a network card that works with their newest modem.  So they installed the old modem and problem solved.  Just wondering if you know if putting in a higher speed network card would work or is buying a new tower the answer as Comcast is eventually going to the new modems everywhere.  Thanks so much for all your help!

[wks77]

Just to let you know, our problem has been solved by Xfinity.  They sent techs out to our house and it turns out our computer doesn't have  a network card that works with their newest modem.  So they installed the old modem and problem solved.  Just wondering if you know if putting in a higher speed network card would work or is buying a new tower the answer as Comcast is eventually going to the new modems everywhere.  Thanks so much for all your help!

[mdklassen]

>  Just wondering if putting in a higher speed network card would work ...

Yes, that is the least-expensive solution.

> is buying a new tower the answer ...

Yes, that works, too, if you are independently wealthy.

> as Comcast is eventually going to the new modems everywhere ...

Does that matter to you, now that your computer is working better ???

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