This is frustrating. Especially because I am dumb with technology.

Last Monday morning, I got to work and the business Internet was not working at all. I have an Internet/phone/fax bundle with Comcast. The phone lines were fine. Maybe a coincidence and maybe not, but that weekend, a tenant in the same complex as me closed their business so turned off their business Internet through Comcast. I hadn’t changed any settings on any computer.

I called their help line; they did something remotely and were able to turn the Internet back on, but the weird thing is that only certain websites would work. I was not able to access my business website, nor my business email. I get an error that says, "This site cannot be reached." I called them back and they said they would elevate it to their tier-2 tech team. I was able to access these sites with my home network and if I turned off my phone’s wifi and used data. The Internet/phone lines come into a modem/router, to a switch, and then branches out to each computer. The network, itself, was fine as I was able to get information from my server to all computers.

I hadn’t heard from them by Thursday and my IT guy was coming to the office, so I had him check a bunch of settings and all the hardware. He logged into the modem and checked all kinds of settings. The DNS (whatever that is) is fine. We checked for pings and packets (whatever those are) which was fine for most websites, but got 0 with the business website and the email. He said everything internally is fine and the problem is with Comcast. He says the virus protection isn’t blocking these specific websites. He told the lady on the phone that he wants SecurityEdge removed and we want a new modem.

A tech came the next day and saw that what sounds ridiculous was actually true. So he replaced the modem and the websites worked! I was so happy.

Over the weekend, the Internet company did turn off the security settings and notified me of this. But when I walked into the office yesterday, the same problem occurred as before. The Internet worked, but my business site and business email webpages would not load when accessing them through my Comcast network. I checked with other people who had Comcast Internet and the pages load fine for these guys.

I was on the phone a lot yesterday. Comcast says that it is my fault and my IT guy says it is Comcast’s fault. Comcast says their modem is spitting out the websites, but when I log in and test them directly on the modem, I get 0 packets on these specific websites. Comcast told me they are done helping me with this issue - I need to get my IT guy to figure out the problem from my end and they will not send a technician. My IT guy says he is done helping me with this issue - I need to get tough with Comcast and get a technician to come to the office.

It has been working fine for 12 years and all of a sudden, we have this issue. We didn’t change any settings or get any new hardware. The only thing different that happened, was my neighbor moved out and shut off her internet.

My IT guy has got to be wrong here, doesn’t he?
Any ideas on the problem and what I can I do to fix it?

Thanks!