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user_a0d85c's profile

New problem solver

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20 Messages

Fri, Apr 16, 2021 6:05 PM

Managed Router SRX1500

Hello. Fall 2020 we signed up for the managed router and Comcast installed the Juniper SRX1500. It has been working fine except it’s a magic black box... there is no login, no admin, no reporting, no notifications, no settings, no configuration. People I have asked look at me like I’m asking an unknown question. 

Anyone else with this service/device that can share your experience?

Router connects to Ciena 3930 on one end (fiber) and our network switch on the other.

Responses

Accepted Solution

New problem solver

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20 Messages

2 m ago

Was able to connect with the Active Core support group at Comcast who handles managed SRX routers. Bottom line, there is no access to the router. When you contract this service with Comcast, the whole concept is to put the gateway in the hands on Comcast. There are no alerts, notifications, reporting, etc that can be configured (for the end-user/customer). In the interest of transparency, this is what sales advertised/sold to me, and I accepted, but I still found it hard to believe and was expecting at least some level of access. Case closed.

Official Employee

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246 Messages

2 m ago

Hi, @user_a0d85c! Welcome to the Comcast Business Forums page where we have an awesome community of experts and specialists on stand-by to help with equipment issues over social media! We can definitely help and see what’s going on with that magic black box. In order to research this further, we will just need to pull up the account. To get started, would you mind sending us a private message with your name, address, and account number or a phone number linked to the account by clicking the "message" icon in the upper right page of any forum page. Once you click on that, input our shared handle Comcast Business to send us a private message.

New problem solver

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20 Messages

2 m ago

I'm having a hard time with this question on the PM to Comcast support. The question keeps bouncing from rep to rep based on who's available and no one is addressing the initial question. Is it possible to move away from the PM and address in the message exchange here? That would be my preference, which is how community boards are intended to work. You can validate my credentials in the PM if needed.

(edited)

Official Employee

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19 Messages

@, I'm sorry you've found things hard so far, I promise we're doing our best to help you and won't ditch you. We do work as a team to make sure you're never without support, but I will do my best to reply as fast as I can. When it comes to discussing account-specific information, we would need to work privately. But if you'd prefer to work publicly I can definitely do my best to address your concerns without specifics. I appreciate you sharing your time with me to work on this. Regarding your concern to have a separate ring for each Hunt Group member, this feature isn't available. We do have ways for you to be able to manage sequential ring settings, but this doesn't quite fall under the way you're requesting. Before we move on to your next concern I want to make sure we're on the same page. Did you have any questions on a separate ring? 

New problem solver

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20 Messages

2 m ago

Thank you for the answer on separate rings by HG. Please log as a feature request if you are able. Basically an extension which is a member of one or more HGs could have the option to select a different ring tone for each source (direct, HG, HG2, etc.). 

Now on to the question on this thread, which is about the managed router / SRX1500. 

Official Employee

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19 Messages

@, Thank you so much for sharing your feedback with us, it's the best way for us to improve our products. Our conversations are reviewed and your feedback will be passed along. Shifting our focus to your modem concerns, is there a specific feature or setting that you're having issues accessing? Please use this link as a really nice walkthrough on how to manage your modem: https://comca.st/3ak0Get

New problem solver

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20 Messages

2 m ago

@Comcast_Marcos thank you for your reply, but it has nothing to do with my question (I don't have a Comcast modem). Let me state the question again:

"Hello. Fall 2020 we signed up for the managed router and Comcast installed the Juniper SRX1500. It has been working fine except it’s a magic black box... there is no login, no admin, no reporting, no notifications, no settings, no configuration. People I have asked look at me like I’m asking an unknown question. Anyone else with this service/device that can share your experience? Router (SRX1500) connects to Ciena 3930 on one end (fiber) and our network switch on the other."

Official Employee

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7 Messages

We do want to be sure we can provide you details on this router so that you do have access to it. Are you able to post an image of the device we are working with?