Express to modem issue.

I'm setting up a friend who is a recent converter to MAC.
Comcast three in one modem phone/tv-cable/internet.
I plug the modem to the express. and then I check it on her laptop. I'm communicating wirelessly just fine from macbook to express. updated the software and everything.
But it wont go online. I've called comcast. They say its an apple thing.. lol (dont they always). lol.
Anyways any info would be great.
Side note: The internet works fine when plugged from the macbook right to the modem via ethernet cable.
Thank you -Jeffg

I did do a full shutdown of the comcast box.
and still no connection but there is one thing i didnt do and that was pull out the backup battery on the comcast box.
it allows the box to function under a power loss. maybe i should try that. thank you

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