Xfinity plant
Xfinity globe
Community Forum

Not Able to Access Aetna Website

New Poster

Not Able to Access Aetna Website

I am unable to access my Aetna Navigator website from any device on my Xfinity network. I can however access it from my mobile data. I have read my IP may be blacklisted? I also read on this forum:

 

Looks like your Comcast assigned WAN / public IP address is being blocked by the site / server for some reason. Try contacting the web host / site admin @ server209.web-hosting.com concerning this.

 

Of course this email address is not valid. 

 

Suggestions?

Expert

Re: Not Able to Access Aetna Website

Post the output of a trace to the site.

Expert

Re: Not Able to Access Aetna Website

Maybe send them a Tweet and ask for help? https://twitter.com/aetnahelp

New Poster

Re: Not Able to Access Aetna Website

I do not remember the correct syntax for a trace, can you remind me?

 

New Poster

Re: Not Able to Access Aetna Website

Here it is... (Google is my friend)

 

C:\>tracert www.aetna.com

Tracing route to www.aetna.com [206.213.211.171]
over a maximum of 30 hops:

1 8 ms 5 ms 4 ms 10.0.0.1
2 13 ms 17 ms 10 ms 96.120.86.133
3 15 ms 26 ms 14 ms ae-105-rur01.modesto.ca.ccal.comcast.net [69.139.197.41]
4 13 ms 15 ms 14 ms ae-6-ar01.fresno.ca.ccal.comcast.net [68.87.212.21]
5 * * * Request timed out.
6 24 ms 23 ms 20 ms be-11587-pe02.600wseventh.ca.ibone.comcast.net [68.86.83.18]
7 23 ms 25 ms 23 ms 192.205.37.25
8 93 ms 94 ms 92 ms cr1.la2ca.ip.att.net [12.122.128.102]
9 92 ms 96 ms 93 ms slkut21crs.ip.att.net [12.122.1.186]
10 92 ms 94 ms 94 ms cr2.dvmco.ip.att.net [12.122.28.45]
11 91 ms 95 ms 92 ms cr1.kc9mo.ip.att.net [12.122.28.78]
12 100 ms 93 ms 93 ms cr2.cgcil.ip.att.net [12.122.2.54]
13 95 ms 94 ms 94 ms n54ny21crs.ip.att.net [12.122.1.1]
14 94 ms 101 ms 92 ms cr2.n54ny.ip.att.net [12.122.2.14]
15 96 ms 93 ms 94 ms cr1.cb1ma.ip.att.net [12.122.28.134]
16 110 ms 94 ms 91 ms 12.122.145.73
17 100 ms 99 ms 97 ms 12.251.249.198
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.

Expert

Re: Not Able to Access Aetna Website

Your packets are beyond Comcast web space and in to AT&T's backbone web space. The last hop is an ATT router. Either there is a routing issue with AT&T or they are blocking the site for some reason. This is not a Comcast issue.

New Poster

Re: Not Able to Access Aetna Website

What do I do now?

Expert

Re: Not Able to Access Aetna Website

Here is a comparison trace from my end;

 

Tracing route to www.aetna.com [206.213.211.171]
over a maximum of 30 hops:

 

1 1 ms 1 ms 2 ms 192.168.1.1
2 9 ms 9 ms 10 ms 96.120.73.93
3 10 ms 9 ms 10 ms xe-7-3-3-sur03.union.nj.panjde.comcast.net [68.85.77.1]
4 17 ms 14 ms 12 ms be-37-ar03.plainfield.nj.panjde.comcast.net [162.151.210.113]
5 14 ms 13 ms 12 ms ae10.edge2.Newark1.Level3.net [4.68.71.125]
6 * * * Request timed out.
7 22 ms 21 ms 21 ms AETNA-INC.bear1.Boston1.Level3.net [4.31.154.66]
8 * AETNA-INC.bear1.Boston1.Level3.net [4.31.154.66] reports: Destination net unreachable.

 

Trace complete.

 

Seems that there may be some kind of routing issue with the domain. My route to the site traverses Level3 backbone routers and the ICMP message "Destination net unreachable" is appearing;

 

https://www.google.com/search?q=Destination+net+unreachable&rlz=1C1SQJL_enUS782US782&oq=Destination+...

 

The issue could actually lie with the Comcast Default Gateway router.

Expert

Re: Not Able to Access Aetna Website


@familyeduc wrote:

What do I do now?


I'm going to try escalating this issue to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic.

Official Employee

Re: Not Able to Access Aetna Website

Hello familyeduc, I can assist you with getting this issue corrected. I will need access to the account to do so, can you please send me a private message with your full name, street address, and account number by clicking on my name (ComcastAmir) and then "private message me"?