Please post the nature of your issue in detail right here, but be sure to exclude any personal information, and a representative will reply to you here shortly.
@EG Hello! I am new at this, so please bear with me. I was unaware of that rule and I saw others posting a request for the DM activation, so I thought that's what I needed to do.
We are having a problem with our IP address. We pay over $100+ a year for a service (ESPN+ just paid for another year) to stream NJ Devils hockey games to us in Burlington, NJ. We have done this for years. Suddenly, we could not get the games. We called the streaming service and they said we are now blocked from streaming because our IP address location now shows we are in Newark NJ. Because Xfinity could not get a deal with MSG network, all of north Jersey is blocked from the games. Newark NJ is in that blocked area. We, however, in south Jersey are not in the block out area. ESPN+ said we need to contact you to have our IP address changed. We tried having a tech put in a new modem. No change. We tried unplugging and plugging in the router at random points of time (since you use dynamic IP addresses. No change. We have spoken with Xfinity support on the phone. Takes hours to even get to a "technical support" person. When we finally did, we were told the only way to get a different IP address was to reset the modem to factory settings on bottom of modem. However, that would wipe everything off the modem, right? It would not have everything we need for it to function! Also, that was a brand new modem, just put in 3 days ago. We were also told to do a command prompt lineage change but that really only affects private networks and addresses, not public IP address. Can you please change our public IP address location, so it is accurate? I know its a hassle but I know that it is possible. I'm sure I can't be the only unhappy devils fan in south jersey, using Xfinity.
@EGisn't able to help you with that request; he's just another customer like you. You will have to wait until an official employee responds to you. But, I thank you for posting your information because that will be very helpful. 🙂
I am not a Comcast Employee. I am a Customer Expert volunteering my time to help other customers here in the Forums. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark an Accepted Answer!
Changing your public IP may or may not change where these third parties think you are located. If you're using your own modem and router, you can use the router's "clone MAC" feature to change your IP.
If you're using a rental Comcast device, they do not provide a way to change the IP address, and they won't change it for you, so you'd have to:
swap out the gateway for another, or
place the gateway in bridge mode and connect a Wifi router, or
replace your gateway with customer-owned equipment
A VPN is another possibility. If you use one your public IP won't actually change, but systems you connect to will see the IP provided by the VPN rather than your actual public IP.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
I appreciate your comments and information. I have followed up with contacting the Geolocation databases, requesting corrections. I have already contacted MindMax and they corrected the problem in a matter of only a few days. This did not resolve the problem. So, Xfinity must not be using their database. It is corrected in their database but not anywhere else. So, I still have some work to do. It would help to know which databases Xfinity uses. That way I could go right to the source. Does anyone out there know which databases are used?
dsbgraphics, hello there. I totally understand your situation. I can take a look into your account to see what exactly is the situation. I understand you are in South Jersey, and should not have that issue. However, you could be still within that predominent footprint typing everyone together. Let's take a look into your account.
To move forward with your concern, please send us a direct message with your full name and service address. From there I can authenticate your account and assist you further.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. Click "Sign In" if necessary Click the "direct messaging" icon Click the "New message" (pencil and paper) icon Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line Type your message in the text area near the bottom of the window Press Enter to send it.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
... I have already contacted MindMax ... Xfinity must not be using their database. ...
Comcast/Xfinity does not use the MaxMind or any other GeoIP database. MaxMind (and many other GeoIP providers) collect data from many sources and sell it to companies like the one which is blocking your streaming programming. You'd need to ask the streaming service which GeoIP provider(s) they use and, if the problem is bad GeoIP data, correct it with those providers.
As I said above, "Comcast/Xfinity assigns your public IP address, but does not control where others think that IP is located. Converting an IP address to a location is called "IP Geolocation" and it's done by third parties."
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
Thank you for your response. I know that IP Geolocation is done by third parties and have been advised by Xfinity Support to contact those third parties to request geolocation corrections to their database. They did list MaxMind, along with about 4 others. They said that's as far as I can take it. So, I hope something works! MaxMind was able to change our public IP geolocation to Burlington, NJ, which is right on the money. They said I had to contact them all because they could not tell me which ones they use.
So, you are saying that those third party geolocation databases, like MaxMind collect their data from other sources and sell it to an additional a company that is blocking the streaming? The reason it is blocked is because the geolocation associated with our IP address is incorrect and therefore the streaming service thinks we are outside of their services area, so we cannot receive their services. I am trying to correct the geolocation, so that it accurately represents where we live. RIght now, it does not.
EG
Expert
•
114.4K Messages
21 days ago
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
Please post the nature of your issue in detail right here, but be sure to exclude any personal information, and a representative will reply to you here shortly.
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BruceW
Gold Problem Solver
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26.9K Messages
20 days ago
Comcast/Xfinity assigns your public IP address, but does not control where others think that IP is located. Converting an IP address to a location is called "IP Geolocation" and it's done by third parties. https://forums.xfinity.com/conversations/your-home-network/fix-geolocation-of-my-ipaddress/666127b51e56d61567f91b4d?commentId=66618f1609e34b487ca2560a and https://www.xfinity.com/support/articles/correct-geolocation-data may help you correct the location info.
Changing your public IP may or may not change where these third parties think you are located. If you're using your own modem and router, you can use the router's "clone MAC" feature to change your IP.
If you're using a rental Comcast device, they do not provide a way to change the IP address, and they won't change it for you, so you'd have to:
A VPN is another possibility. If you use one your public IP won't actually change, but systems you connect to will see the IP provided by the VPN rather than your actual public IP.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
2
BruceW
Gold Problem Solver
•
26.9K Messages
15 days ago
Comcast/Xfinity does not use the MaxMind or any other GeoIP database. MaxMind (and many other GeoIP providers) collect data from many sources and sell it to companies like the one which is blocking your streaming programming. You'd need to ask the streaming service which GeoIP provider(s) they use and, if the problem is bad GeoIP data, correct it with those providers.
As I said above, "Comcast/Xfinity assigns your public IP address, but does not control where others think that IP is located. Converting an IP address to a location is called "IP Geolocation" and it's done by third parties."
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
2
user_o9vwf7
Visitor
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1 Message
3 hours ago
Commenting to activate direct messaging, thank you!
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EG
Expert
•
114.4K Messages
3 hours ago
@user_o9vwf7
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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