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dblmint_twin
1st Topic

6 Messages

Wednesday, November 6th, 2024 8:01 PM

I need a HUMAN!!! My ISP is on the PBL!!!

I have chatted and been told on two separate occasions that a specialist who could restore the IP off the PBL would call me back. I have yet to hear back and it's been over 24 hours. I attempted to chat again, but I keep getting routed on your AI bot over and over again to try troubleshooting. I've done that THREE times and have yet to be routed to a human!!! This is ridiculous! Why do I have to go through this much levels of frustration just to get some support from the ISP provider, who's the problem here?!?

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17 days ago

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XfinityThomasA

Official Employee

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1.8K Messages

17 days ago

 

dblmint_twin - Thank you for joining the Xfinity Forums community! You have reached the right place for help. Can you tell me a bit more about what is going on? What PBL is it on? Here are some related articles that may help. Release and renew your Internet Protocol (IP) address, Determine your blocked IP address.

 

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dblmint_twin

6 Messages

I followed the steps in the article. The site that hasn't been working still doesn't display.

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17 days ago

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XfinityJorge

Official Employee

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1.7K Messages

Thanks for the response and we are here happy to see how we can help with this. Please send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message

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.tick

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17 days ago

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dblmint_twin

6 Messages

I've done all of that. I was routed over and over again by the bot to test my connection--which is not the issue!

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17 days ago

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XfinityJorge

Official Employee

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1.7K Messages

We are here to help and if you change your mind please let us know. Over this platform you are working with humans, and we are looking forward to working with you. 

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.tick

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17 days ago

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EG

Expert

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107.1K Messages

17 days ago

@XfinityThomasA wrote: Here are some related articles that may help. Release and renew your Internet Protocol (IP) address, 

@dblmint_twin @XfinityThomasA FWIW. Doing that on a computer / device that is connected to a stand-alone router or a combo modem / router gateway device will only serve to renew / change the LAN / private IP address that is assigned to a computer / device by the router's built-in DHCP server. It will not renew the WAN / public IP address that is assigned to the router by Comcast's system / DHCP server. They need their public IP to be changed in this case...

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dblmint_twin

6 Messages

As usual...Xfinity places the onus on the customer and the problem resides in THEIR hands!!! This is soooo typical. Please Xfinity...fix the public IP. You're the ISP provider, this is your job to fix!!!

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17 days ago

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EG

Expert

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107.1K Messages

17 days ago

The concern is not "accessibility / disability" help related. Topic moved here to the proper help section, for assistance. 

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dblmint_twin

6 Messages

@EG​ Is someone going to help resolve the problem?

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17 days ago

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BruceW

Gold Problem Solver

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26K Messages

17 days ago

... a specialist who could restore the IP off the PBL ...

That isn't possible. If you are a residential Comcast customer and your public IP is listed on something like the Spamhaus PBL, it can't be removed. All residential IPs assigned by all ISPs are dynamic and can change at any time. For that reason all of them are, or should be, on a number of policy blocklists. That doesn't mean you can't send email or that your email should be considered spam, it only means you can't operate a public server on your Comcast service. That would be contrary to Comcast's Internet AUP (see https://www.xfinity.com/Corporate/Customers/Policies/HighSpeedInternetAUP):

... prohibited uses and activities include, but are not limited to ...

use or run dedicated, stand-alone equipment or servers from the Premises that provide network content or any other services to anyone outside of your Premises local area network (“Premises LAN”), also commonly referred to as public services or servers. Examples of prohibited equipment and servers include, but are not limited to, email, web hosting, file sharing, and proxy services and servers;

You may not configure the Service or any related equipment to access or use a static IP address or use any protocol other than DHCP unless you are subject to a Service plan that expressly permits you to do so.

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.

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