New service, can connect to some websites but not others

I've contacted online support 2 times now for this issue, without resolution.

After starting service at a new address, I can reach some websites but not others. The behavior is the same on 2 android phones, an apple laptop, and a Sony smart tv. I am using the provided XB8 modem/router, and no other network equipment.

Sites I can reach:
- google.com
- fast.com
- xfinity.com
- router admin page.

Sites I cannot reach:
- speedtest.net
- americanexpress.com
- github.com
- Xfinity android app / support chat
- smart tv login for YouTube, Netflix, or Crunchyroll

From my laptop, ping or traceroute to 1.1.1.1, 8.8.8.8, or comcast.com fails, and traceroute shows no successful hops past my router.

Results from fast.com speedtest show good speeds, 600 down/200 up via WiFi.

Going to the router admin page / troubleshooting tab, then selecting ping or traceroute as above, shows the same failures.

Chat support claimed they would escalate, and that I would hear back within 30 minutes, but that was 4 hours ago and I received no emails or texts as I was told.

Despite the above symptoms on multiple devices, chat support has no suggestions besides repeatedly restarting my router, or reconnecting to the WiFi.

Responses

XfinityPaula

Official Employee

•

1.4K Messages

11 months ago

Hello @user_bvuhoq Thank you for reaching out and sharing the trouble you are having with accessing these specifics sites from your devices. Thank you as well for bringing us with you to your new address! Moving can be hectic!

I'm sorry that our support agents have not been able to assist you or provide any updates. I know how vital it is to have internet access and with the connection being limited it's not going to help when you need to use your services. I would love to help out and have this issue resolved for us.

Since it seems like a setting within the gateway, is this the same gateway modem from your previous address or a new device to you? Are you able to factory reset the gateway? Do you have any devices that are hard-wired to the gateway with an ethernet cable?

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user_bvuhoq

3 Messages

This is a new device to me, ordered for this new address.

I will be able to factory reset it if provided instructions. I do not currently have any devices connected to it with Ethernet, but I can cable a laptop to it later today.

11 months ago

0

XfinityAngie

Official Employee

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1.8K Messages

user_bvuhoq, Here are some instructions on how to factory reset the modem.

1. Locate the WPS button on the back of the modem.

2. Press and hold this button for at least 30 seconds, then release.

3. When you release the button, the light on the top will flash green quickly to indicate you have successfully started the reset process. Let me know how it goes.

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11 months ago

0

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user_bvuhoq

3 Messages

I performed the factory reset, but it did not resolve my issues.

11 months ago

0

XfinityJorge

Official Employee

•

2.1K Messages

Thanks for the response user_bvuhoq and we are here to help. Please send us a DM and we are happy to see what steps we can take next to help!

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

11 months ago

0

Customer Service

user_bvuhoq

New service, can connect to some websites but not others

XfinityPaula

user_bvuhoq

XfinityAngie

user_bvuhoq

XfinityJorge

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