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user_6d5553
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4 Messages

Saturday, November 5th, 2022 5:01 PM

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Xfinity Advanced Support Team

I have been trying to address a DDOS issue and have called front line Xfinity Internet Support multiple times.


They are too obtuse to understand anything I'm telling them.


I need a new Public Ip pushed via DHCP to my router.


I need a number to Advanced Support and or an email address and or way to reach.

Question

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Updated 

2 years ago

1.5K

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CCZachary1

Problem Solver

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672 Messages

2 years ago

@user_6d5553 Thank you for reaching out to the Xfinity support team. I understand that you need assistance wit your IP address. Have you spoken with our Customer Security Assurance team about this issue yet? Please contact them at 1-888-565-4329.

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user_6d5553

Visitor

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4 Messages

@XfinityZacharyA​ Thanks for responding I will. Perhaps letting your Frontline customer service reps know if it's a DDOS attack to provide this information to customers rather than having us call back multiple times....

2 years ago

0

CCZachary1

Problem Solver

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672 Messages

2 years ago

I will make sure to pass along your feedback. 

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BruceW

Gold Problem Solver

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26.3K Messages

2 years ago

... I need a new Public Ip pushed via DHCP to my router. ...

Comcast does not provide a way to change your IP address and they won't change it for you.

If you're using your own modem and router or a modem-router gateway, just clone the MAC address.

If you're using a rental Comcast gateway you'd have to:

  • place the device in bridge mode, or
  • swap out the device for another, or
  • replace your rental 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.

(edited)

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user_6d5553

Visitor

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4 Messages

@BruceW​ You're saying the DHCP Address in the scope they have the router in they can't modify? I have a Nighthawk CAX-80 modem/router combo and the only option is to use openvpn client on router itself. I am getting DDOS'd by bots from multiple ip address's although my router is blocking it's slowing down my connection. I was just gonna use vpn and change ip of router to resolve as the bot already has the existing public ip of my router. The ip address is not the private ip it's the WAN interface ip I'm referring to... Typically once DHCP has assisgned an addess although its dynamic it usually assign's the same one after the DHCP scope is refreshed.

I don't see an option to clone mac address in the setup of my router unfortunately.

(edited)

2 years ago

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user_6d5553

Visitor

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4 Messages

@XfinityZacharyA​ That team is useless like most of xfinity's support!

2 years ago

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XfinitySara

Official Employee

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1.7K Messages

@user_6d5553 - I'm sorry to hear that your concerns are unresolved. Something we can do is address your speed concerns, though! What other troubleshooting have you tried so far?

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.
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2 years ago

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