pfloyd's profile

New Poster

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2 Messages

Wed, Feb 3, 2021 8:00 AM

connection has timed out

trying to assess comcast email and I get a connection has timed out. I a can log on to my comcast account successfully. Clicking on the email Icon (https://connect.xfinity.com) it times out.

I remove my antivirus and disabled the firewall.  Not using a VPN.

this all started on 1/27/2021. support could not find any issues.

anyone else having this issue.

Responses

New Poster

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1 Message

2 m ago

I cannot thank you enough for the time and effort that you invested to resolve this issue. It has driven me crazy for days, and yes, Comcast was of zero assistance.

I was near ready to strip down my computer and do a complete reinstall when I was fortunate to have found your post.

Your solution worked like a charm.

Thank you again, and again!

Curt

 

earl_anderson

Frequent Visitor

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8 Messages

2 m ago

FWIW:  I was able to run CMD as administrator (Win10) to run the command.

 

Official Employee

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40 Messages

2 m ago

We made some changes this morning that should resolve this issue. This one was a bit tricky to track down as an ethernet MTU setting above 1500 is a bit of an outlier. This is also why many would see the problem on some computers and not on others.  The default for most Windows and Mac computers is 1500.  This is why the problem wasn't happening to most email users and only on specific machines. 

 

Although we have put in a fix on our side to handle the MTU setting, unless you have a specific reason, for the best experience across the internet I would recommend keeping the default of 1500.  As we were testing this with a higher MTU we ran into some slowness and timeouts on various sites across the internet. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

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8 Messages

2 m ago

How can we tie your action to some process on your end to close open customer support tickets properly?  Any 'bug number' or etc on your side to report to accomplish this?

 

Also, what changed on your end that caused the MTU length sensitivity in the first place?  Many of us were operating just fine for years with higher MTUs until about 25 January 2021.  Are you able to elaborate?

 

New Poster

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2 Messages

1 m ago

The same thing happend to me as soon as they updated my service with a new wifi modem .

Opening, forwarding, deleting email is stalled by the orange pop up flag at the bottom of my screen and It's driving me crazy ! I just told them I want my old modem back or one that works. They sent a tech to check it out but he said everything was working properly. I guess I'm going back to Verizon !

Frequent Visitor

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8 Messages

1 m ago

So you are saying Apple Mail is OK, but you are seeing failures when accessing web mail on Xfinity site with the same machine?

New Poster

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2 Messages

1 m ago

I am on OSX 11.2.2 Mac.  Many forum posts on timing out/server disconnection issue since January.  My MTU setting shows 1500.   Serviceman was sent out and replaced splitter which is located outside (not in my basement).

 

This issue happens when the login portal to email is used rather than via Apple mail.   Router then resets itself.  

 

This morning received a message from AVAST stating we've just saved you from an infected site:  https://login.xfinity.com/login.    Threat:  URL:Phishing

 

I have contacted ARRIS and they claim everything is good on the router. They said it is a Comcast connection issue.  I even reset it to factory settings and reestablished everything on my router.   Comcast has reset the connection multiple times.   I have run a wireless scan and everything, including router, is secure.    Help!!!!  I am paying for internet and not getting the service.

New Poster

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2 Messages

1 m ago

Yes.  Just spent 1/2 hour on phone with Comcast Tech Support because they had no idea what MTU meant.  I really don't want anyone in my house but they claim that once a visiting rep can do nothing, they can escalate it up through the channels.

 

I tried logging onto xfinity mail while on phone with him and got this following message on my screen.   AVAST stating it stopped an infected website for phishing.

https://login.xfinity.com/login

 

Tech rep said that can't be true becasue their website is not a phishing site.  ;-(

Visitor

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1 Message

4 d ago

Had the exact same problem on a recent new install of Windows 10 Home Edition, 10.0.19042 Build 19042.

Could log into Xfinity account just fine and when you click the Mail icon, the connection would time out, but it worked fine on the old Windows Vista 7 computer.

After looking at Anon1532942 solution, I found after running the command:

  netsh int ipv4 show subinterface

The MTU on "Local Area Connection" which is my NIC (no wireless on this computer) showed it was 1504.

Yeah I thought, I'll just run the power shell command as recommended to change it to 1500 (1500 was optimal MTU after verifying with ping 8.8.8.8 -f -l 1472; 1472+28=1500 google it)

   netsh int ipv4 set subinterface "Local Area Connection" mtu=1500 store=persistent

Well it changed it to 1500 all right, but the problem still existed, even after a reboot, the page timing out when clicking the Mail icon.

To make a long story short after comparing this Windows 10 + Comcast Cable to another Windows 10 + Comcast Cable and a different account in a different household, the only difference was this Windows 10 was using IPV6, the other computer was Windows 10 and IPV4 only.

So, on this computer, I disabled IPV6 and what-do-know? IT WORKED. You can now click the mail icon and get your mail!

In this case PROBLEM SOLVED!

Hope this helps someone.

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