Bookmine.co won’t load on Xfinity but works on VPN/mobile

@EG​ Yes I ran a traceroute and the request times out after 8 hops

I ran the traceroute and this is what it says, I am still able to connect to site with vpn and hot spot and on phone using data just not on wifi its super frustrating.

Tracing route to bookmine.co [69.57.162.10]
over a maximum of 30 hops:

  1     1 ms     3 ms     1 ms  10.0.0.1
  2    21 ms     9 ms    12 ms  100.92.100.227
  3    16 ms    11 ms    11 ms  po-56-rur302.salem.or.bverton.comcast.net [96.217.96.201]
  4    10 ms    11 ms    11 ms  po-300-xar02.salem.or.bverton.comcast.net [96.216.159.121]
  5    39 ms    19 ms    13 ms  ae-75-ar01.troutdale.or.bverton.comcast.net [96.216.60.221]
  6    16 ms    16 ms    17 ms  be-36211-cs01.seattle.wa.ibone.comcast.net [68.86.93.49]
  7    18 ms    17 ms    26 ms  be-2101-pe01.seattle.wa.ibone.comcast.net [96.110.39.202]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11    51 ms    49 ms    61 ms  199.193.7.174
 12     *        *        *     Request timed out.

@EG​ Thanks, I emailed them and apparently the site bookmine.co is not registered with them, maybe just the traceroute hop belongs to namecheap im not sure

@user_h81ty5​

Quick update: I followed your advice and contacted Namecheap. Their Domains Support team confirmed bookmine.co isn’t registered with them (it’s with GoDaddy), but traceroute/IP lookups show the server itself (69.57.162.10) sits inside Namecheap’s hosting network. 

So it looks like the site is hosted on Namecheap infrastructure, and Comcast IP ranges (including mine) are being blocked by their firewall. That’s why it works fine over VPN and hotspot but not directly over Comcast. 

At this point the fix has to come from Namecheap Hosting (or the site owner working with them), since the traffic leaves Comcast fine and dies in their network.

@EG​ I’ve confirmed the website’s host (Namecheap) isn’t blocking my IP and sees no firewall hits. My traceroute from Comcast reaches 199.193.7.174 in Namecheap’s network, then fails before 69.57.162.10. The site works instantly on VPN/hotspot. Please escalate to Network Engineering to check routing/peering/return-path between Comcast (AS7922) and Namecheap’s network for 69.57.162.10. I can provide traceroute/TCP tests and Namecheap’s statement. If an xfinity engineer or somebody could help that would be much appreciated!

Could an **Official Xfinity Employee** please claim/escalate?

Summary (Salem, OR):
• Site works on VPN/hotspot, fails only on home Xfinity.
• TCP to 69.57.162.10 fails on ports 80 & 443 from home.
• Traceroute leaves Comcast cleanly, then stalls in destination network (Namecheap).
• Host confirms no firewall/WAF block and asked Comcast to check routing/return-path.

Evidence (PowerShell, today ~PT):
Test-NetConnection bookmine.co -Port 443  → TcpTestSucceeded: False
Test-NetConnection 69.57.162.10 -Port 443 → TcpTestSucceeded: False
Test-NetConnection bookmine.co -Port 80    → TcpTestSucceeded: False

Please escalate to **Network Engineering** to investigate routing/return-path between Comcast (AS7922) and 69.57.162.10.  
My public IPv4 (masked): 71.63.249.xx. I can DM the full IP and full logs. Thank you!

Thank you so much for sharing those details, and keeping us updated @user_h81ty5! We would recommend reporting the site being blocked on our end following the link here. They are the right hands to investigate the trace routes, and determine the cause. 

@XfinityAdrienne​ Thanks I reported the issue with the link you provided, I hope this gets fixed soon.

also the website owner whitelisted my ip, so this proves the issue is on your guys side.

... traceroute results show the connection stalls at an Xfinity hop before reaching the destination. ...

That doesn't prove anything really. Routers along a route are often programmed to ignore trace packets.

I can browse the site, yet my trace has a huge "hole" between hops 7 and 14, like so:

C>tracert -4 bookmine.co

Tracing route to bookmine.co [69.57.162.10] over a maximum of 30 hops:

  1     4 ms     3 ms     3 ms  router1 [192.168.1.1]
  2    12 ms     9 ms     8 ms  96.120.9.181
  3     8 ms     8 ms     9 ms  po-301-1203-rur01.york.pa.pitt.comcast.net [24.124.216.181]
  4    10 ms    10 ms    10 ms  be-87-rar01.lowerpaxton.pa.pitt.comcast.net [96.110.25.9]
  5    18 ms    18 ms    18 ms  be-33-ar01.pittsburgh.pa.pitt.comcast.net [69.139.168.185]
  6    26 ms    26 ms    26 ms  be-31631-cs03.newark.nj.ibone.comcast.net [96.110.42.25]
  7    26 ms    25 ms    26 ms  be-2312-pe12.newark.nj.ibone.comcast.net [96.110.34.10]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14    81 ms    80 ms    81 ms  premium264-2.web-hosting.com [69.57.162.10]

Trace complete.

Although something along the route is dropping trace packets, the routers are still doing their job: forwarding data packets.

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@BruceW​ yeah its weird, one of my buddys whos only 15 minutes away can access the site fine, and hes also on xfinity. Last time I reached out to the host of the site and they ran some tests and everything was working good, im pretty sure its on xfinitys end.

Hello,

I’m unable to access the website bookmine.co on my Xfinity connection. This is the same problem I had before — last time it turned out to be an Xfinity routing issue, which was fixed after escalation. The site worked normally again for a while, but now the issue has returned.

The site itself is up (I can access it via mobile data and others on different ISPs can load it). I also submitted the URL through the “Report a Website Not Working” tool, but the issue persists.

Here are my traceroute results, which show the problem is occurring on Xfinity’s network:

Tracing route to bookmine.co

  1     2 ms     1 ms     1 ms  10.0.0.1
  2    10 ms    12 ms    12 ms  100.92.100.227
  3    23 ms    12 ms    37 ms  po-56-rur302.salem.or.bverton.comcast.net [96.217.96.201]
  4    14 ms    11 ms    12 ms  po-300-xar02.salem.or.bverton.comcast.net [96.216.159.121]
  5    15 ms    14 ms    12 ms  ae-75-ar01.troutdale.or.bverton.comcast.net [96.216.60.221]
  6     *       40 ms    20 ms  be-36211-cs01.seattle.wa.ibone.comcast.net [68.86.93.49]
  7    19 ms    36 ms    18 ms  be-2101-pe01.seattle.wa.ibone.comcast.net [96.110.39.202]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 ...
 30     *        *        *     Request timed out.

As you can see, traffic is routing correctly up to Xfinity’s backbone in Seattle, but after that it fails and never reaches the destination.

This is the exact same symptom as last time, and once it was escalated internally it was corrected. I’d like to request this be escalated again to the proper team so the routing to bookmine.co can be fixed.

Could an **Official Xfinity Employee** please claim/escalate this issue? I submitted this through the Website Not Working tool and received a reply that there is no Advanced Security block. However, this is not an Advanced Security issue — the traceroute shows the failure inside Comcast’s ibone backbone in Seattle. Since this is a repeat of an earlier routing issue that was escalated and fixed, I am requesting that this be escalated again to the proper routing/peering team.”

Thanks for your input. I want to clarify a couple points:

• The traceroute isn’t just dying “somewhere out there” — it consistently fails inside Comcast’s ibone backbone in Seattle. There’s no evidence of a handoff to another provider, which strongly suggests the traffic never leaves Comcast’s network.

• If the site itself or its host were blocking traffic, I’d expect to see the handoff complete and then fail further downstream. That isn’t happening here.

• Bookmine.co is accessible from other ISPs and even on mobile data at the same time, which makes it very unlikely the server itself is blocking whole ranges.

• Most importantly, this exact issue occurred before. It was escalated by Comcast and fixed without any action from Bookmine. The same pattern has returned now.

So while I appreciate the perspective, this is very likely another Comcast routing/peering issue, and that’s why I’m asking for escalation to Comcast’s network team.

@XfinityAdrienne​  This issue is still ongoing. Bookmine.co remains inaccessible on Xfinity while it works on other ISPs. This same problem was escalated and fixed previously, but it has now returned. Could you please escalate this again to the routing/peering team?

Hello @user_h81ty5 This is an issue that is handled by our Customer Security Assurance team. You can escalate the issue with them by reporting the issue at Spa.Xfinity.com . Select the Advanced Security option then Report an issue at the bottom of the page. That will open a new ticket with that team. 

@XfinityMatthew​

Thank you for the response. I want to clarify a few important points:

• This is not an Advanced Security issue. Advanced Security is turned OFF on my account, and ticket IH265388373 already confirmed there is no block. If it were blocked by Advanced Security, I would see the Xfinity warning page — instead, the site simply times out.

• Bookmine has already whitelisted my IP, and other Xfinity users nearby can access the site without issue.

• My traceroute shows the connection dies inside Comcast’s ibone backbone in Seattle:  

• 6  be-36211-cs01.seattle.wa.ibone.comcast.net [68.86.93.49]  
    7  be-2101-pe01.seattle.wa.ibone.comcast.net [96.110.39.202]  
    8–30  Request timed out

  • This exact issue occurred before, and it was fixed only after escalation to Comcast’s network/peering team.

  For these reasons, I respectfully request that this be escalated to the appropriate network engineering/peering team, not CSA. CSA handles phishing, spam, and abuse complaints — not routing problems in Comcast’s backbone.

We can work on escalating this. In order to do so we will need additional information please. 

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@XfinityJon​ Ok thanks I just did that, also to add to this, the issue was fixed earlier today and I could access the site, but just a few hours later I cannot access the site while on wifi and the trace route is bad.

@sailorbear510​ Yep that is the correct site, it seems to be some sort of routing issue on xfinitys. My trace consistently dies after Comcast’s Seattle ibone routers (be-36211-cs01 and be-2101-pe01), or stalls at the downstream handoff (hop 11 199.193.7.174). When it works, the trace reaches 69.57.162.10 normally. This exact issue occurred previously, was escalated, and fixed. It was fixed again briefly today (traceroute reached the server), but then reverted back to failing a few hours later.