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user_01f60b
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Monday, March 14th, 2022 1:47 AM

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Cannot access certain websites

When I try to access some websites and apps (e.g., Slack, Zoom), I got ERR_CONNECTION_TIMED_OUT. I see many other people have asked this question, and the experts on this forum have taken the discussions offline. For whatever reason, I've been getting the runaround from Comcast technical support. I've had Comcast for over a decade, and I'm planning on switching ISPs unless this can get fixed quickly. 

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3 years ago

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user_01f60b

Visitor

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3 Messages

3 years ago

@XfinityAlyssaA: You had commented on another person's post with the same issue. Any insights?

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CCJay

Official Employee

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618 Messages

Thanks for taking the time to reach out to us regarding your connection issues. Let's get to the bottom of this together. Just to confirm, are you experiencing this issue on a Google Chrome browser? 

I no longer work for Comcast.

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

3 years ago

0

user_01f60b

Visitor

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3 Messages

The problem occurred on laptops and phones. The problem occurred on chrome and safari. The problem occurred with an old router and a new router (both provided by Comcast). The problem occurred in web browsers and apps. The problem occurred for days. And it recently disappeared. The problem has occurred before. No one at Comcast could provide a satisfactory answer what was wrong and what to do. I can't have this happen again. I rely on Internet service to do my job working from home. If I can't get a satisfactory answer, I plan to switch providers. Please let me know if you can help me understand what happened and how to prevent it from occurring again. Thank you.

3 years ago

0

CCMichelle

Problem Solver

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788 Messages

Thanks for reaching back out to us. I know how frustrating it is to have connection issues and I am very reliant on my connection Can you tell me a bit more about your network setup? Do you have any external routers or switch's connected? 

I no longer work for Comcast.

3 years ago

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km9172

Visitor

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1 Message

3 years ago

I don't see a response to this thread, and it is recent, so I will hope on and say "me too"....
I am experiencing this same issue. When using a web browser, sometimes we receive ERR_CONENCTION_TIMED_OUT when some sites are accessed. And other times the same sites are fine. Sometimes phone apps have an undetermined "network error" and retrying them resolves the issue. This started occurring 1-2 months ago, I'm not certain when, I didn't document it because I thought it was a temporary glitch somwhere...but it keeps happening. This is occurring on:
My Windows PC:
Chrome
Edge
Firefox
My phone (Pixel 5a, Android 12):
Chrome
Facebook
Firefox
Other apps have various "connection errors" at various times.
My wife's phone (Pixel 4a, Android 12):
Chrome
Facebook
Other apps have various "connection errors" at various times.
My test phone (Moto X4, Android 10)
Chrome
Other apps have various "connection errors" at various times.
My wife's Chromebook
Chrome
We are NOT using Xfinity equipment. I have a Ubiquiti EdgeRouter, an ARRIS 6183 as the modem, and a Ubiquiti U6-Lite for WiFi, as well as a LinkSys router in bridge mode as a backup AP for WiFi (the model number escapes me and I don't feel like going to look). I have not have this connection problem with this equipment prior, and neither the equipment nor firmware has been updated in 6 months.
I DO NOT have this issue when using a VPN on any of these devices through the XFinity connection using my equipment, which is our workaround for now.
I DO have this same issue when using the Xfinity connection at work (which does not use Xfinity equipment either).
I DO NOT have this issue when connected via cell service.
I DO NOT have this issue when using WiFi at my parents, who do not use Xfinity as their provider.

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XfinityThomasD

Official Employee

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1.3K Messages

@km9172 I'm terribly sorry for the delay and to hear that you are having trouble with your apps and websites loading. I can certainly understand how this would be concerning and appreciate the details you've provided. If you are still running into this issue, which I assume you are, we can work on checking a few things from our end and provision the account and service. Would you please send our team a direct message with your full name and full address? This way, we can work directly on the account and follow up here with any findings as well. 

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://comca.st/3wVbpZe
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.
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

3 years ago

0

user_2dcde0

Visitor

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2 Messages

3 years ago

Very disappointed. I can't connect certain equipment to the network.  Been told that it is my internet provider.   I contact customer service and then they say it is my equipment (tv or ps4).  I am able to connect with my phones Hotspot but unable to connect with the wifi. What good is it for what we pay!  This is ridiculous 

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