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548 Messages
External IP address changed after system maintenance
Yesterday, xfinity was performing system maintenance in our area, and our connection was down for about 3 hours. When it finally came back up, i started having trouble with certain websites that use my location. I checked, and I had an IP address that located about 100 miles from where I live. My old IP address, which had not changed in several years, was located close to me so location errors were not a problem. I rebooted the modem, but still got the same IP address located far from where I live. I tried having xfinity send a signal to my modem to reboot, and still got the same IP address. I called support, and got a tech that could not understand that I was talking about my external IP address assigned by xfinity, and not an internal IP address on my local network. I own my modem and router; the modem is an Arris (Motorola) SB8200. I am on the 300 Mbps tier. After about an hour of the standard boot this, reboot that, etc, the rep finally said she was going to escalate and that I would receive a call from the appropriate department to check on my issue. Guess what? I was never called back. How do I get my IP address assigned to something near me? I am hoping that @EG can provide some input in this matter, or perhaps get my issue escalated so that I may work with someone who can help me resolve this issue.
Accepted Solution
EG
Expert
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110.1K Messages
3 years ago
Oh brother...... Here's what I know from my experience. ISP's don't correct this. A third party service does. Unfortunately, this is typically a *back-burner* thing to get corrected. The only thing that you can do is to report it. You can try this;
https://www.maxmind.com/en/geoip-location-correction
http://www.ipligence.com/contact/
https://www.ip2location.com/contact/
https://www.home.neustar/contact-us
https://support.google.com/websearch/contact/ip/
Wait for the geolocation provider to approve your request. If your request is approved, the amount of time it takes to see the correction varies by provider. The average is a month or more. Good luck with it !
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EG
Expert
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110.1K Messages
3 years ago
Something to try. If you are using a router that has a MAC address cloning feature, you can clone a different MAC address in to it. This will force a change of your WAN / public IP address. But be advised that the new IP addy may still be from the same block of addys with the very same incorrect geolocation info / reverse DNS attached to it. YMMV. Good luck !
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NoNoBadPuppy
Problem Solver
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548 Messages
3 years ago
Well, I was on the phone for over three hours. Got 'escalated' twice, but no one was able to help. They re-provisioned my modem (which was completely unnecessary). Then they tried telling me that it was my modem causing the issue and to contact Arris. I tried to explain to them that my stats are fine, that my internet is working fine, but that *THEY* were assigning an external IP address that is on the other side of the state. Then one of the 'supervisors' tried to tell me that my external IP address comes from Arris/Motorola. I literally laughed at him. I told him at that point that I did not feel comfortable with having him help me, as he was willing to make statements that were false. The last person I talked to flat out refused to even try and help me. She stated that there is nothing that xfinity can do to change my IP address, and I assured her they could indeed do so. She then proceeded to tell me that there was no one higher in support than her (which since she is in a call center on the other side of the world simply isn't true). I asked her to transfer me to Engineering so that I could speak to someone with knowledge about my issue. She then told me that she knows more than all the engineers put together and that nothing could be done. She then suggested I have a Tech come out. I told her that there were no issues that a tech could fix, and that since my connection is up and running with no issues, I would be charged for the visit. I told her I was not about to pay $100 for a tech to come out who has ZERO chance of fixing my problem. Then, she hung up on me. My question is how can I contact someone within xfinity that can actually understand my situation and would be willing to work with me to resolve it? I am at the end of my tolerance level with trying to get anyone with even a meager understanding of how to fix my problem. I know that people in this forum have had assistance with external IP address issues before. Who did they deal with to fix the issue?
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NoNoBadPuppy
Problem Solver
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548 Messages
3 years ago
Thank you very much for the links. The adventure continues...
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EG
Expert
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110.1K Messages
3 years ago
Quite welcome !
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EG
Expert
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110.1K Messages
3 years ago
BTW. Did you try the MAC addy cloning ?
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NoNoBadPuppy
Problem Solver
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548 Messages
3 years ago
Unfortunately the modem I own does not support changing the MAC address.
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Jlavaseur
Problem Solver
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948 Messages
3 years ago
So this isn’t a permanent fix, but if you use a hotspot, you will get a different ip, probably in your location, since it’s most likely on your neighbors modem, which may or may not help you…
(edited)
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BruceW
Gold Problem Solver
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26.3K Messages
3 years ago
You would change/clone the MAC in your router, not in the modem.
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.
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NoNoBadPuppy
Problem Solver
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548 Messages
3 years ago
I contacted the first link in the list that @EG provided ( https://www.maxmind.com/en/geoip-location-correction ), and filled out request to have the new IP listed as local (based on my zip code). It now shows the location as local. Thanks to everyone who participated in this thread, and shame on you Comcast for having rude reps working who insult you, lie to you, and in general make it impossible to deal with them.
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