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user_rf8ifq
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Thursday, January 2nd, 2025 1:32 PM

I can’t connect to battle.net

I tried to play a game using the game platform Battle.net, but I couldn't log in. I contacted support and tried many solutions but couldn't find a solution. Finally, support told me to contact my provider, so I came here.

Additional information is provided below:

・I can log in to the Battle.net website, but I can't log in to the Battle.net app launched from my desktop.

・I can log in if I use a VPN or my smartphone data line, but as soon as I switch to my home Wi-Fi I am immediately logged out.

・I tried using my smartphone, and can log in using my smartphone data line, but not at home Wi-Fi.

Question

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Updated 

3 months ago

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XfinityRoberto

Official Employee

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1.7K Messages

4 months ago

Hi there @user_rf8ifq. Thank you so much for reaching out to us. Now are you having issues with the Internet with other devices?

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user_rf8ifq

7 Messages

Hi, @XfinityRoberto​.

I can connect internet with any devices, eg. smartphone and iPad, using home Wifi. But I cannot login battle.net and I’m suspecting it’s caused provider’s issues.

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4 months ago

0

XfinityJeniece

Official Employee

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3K Messages

Thanks for confirming those details, user_rf8ifq. Is this the only website you are having issues with?

 

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4 months ago

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XfinityJosephA

Official Employee

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1.7K Messages

user_rf8ifq I would try resetting all devices and your internet equipment. If the issue is still there test multiple devices while connected directly to the modem with an Ethernet cable. This can help diagnose the issue. 

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4 months ago

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user_rf8ifq

7 Messages

@XfinityJosephA​ I tried what you said.

The issue hasn’t changed.

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3 months ago

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XfinityJeniece

Official Employee

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3K Messages

I appreciate you attempting those troubleshooting steps and reaching back out. Were you able to test on multiple devices? What devices did you try?

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3 months ago

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user_rf8ifq

7 Messages

4 months ago

I don’t think it’s a website. It is a video game platform like steam.

The issue is only this game platform battle.net.

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Da1MixdHawaiian

1 Message

3 months ago

I am having the same issue myself. I cannot log on to the app “battlenet” on my PC or my smartphone(when connected to my home Xfinity WiFi) but when I remove my phone from the WiFi , I can log in to Battlenet no problem. I’ve been searching for firewall stuff within Xfinity but I haven’t found a solution yet. 

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XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @Da1MixdHawaiian! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this app. You have definitely come to the right place for assistance.

 

If you haven't already done so, I would encourage you to reach out to our Customer Security Assurance (CSA) Team and report the URL or IP address of the app that is being blocked by going to https://spa.xfinity.com/report. I'm guessing the app operates on a different IP address from the Battlenet website, so you may need to check your settings to confirm exactly where the block is occurring, but they should be able to investigate this issue for you.

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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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3 months ago

0

jlambpdx

3 Messages

3 months ago

I am having the same problem. I emailed customer service as suggested. It's been five days with no response.

I can connect using my phone's data, but not via Xfinity. I tried both wifi and wired.

I have factory reset my router, tried port forwarding with triggers, UPnP, DMZ, etc...

I believe the required ports are 6112 and 4000, but that could be old information.

(edited)

2

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XfinityBenjaminM

Official Employee

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1.9K Messages

 

jlambpdx Hello! Please try resetting your battle.net password. We did a quick check on their forums and that is a recommended fix for this issue.

 

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3 months ago

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jlambpdx

3 Messages

I can't connect to the Battlenet app to enter my password. Also, it works via my phone data.

I changed it anyway, because I've tried everything else. It did not work. I still can't connect to the Battlenet app.

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3 months ago

0

user_rf8ifq

7 Messages

3 months ago

Finally, I resolved the issue.

The issue seemed to be that the modem firmware had not been updated correctly.

I called the security team and they fixed it after rebooting the modem about 5 times, which is strange because I had rebooted it more than 5 times before I called.

I hope this information helps.

4

jlambpdx

3 Messages

@user_rf8ifq​ What do you mean by the "security team"? Who exactly did you call?

They kept trying the same thing and having you check each time?

What exactly did they do, so I can ask them to do the same thing?

Thanks for your time.

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3 months ago

0

user_rf8ifq

7 Messages

@jlambpdx​ Hi!

Security team is Customer Security Assurance.The URL is below.

https://internetsecurity.xfinity.com/help/report-abuse

They let me kept trying the same thing but I checked only one time.

I guess they have a way to check our modem’s version has been updated correctly.

They simply instructed me to unplug and plug the modem.

So, All you need to ask them is having them check that your modem's firmware version is correctly updated.


As a side note, I'm not sure if firmware is the right word, they said the modem version wasn't updated correctly.

Thank you.

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3 months ago

XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @jlambpdx! Thank you for letting us know you were experiencing similar issues with the Battlenet app. The information that was shared by @user_rf8ifq is correct. You can reach our Customer Security Assurance (CSA) Team online by going to https://internetsecurity.xfinity.com/help/report-abuse/ or by calling 1-800-266-2278 and asking for the "CSA Team" between the hours of 8am and 12am, Eastern Time. They should be able to work with you to get this resolved.

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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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 months ago

0

XfinityMartyR

Official Employee

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2K Messages

user_rf8ifq Thanks for the update! I'm glad to hear the CSA team was able to help. 
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3 months ago

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