Otter4's profile

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11 Messages

Tuesday, September 19th, 2023 8:21 PM

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I have been unable to ping WAN IPv4 Gateway since today's scheduled maintenance

I have rebooted my modem and router. My router is configured to ping the default gateway provided by DHCP to monitor if my internet connection is working properly. It has received no response since today's scheduled maintenance. The Internet connection is working very well. I can access all services. I just can't ping the gateway. 

Official Employee

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1.2K Messages

10 months ago

Thanks for reaching out @Otter4! Has anything improved since this post?

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11 Messages

No change.  The Internet service is working fine.  But the default gateway does not respond to ping or traceroute.

Official Employee

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708 Messages

@Otter4 Are you currently using your own third party modem or renting from Xfinity? 

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I am using an Arris S33 modem.  It is listed on the Xfinity supported modems list for my Internet speed.  As previously mentioned it works fine.  There is no connectivity problem.  The issue here is that the new gateway does not respond to ICMP pings or trace route.  

Visitor

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8 Messages

10 months ago

ICMP blocked on GW now? Ping something else on Internet, like Google name servers ...

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The point of monitoring the default gateway is to tell if loss of Internet is due to something local within Comcast's network or something elsewhere in the Internet.  The farther from my connection I monitor the less precise the value of what it tells me.

Gold Problem Solver

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25.7K Messages

10 months ago

... monitoring the default gateway is to tell if loss of Internet is due to something local ...

Maybe run a trace (Windows "tracert", others "traceroute") and pick up the first Comcast IP that responds?

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(edited)

Regular Visitor

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11 Messages

I did just that as a temporary workaround.  However there are downsides to this:

- This makes the configuration manual and so it may need to be manually updated any time the Comcast network changes.  Such a change may not be obvious and so would need to be confirmed with a traceroute.

- I am now monitoring some unknown location and so it has less diagnostic value than monitoring the closest gateway.

Problem Solver

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1.5K Messages

10 months ago

That's the way it is in my market too.  It's highly annoying if you use multiple gateways for automatic failover, and testing the default gateway is a pretty common way to do that.  You'll have to script/monitor something else.  I wouldn't look for an explanation from Xfinity either.  There are no company network engineers that respond here.  

If you are getting a 255.255.254.0 subnet mask for your IPV4 WAN, try monitoring the base address of your subnet for the IP address you got (The xxx.xxx.xxx.1/255.255.255.255 address), not the default gateway, or something close as @BruceW suggested. 

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My default gateway IS the .1 address in my /22 subnet.  See my response to @BruceW for reasons why monitoring some downstream address is sub-optimal.  I am not looking for an explanation. I am hoping this gets escalated to the point where it gets fixed.

Problem Solver

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1.5K Messages

@Otter4​ I wasn't talking about the /22 base address.  I was talking about using the /24.  The same subnet your current IP address is on.  *or one of the other "dot one" addresses in the /22 range.    

I understand it's sub optimal because you need to script that change when your IP address changes, or do it manually.  As far as an actual fix for it, I wouldn't hold your breath.  What may work is spoofing your MAC address.  Perhaps you'll end up on another block of IP addresses where you can ping the default gateway.     

(edited)

Gold Problem Solver

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25.7K Messages

10 months ago

... I just can't ping the gateway. 

Some ancient history that may or may not be of interest: https://forums.xfinity.com/conversations/your-home-network/public-ip-address/602db072c5375f08cd2e6c42?commentId=602db082c5375f08cd30e213 

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.

(edited)

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11 Messages

Although it is a less than optimal solution, I did a traceroute to 8.8.8.8 and picked the first IP address that responded.  I verified that IP is in the Comcast address space.  I set that IP address as the monitor address in my router.  I have no idea where in physical space that address is.  The RTT is certainly much longer than the values I used to get from the default gateway.

1 Message

9 months ago

I am also having this same situation since the beginning of September.  Xfinity/Comcast was doing to maintenance in the area which reset my modem and now I cannot ping my WAN gateway like I always was able to do before.  This is extremely annoying as I have my pfsense router monitor this address to determine if there are issues with my wan connection stemming from either xfinity's internal network or my physical connection to the pole.  I have used this data to prove to Xfinity that there was a problem from the pole to my house.

I am pinging google's DNS servers but that does not provide adequate nor accurate information in regards to MY connection. 

Official Employee

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1.3K Messages

Thank you for reaching out to us @seanryan52! Are you still able to run a trace route?

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.
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Regular Visitor

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11 Messages

9 months ago

I am concerned that the silence of @XfinityAntoine, who initially responded to this thread, indicates that Comcast is not interested in this problem.

Official Employee

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1.8K Messages

@Otter4 

Hi there! We are sorry we didn't get back to you sooner. Can you tell us if any additional troublshooting steps have been taken? 

(edited)

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
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