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user_pa2yri
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Monday, April 21st, 2025 8:52 PM

I need to contact an Xfinity engineer

I've tried to call Xfinity, chat with them. Everything. These over seas support agents don't know the first thing about Internet slogan. I've been trying to have my Plex on my Synology work for awhile now 

And it just won't. My Synology keeps saying there are multiple routers/hops on my Internet 

Plex will only start working for me when I turn on upnp @ 10.0.0.1, and that still has an advertisement period that can go up to 999 minutes. It only started doing this recently for me too. One day it stopped working randomly. Idk how to fix it

Here is the Synology article: https://kb.synology.com/en-af/DSM/tutorial/two_or_more_routers_were_found

And here is a Plex article.

https://support.plex.tv/articles/200931138-troubleshooting-remote-access/

Question

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Updated 

3 days ago

 • Edited

19

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XfinityJohnG

Official Employee

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1.6K Messages

3 days ago

Thank you for reaching out to us here @user_pa2yri. I will be happy to assist you with any issue with your service and escalate that from here for you. Could you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   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

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EG

Expert

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110K Messages

3 days ago

@user_pa2yri 

First. Please perform and post the output of a traceroute as per the instructions given in your first link.

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user_pa2yri

Visitor

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5 Messages

@EG​ I've already done so, it shows there is indeed a hop. But idk how to get rid of it

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3 days ago

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EG

Expert

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110K Messages

3 days ago

We'd still like to see it please. We may need to use it as an example for the management.

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EG

Expert

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110K Messages

3 days ago

Copy and paste all of the text. Please don't post a screenshot.

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user_pa2yri

Visitor

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5 Messages

Tracing route to dns.google [8.8.8.8]
over a maximum of 30 hops:

  1     3 ms    <1 ms    <1 ms  10.0.0.1
  2    13 ms    19 ms    13 ms  10.27.246.107
  3    14 ms    15 ms    13 ms  po-51-rur302.mashpee.ma.boston.comcast.net [96.217.74.21]
  4    19 ms    12 ms    13 ms  po-300-xar02.mashpee.ma.boston.comcast.net [96.110.118.193]
  5    15 ms    16 ms    13 ms  po-2-xar01.mashpee.ma.boston.comcast.net [96.108.46.181]
  6    18 ms    18 ms    22 ms  be-316-arsc1.needham.ma.boston.comcast.net [68.87.147.25]
  7    22 ms    15 ms    17 ms  be-501-ar01.needham.ma.boston.comcast.net [162.151.52.34]
  8    16 ms    20 ms    17 ms  be-32011-cs01.newyork.ny.ibone.comcast.net [96.110.42.1]
  9    15 ms    17 ms    22 ms  be-3111-pe11.111eighthave.ny.ibone.comcast.net [96.110.34.18]
 10     *        *        *     Request timed out.
 11    24 ms    22 ms    17 ms  142.251.78.65
 12    22 ms    21 ms    22 ms  142.251.65.115
 13    25 ms    21 ms    27 ms  dns.google [8.8.8.8]

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3 days ago

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user_pa2yri

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5 Messages

LINE 2 would be the "hop" that my synology is upset about

(edited)

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3 days ago

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EG

Expert

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110K Messages

3 days ago

Is it a Synology router or an NAS ?

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user_pa2yri

Visitor

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5 Messages

ITS a NAS. I've turned on bridge mode on my xfnity modem but it made me unable to get back onto the internet. and i had factory reset it. I dont know why the hop is still there

(edited)

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3 days ago

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