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user_rhozbc
1st Topic

2 Messages

Sunday, October 15th, 2023 6:23 PM

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Internet is only working for some sites (eg. google, youtube, wikipedia)

I am using a new Arris SBG8300 modem/router combo. In the XFinity app, the modem shows it is online and using the XFinity assistant to troubleshoot, the modem is supposedly working.

I can connect directly to the modem with an ethernet cable, or over wifi, and only access a few sites like gmail, youtube, instagram, wikipedia, but almost all other sites I cannot reach, for example my banking website.

The error says err_connection_timed _out. 

Question

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Updated 

2 years ago

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zandor60657

Contributor

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204 Messages

2 years ago

It's very possible that the issue is upstream somewhere.  An outage in Comcast's network, and outage in someone else's network, or a major hosting provider (like AWS) having an issue could all cause a big chunk of the Internet to disappear.

One other thing that could cause this is if IPv4 was not working but IPv6 was.  Gmail, YouTube, Instagram, and Wikipedia all support IPv6, but a lot of sites don't.  Like chase.com (Chase Bank) does not, for example.  Its possible to misconfigure a computer so that IPv4 doesn't work but IPv6 does.  Comcast supports IPv6, and if the site also supports IPv6 the site will work even if IPv4 is broken.

Have you tried any other devices, especially things other than computers like a smartphone?  You might also want to try an IPv6 test web site.  Personally I like https://ipv6-test.com/ since it also reports on your IPv4 configuration rather than just IPv6.

Do you have any examples of sites that do not work?

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user_rhozbc

2 Messages

2 PCs, my smartphone, and TV all cannot connect to most sites, chase.com for example does not work.

Looking at ipv6-test.com, my IPv4 connectivity is not supported. My IPv6 connectivity is supported. If I ping google using the command prompt with IPv4 it fails, but it does work with IPv6.

Not sure what is the best way to proceed.

2 years ago

0

zandor60657

Contributor

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204 Messages

@user_rhozbc​ 

I'm not sure what the best way to proceed is either, but at least you have some idea what the problem is now.  I figure next step is calling tech support, but I'm not sure if you should start with Arris or Comcast.  IPv6 works and IPv4 doesn't means your hardware is probably fine, but you probably need some sort of software or firmware update.

Have you tried a speed test?  I'm pretty sure Comcast speed test works over IPv6.  https://speedtest.xfinity.com/ has IPv6 addresses in DNS.  That won't fix the issue but if you can get full plan speed on an IPv6 speed test it could be useful in narrowing down where the problem is. If you get full speed on IPv6 it means it's not a hardware problem and it's probably some sort of config issue.  Or maybe a modem problem, but since Comcast pushes firmware updates out to customer owned modems it's probably still Comcast's problem.

2 years ago

0

XfinityRoberto

Official Employee

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1.7K Messages

2 years ago

Hi there @user_rhozbc. I am sorry to hear that you are not able to surf the Internet. You are in the right place, and we are happy to assist you with your connection issues. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.


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EG

Expert

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110K Messages

2 years ago

@user_rhozbc @XfinityRoberto 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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