Visitor
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1 Message
IPv4 provisioning error - URGENT
Hello,
I am experiencing a persistent issue where my Xfinity modem is only being provisioned with an IPv6 address, and is not receiving an IPv4 address. I have confirmed this by checking the modem's status page, which shows a valid IPv6 lease but no IPv4 WAN information.
Troubleshooting Steps Taken:
- Customer-side:
- Completed multiple full power cycles of the modem (unplugged for >60 seconds).
- Restarted the network equipment in the correct order (modem first, then router).
- Enabled IPv6 on my CAX30 router, but the problem persists because the modem is not receiving an IPv4 address from the Xfinity network.
- Xfinity Support Actions:
- I have contacted Xfinity support multiple times.
- Even after this full reset and a subsequent power cycle, the modem's status page still shows "IPv6 only."
Summary of the Problem:
- Basic remote troubleshooting has been exhausted.
- The issue is not with my modem or local network, as it's a provisioning failure on Xfinity's end.
Request:
- I am requesting assistance from Tier 2/advanced technical support.
- Please open a ticket to investigate potential configuration issues at the network node level.
- If necessary, schedule a technician (truck roll) to inspect the physical line and signal quality.
Thank you for your time and help in resolving this matter.
XfinityJanelle
Official Employee
•
2.5K Messages
7 hours ago
Hey @user_xecx5f , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to reach out regarding your internet service. I would be more than happy to offer my assistance looking into this further for you. Thank you for providing the details of the steps you have completed. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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