My home network

Intermittent external IPv4 connectivity failure while LAN and sometimes IPv6 remain healthy.

Description: I’m experiencing intermittent external IPv4 connectivity issues on my Xfinity connection. During the outages, my local gateway at 10.0.0.1 remains reachable, but external IPv4 connections to multiple destinations fail or time out. In some cases, IPv6 continues working normally at the same time.

The issue usually resolves on its own within a few minutes without rebooting the gateway or computer. I’ve also confirmed that the same workstation works normally when connected through a cellular hotspot. I have timestamped monitoring logs showing these failures and recoveries, along with GlobalProtect VPN logs that correlate with some of the events.

I’m requesting escalation beyond standard residential troubleshooting to a network or maintenance engineering team to review the intermittent IPv4 path issue.

Responses

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XfinityDena

Official Employee

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4.6K Messages

4 days ago

@user_o6zs5x

I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken since the last visit?

user_o6zs5x

Visitor

•

2 Messages

Hi,

In addition to the two technician visits, I’ve tried a number of troubleshooting steps. I generally returned everything to its previous state before moving on to the next test so I could isolate each variable. So far, I have:

Reduced and then temporarily disabled the Xfinity gateway firewall.
Enabled Xfinity CyberSecure.
Connected my workstation directly to the gateway using Ethernet.
Split the WiFi bands and connected specifically to one band.
Replaced the Xfinity gateway/modem.
Worked with my employer’s security engineering team to review the GlobalProtect VPN and related logs.
Worked with multiple Xfinity customer service representatives by phone.
Tested with a different laptop.
Connected the workstation to my mobile phone hotspot.
Connected the workstation to a neighbor’s non-Xfinity WiFi connection.

The only tests that have worked consistently without the issue occurring are the mobile hotspot and the non-Xfinity WiFi connection. The problem has continued on my Xfinity connection over both WiFi and Ethernet, including after replacing the gateway. I also have timestamped connectivity and VPN logs showing the failures and recoveries if those would be helpful for further escalation.

4 days ago

XfinityDena

Official Employee

•

4.6K Messages

@user_o6zs5x

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (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
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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4 days ago

Your Home Network

user_o6zs5x

My home network

XfinityDena

user_o6zs5x

XfinityDena

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