My Own Email/Web Site Server Is Blocked By xFinity

Got a strange one - I have a web site and email addresses at Playatech.com served in the cloud, and a week or so ago my Mac Mail, Safari, and Chrome stopped accessing them with time-out errors, but only on my home network. Same problem on other devices, but no problem accessing site/email from cellular. I have since found that I can access them fine on my home network when I activate the Bitdefender VPN app on my Mac, which I assume tunnels through whatever firewalls xfinity puts in its modem or access gateways (using Netgear CM-1000 cable modem into Nighthawk router). Therefore I assume my DNS servers got blacklisted somewhere by xfinity for some reason.

How can I get xfinity to unblock my Playatech.com servers NS1.BRACKETMEDIA.US and NS2.BRACKETMEDIA.US so that I can access my own web site and email from my home office without needing a VPN?

Thank you to anyone with a good answer!

Responses

XfinityOrlandoM

Official Employee

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2K Messages

1 year ago

@user_yw8z5o Hello try this link https://spa.xfinity.com/postmaster?faq=avoid-blocks-ipv4 to see if you can have it unlocked , if that doesent work please reach out to our Customer Security Assurance team this link https://internetsecurity.xfinity.com/help/report-abuse shows how to reach them

user_yw8z5o

5 Messages

Thank you! I submitted a report via the first link you provided. The second link you provided returns a "Bad Request" error. Would appreciate a correct link in case it is needed. Thanks!

1 year ago

XfinityGabby

Official Employee

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1.5K Messages

Hmm, have you attempted to clear cache and cookies? I was able to open it with no issues. In any case, here is the contact information for our Customer Security Assurance Team:

Contact: 1-888-565-4329

Business Hours: 8:00am - 12:00am EST, 7 days a week

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

1 year ago

user_yw8z5o

5 Messages

There are no issues with my site or email so you should be able to access the site, just as I can any way I want EXCEPT over my xfinity Internet without turning on VPN.

Yes, cleared caches & cookies and as already mentioned I duplicated the problem with other devices. Submitted a support ticket a week ago and nothing happened so I just submitted another one. Tried to call before I ever posted here but got cut off after 30 minutes of getting nowhere, and tried again today but keep getting pushed to bots or chats. There seems no way to find a human who has a clue about this level of tech issue, and no way to send a support request that gets routed properly. Now I'm getting pinged to "accept" this response, but I can't because what I really need is someone at xfinity who knows more about unblocking things on your end than I do and can actually do it. If you have a way to forward this thread to them, I'd appreciate it.

Thank you.

1 year ago

user_yw8z5o

5 Messages

Just spent another hour in a tech support txt chat and then it terminated the session saying I opted out...

1 year ago

flatlander3

Problem Solver

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1.5K Messages

@user_yw8z5o I'm not seeing that Xfinity DNS (75.75.75.75 anyway) is blocking access to your DNS. At least I can query their servers using Xfinity's. Maybe there is some other cloud edge issue.

Something to try since you got a Netgear anyway? Instead of using comcast DHCP assigned DNS servers, manually assign them on your netgear. Try cloudflare (does not track), or google (does track). So:

Primary DNS = 1.1.1.1

Secondary DNS = 1.0.0.1

Tartary DNS = 8.8.8.8 (or leave blank)

Does it work then??

*Yeah, sorry for the edit. You may have to drop your WiFi or Ethernet connection and reconnect to propagate to your device after you change the Netgear.

(edited)

1 year ago

flatlander3

Problem Solver

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1.5K Messages

1 year ago

Also looks like you may have some control over IPV6 on your Netgear (nighthawk if that wasn't clear) -- depending on the specific model and firmware. As long as you're messing with it, after you change DNS servers out to either the ones above, or some other public DNS of your choice, if it still doesn't work it might still "prefer" IPV6 over IPV4.

Cloudflare IPV6 DNS are here:

2606:4700:4700::1111
2606:4700:4700::1001

If it still doesn't work, you can try to disable IPV6 entirely for a test. Drop, then reconnect the WiFi/Ethernet connection on your device or reboot again.

Work then? If not, there's a tool called nmap that can preform a traceroute type of portscan in both ICMP/TCP and a UDP scan on a port that may shed some light on it too.

(edited)

user_yw8z5o

5 Messages

@flatlander3 Thank you for looking at this, and the suggestions. They are all way above my head as a user but I will either try it this weekend after screenshots of current settings or get some local tech support to help me with the router settings. Keeping fingers crossed:)

1 year ago

flatlander3

Problem Solver

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1.5K Messages

@user_yw8z5o Go to netgear support and look up your Nighthawk model number. Grab the manual for it. Log into the Nighthawk. DNS settings will be in the internet connection settings section usually, and you can add them there. It's pretty simple.

You may have to reboot both the modem and the Nighthawk after you change the settings. Reboot your laptop/PC at the same time. When everything comes back, your network settings should propagate. For windows, get a cmd prompt and type "ipconfig /a" to see your new DNS settings. Linux uses nmcli these days "nmcli device show <interface name".

If it works then, great. If not, you can poke it with a stick further and try to see what is going on.

1 year ago

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user_yw8z5o

My Own Email/Web Site Server Is Blocked By xFinity

XfinityOrlandoM

user_yw8z5o

XfinityGabby

user_yw8z5o

user_yw8z5o

flatlander3

flatlander3

user_yw8z5o

flatlander3

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