Visitor
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3 Messages
Neighborhood Can't Connect to XBox Multiplayer after Xfinity Changes IP Space. . .
On September 8, the IP range changed for our neighborhood's xfinity service. In my own personal case, my IP changed from an address in the 71.202.x.x space to the 76.133.x.x space. And exactly as that happened, my next-door neighbor and two neighbors a block away lost the ability to connect to multiplayer games on their xbox.
My neighbor has an xfinity-provided router. I have an Asus RT-AX88U router and SB 8200 modem. Moving his Xbox over to my house made no difference.
Further, none of the following has helped either:
- modem reboots
- router reboots
- change in modem or router make/model
What has helped:
- Bringing an affected XBox to a friend's house serviced by another ISP.
- Enabling a VPN on househould router to tunnel through whatever is happening on xfinity's network.
To be clear, configuring a VPN on my router and tunneling all traffic on my home network through it resolved the issue! Put another way, by (VPN) tunneling through whatever is now wrong on xfinity's network in our area, I was able to "tunnel through" the issue.
Xfinity, please, your network engineering team needs to look into what has happened to connectivity from our neck of the woods (our ip space). Something is quite amiss!
Thanks!
--B
P.S. While I don't have an xbox myself, I have noticed that connections to certain google services on Apple devices have begun timing out. Most especially the Youtube app on three different Apple TV devices. Whereas prior the app would load instantly, videos would load instantly, and never buffer. . . now, most of the time, the app takes 15 seconds to load, videos often begin with 10 seconds of a buffering wheel on black, and those videos that do load instantly often pause and buffer after only playing for a few seconds. Maddeningly, this does not happen on youtube on nvidia shield, only apple devices. Likewise, google searches from the address bar on iOS devices time out and go nowhere. But. . . let's focus on the xbox issue as the most cut-and-dried example of degraded service since the network change.
Accepted Solution
bribribribri
Visitor
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3 Messages
3 years ago
Hello! I'm happy to report that the issue appears to be resolved! Via private chat I was told that a tech did need to come out to initiate the escalation to the network engineering/backbone team(s) at xfinity. Our tech arrived the following morning and immediately understood the scope and nature of the issue (in that this wouldn't be a "change the fittings" or "reset your modem" situation, given its neighborhood-wide span). He made a call to an upper tier of support where we (and my neighbor Rikmar67) were able to take part and we were told that there were up to 15 tickets active in our neighborhood and so they were aware and already trying to track down exactly what happened and fix it.
A few minutes later, a senior technician dropped by as he was about to visit a house a few doors down for the same issue (though we were unaware that they were affected). We all four discussed the issue and the senior tech mentioned that our ability to pinpoint the date it began and how it coincided with the change in network subnets (noted in detail) would be helpful to finally getting it thoroughly tested, reproduced, and resolved.
They were a few doors down for the rest of the day and reported back to me before they left that the issue did indeed appear to be essentially (my words) IP-based. Putting what I was told in my own words and extrapolating a bit from what I was told, it appears that the neighborhood had received some hardware upgrades, and the new hardware had been assigned new IP pools for their DHCP scopes (from which we all receive our public IPs as customers), but at some point along the xfinity backbone, some node along the way was filter/blocking certain packets if they came from one of these new IP pools. So, it was now in the hands of the "backbone" team who had all the information they should need to find where exactly this blocking was taking place. No ETA was promised but at this point it did just seem to be a matter of time and I was left with full confidence it would be fixed relatively soon.
Fast-forward a couple hours (early evening) and suddenly my youtube is perfect again (no buffering, no pauses, app loads all thumbnails every time, etc.). . . and a call to my neighbor confirmed the XBox was able to connect to multiplayer games again.
All in all, a happy ending.
--Bri
(edited)
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XfinityKassie
Official Employee
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1.7K Messages
3 years ago
@bribribribri Good afternoon! Thank you for reaching out for assistance with your connection to our Community Forums Team! I know how important it is to be able to use your services for what you need them for. While I wouldn't be able to troubleshoot the issue with your neighbors Xbox with you, some of the issues you are describing with your services definitely need to be looked at. I appreciate you sending over the steps you have already taken. To begin, can you please Direct Message your name and service address we will be working with?
To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer 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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