U

Visitor

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5 Messages

Fri, Apr 16, 2021 7:55 PM

New Modem and some websites won't work.

I had the 1GB internet service and they upgraded me to the 1.2GB internet service and a new modem. Since that upgrade there are certain websites that won't load. I have disabled the advanced security and the parental controls. They just hang and eventually timeout. If I use a VPN to connect to my office I can load those sites with no issue. The only major change was my public IP address is completely different now and of course the 1.2GB service. I have spent hours on the phone the Comcast and also swapped out the modem again and still the same issue. Any Ideas?

Responses

ComcastBrie

Official Employee

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152 Messages

1 m ago

Hi @user_ec8d9c! Thanks for posting to our forums. Just to confirm, you're still pulling the new IP address even after a modem swap?

I am an Official Comcast Employee.
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Visitor

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5 Messages

Yes. There are just certain sites that don't work. A great example is the website pricechopper.com which is a local grocery store chain we order from. If I switch my computer to use my phone hotspot I have no issue. If I am using my home wifi it does not load at all. I also am no longer able to use my google nest devices. Strangely enough the sites I can't access also seem to be google hosted, etc. I have no firewalls, parental controls, advanced security, etc. We are finding more sites each day that do not work. In order to trouble shoot I have disconnected the google nest devices also so the only thing in the house is the xfinity supplied modem/wifi. This started with swapping from the black modem to the new white modem and the new IP address.

Official Employee

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165 Messages

I can imagine the frustration with this. it is surely a weird situation, but I am confident we will be able to get this resolved. Can you please send me a PM with your name and address? 

 

To send a private message, please click on the chat icon on the top right next to the bell. Please make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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2 Messages

25 d ago

Having the exact same problem.  Swapped out my modem due to the 1.2 gig service on Friday, and have spent hours on the phone with customer support since then with the exact same issue.  New modem also pulls a public IP that appears to be assigned to a block of IP's in Vermont.  I'm in PA.  Very frustrating and the amount of time I burned up over the weekend with no resolution makes it all the more frustrating.  btw.. I also attempted to correct he problem by disabling advanced security and the firewall.  No luck either.   This has to be a larger problem that will hopefully get addressed today.

Visitor

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5 Messages

I am in PA and pulls ip from Vermont also. Same exact issue.

Visitor

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2 Messages

23 d ago

As of today I am still having the exact same issues.  This is 5 days without a resolution.  Certainly we are not the only two customers with this problem.  Can anyone from Comcast give an update on the what has to be a widespread issue?

(edited)

Official Employee

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137 Messages

I understand waiting for repairs can be frustrating. I just got my car back after 2 weeks in the body shop cause someone hit into it while I was park! I would like to look further into your account with you to see what is going on. Can you please send us a Private Message with your first and last name and service address? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

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5 Messages

I am still having the same issue. A technician is coming shortly to make sure it is not a modem issue.

Visitor

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5 Messages

The technician is supposed to come today but all of a sudden everything is working correctly. Are you seeing the same thing?

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