Skip to main content

    Support

    Offers

T
trentab7
1st Topic
1st Like

2 Messages

Friday, October 20th, 2023 11:29 PM

Closed

New Xfinity Modem Does Not Allow Connections Outside Xfinity website and some Google sites

It seems this issue has occurred previously to others, see: https://forums.xfinity.com/conversations/your-home-network/only-access-to-google-and-youtube-some-devices-no-internet-even-though-it-shows-connects-cannot-connect-nest-ring-security/620319cee5fd17166fe51399

We recently needed to change routers (previously and currently supplied by Xfinity) after our last one was fried in a lightning storm. Initially everything went well, but then we realized the only sites the new modem would allow connection to are the Xfinity website (not this forum site mind you), Wikipedia, Facebook, Instagram, and some Google sites including Gmail and YouTube. No other websites or apps will connect and eventually give the error “This can’t be reached”. Level 1 support could not assist and the next level has yet to respond.

Edit: Some other websites found to be working such as Spotify web player, Genius Lyrics, LinkedIn, annd Amazon.

Some websites not working include Twitch, Reddit, Discord, Steam, and most online gaming apps.

We have reactivated the router, reset it, unplugged it/plugged it back, tried the automatic diagnosis through the Xfinity Assistant, and nothing seems to work. Oddly, testing the modem speeds in the Xfinity app generates an error of 0mbs and breaks the test.

This is issue occurs across all our devices, including my iPhone using WiFi, my windows computer using Ethernet, and my roommates windows computer using WiFi. 

Has here been a solution to this?

Question

 • 

Updated 

1 year ago

 • Edited

659

2

zandor60657

Contributor

 • 

204 Messages

2 years ago

Sounds like maybe IPv6 is working but not IPv4.  Google, Wikipedia, Instagram and YouTube all support IPv6.  Many other internet sites do not.  Someone else on here had that problem a few days ago.  IPv6 is the "new" protocol which Comcast supports and is slowly getting rolled out across the Internet.

Try pulling up https://ipv6-test.com/ in a web browser.  Check and see if it says IPv4 is working.  I know it's called ipv6-test.com, but it checks both.  You can also check your devices and see what addresses they have.

If it says IPv4 isn't working you'll just have to call Comcast again or wait for them to get back to you.  Personally I'd call them again since if that's the case you'll have new information.  It's possible to configure a Windows PC in such a way as to break IPv4 and not IPv6 and I think you can do it on a Mac too, but I don't know that it's possible to configure a phone in such a manner and everything not working suggests it's not a problem with the client devices.

1

trentab7

2 Messages

@zandor60657​

Thank you for your feedback. Ultimately, nothing worked. After waiting on hold with advanced Xfinity support and working with them for close to an hour, they could not determine the issue. The told me to schedule a technician to come out or exchange the equipment for a new one. We opted to the later option and new modem has worked fine since then. Likely just a dud modem.

1 year ago

0

XfinityAnthonyT

Official Employee

 • 

1K Messages

2 years ago

Hey there, it sounds potentially like a DNS issue. What error do you get when trying those sites that are not currently working?

2

0

GatorMac

2 Messages

I'm having the same problem.  Every morning I can't access the IPv4 sites.  I have to reboot modem several times to get it to work.  It usually works the rest of the day, then in the morning, IPv4 sites can no longer be reached.  This started after xfinity had an outage in our neighborhood.  I replaced the modem and it still happens every day.  Here's the screen shots from the ipv6 test web site.  One is where IPv4 sites can't be reached and one is where it works after rebooting several times.

[Images Removed: "Personal Information"]

(edited)

1 year ago

0

XfinityEva

Official Employee

 • 

1.6K Messages

Let's help with further troubleshooting since you have swapped the modem and rebooting has not helped resolve this. We can circle back once we have a fix to help others with similar issues. Please send us a direct message @GatorMac

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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
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

forum icon

New to the Community?

Start Here