2 Messages
non-web traffic failure
As of this morning, I can't seem to send/receive any Internet traffic (email, podcast downloads, iMessage, etc.) using WiFi *except* for web browsing, which seems to work fine. This holds true across multiple devices (laptops, smartphones).
Speed tests run from the Comcast app fail; speed tests run from a browser succeed.
Looking at my router (Comcast-supplied Cisco XB3) admin panel, in Troubleshooting > Network Diagnostic Tools:
Connectivity to the Internet:Inactive: Error_Other
Packets Sent:4
Packets Received:0
Destination Address: www.comcast.net Count:
Testing other IPv4 addresses also returns
Connectivity: Error
Running an IPv4 traceroute from that panel fails.
Any advice on next steps for troubleshooting / remediation?
XfinityNicolas
Official Employee
•
1.1K Messages
2 years ago
Hey @user_8f030b, thanks for reaching out to Xfinity Support on our forums. I do see there is work in your area on the internet. Are you still experiencing the issue with your internet traffic?
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XfinityNicolas
Official Employee
•
1.1K Messages
2 years ago
Thanks for getting back to us and letting us know. Our team will be out in the area on the 18th doing repairs. In the meantime though, I'd like to see if we can get your internet back online. When you get a chance, can you send us a direct message so I can help?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct messaging" icon near the top right of the page
• 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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