Visitor
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8 Messages
Not able to access Teams, https://portal.office.com/, and https://www.linkedin.com/
I have Xfinity Internet service for my home WiFi. The cable modem (Arris tg1682g) seems to be blocking a few websites as shown below. I am pretty sure that it is not my computer because I can access these websites fine when connecting to a hotspot on my cell phone. I can successfully access other websites such as Google, Gmail, https://my.xfinity.com/, etc. I've tried to do a factory reset on the modem but no luck. Has anyone seen this issue?
Warm regards and thank you
Official Solution
CCJessie1
Retired Employee
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5.9K Messages
3 years ago
**Update 06/27/2022**
The issue affecting some customers’ ability to access Microsoft services online has been addressed. Check and see if you’re back up and running. If you’re still having a problem, please reply and let us know. Thank you for continued patience and understanding.
** Original Message**
All,
Thank you so much for sharing your experiences. We sincerely apologize that you are impacted by this. We are aware of this issue and are currently working to get this resolved for impacted customers as soon as possible. Once we have additional information or a fix in place, we will be sure to share it here. Thanks in advance for your continued patience as we work to resolve this.
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6
Again
Expert
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31.1K Messages
3 years ago
@user_17ae3b
Try clearing your cache and cookies for those two sites. Afterward, close down your browser and restart it with a new session.
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BruceW
Gold Problem Solver
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26.1K Messages
3 years ago
What happens exactly when you try to reach those sites? Any error messages? What browser, program, or app are you using? On what kind of computer or mobile device? The more details you can provide, the better.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_17ae3b
Visitor
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8 Messages
3 years ago
Thank you for your reply and suggestion.
I tried to clear cache and cookies. It did not fix the issue on Firefox, Chrome, and Safari. The issue happened on three devices (two laptops and iPhone) when connecting to the Xfinity home WiFi network. Also, the same issue happened with a direct Ethernet connection (no WiFi) between the laptop and the cable modem.
DNS servers: 75.75.75.75, 75.75.76.76
The issue only happened with those websites (portal.office.com and linkedin.com) so far. Other websites such as Google did not have an issue. When trying to go to portal.office.com and linkedin.com, I received the connection timed out error. Please see the attached. I am wondering if there could be a firewall issue on the cable modem.
What do you think?
Thank you
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user_9dc61b
Visitor
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7 Messages
3 years ago
I am having the same issue with the online version of Microsoft Teams as well as LinkedIn. All other websites work. DNS changed, router reset, cleared cache, and Xfi Advanced Security turned off. None of those help. Websites only work if I switch to cellular data.
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user_8c03b9
Visitor
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1 Message
3 years ago
Am having exact same issue, same sites. Started about 3 days ago.
Will try dns change as recommended.
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EG
Expert
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108K Messages
3 years ago
@user_17ae3b
Perhaps posting the output of traceroutes to those domains may reveal where the blockage is occurring.
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gg134041
Visitor
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7 Messages
3 years ago
I am having the same issue with teams and linkedin.com. DNS flush and reset does not solve the issue. Any updates as to a fix?
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user_17ae3b
Visitor
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8 Messages
3 years ago
I've reached out to an xfinity support agent via chat and shared this post link with the agent. I've requested the agent to help us with the issue by following up with the right xfinity support team. We should hear more updates from the xfinity support team. Or I will share an update if I heard anything back.
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user_9dc61b
Visitor
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7 Messages
3 years ago
I have also reached out to Xfinity customer service today on this issue. Agent could not find a solution so the issue was passed to the Tier 2 team. I have not heard from Xfinity since.
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user_ae0351
Visitor
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1 Message
3 years ago
I am experiencing the same issue. Microsoft Remote Desktop, various Office sites, Teams, and (as of today) LinkedIn do not connect.
Going on 2 days now. Spoke with multiple support reps, level 2 ticket, currently in the 72 hour callback period.
I inspected the Arris modem’s firewall logs and found 2k+ Firewall DROP/BLOCK events - matching time-codes with timed-out Microsoft RDP requests. Tried to port forward, disabled all security, disabled IPV6, re-pointing DNS, reset modem, disable machine firewall, no luck.
Used multiple browsers, multiple devices. I receive “Connection has timed out” messages, or cannot connect at all to the sites mentioned above. If they do connect (1% of the time), parts of the site do not load or behave strangely.
Clearing cache & cookies causes a site to connect maybe once or twice, then the connection starts to time out again.
Hotspot Workaround:
As soon as I connected to a mobile hotspot (TMobile cellular data), everything sprang to life. Reconnect to xFinity home network, blocked again.
xFinity Home Network (VPN) Workaround:
I found using NordVPN to connect to a different US address allows me to connect to all sites as normal again - utilizing my xFinity connection.
No actual solution found yet.
Update: After 4 days of no connection and no update from Comcast, I switched to CenturyLink and everything works again.
Hopefully Comcast can figure out this issue, I can’t afford to lose more days of work due to something on their end.
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user_17ae3b
Visitor
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8 Messages
3 years ago
@Xfinity Support - If you're reading this message, thank you for your time. I and other customers are really looking for help to resolve the issue.
Day 3 update history: I was told by the Xfinity agent from the Xfinity chat yesterday that Xfinity support would contact me via phone within 24 hours to discuss the issue. After waiting for 24 hours, no phone call from Xfinity and no update. It went silent. I gave up on calling tier 1 and tier 2 customer support teams because I spent more than five hours, including talking and chatting with six agents in the past few days about the issue. Unfortunately, it was helpless.
As you can see from this post, the issue is being reported by multiple customers and it is significantly impacting our work. The issue has been seen for more than four days already without knowing how and when the issue will be fixed.
Is there a leadership person that can help us to escalate the issue? Can someone give us an update? What is the next step? ETA? If you're not the right team, can you please help us to escalate the issue to the right Xfinity support team?
Warm regards and thank you
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user_2e635c
Visitor
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3 Messages
3 years ago
I’m having all of the issues listed above. The problems started Wednesday. I scheduled a tech to come by and check my modem, he informed me that the handshake is failing with Microsoft products for people on a fiber-optic connection. Apparently the regional Comcast / Microsoft teams are working in this.
Can anyone from Xfinity confirm or update? I will be cancelling my contract and switching to Century Link if this isn’t fixed tomorrow. Many of us work from home and being unable to access Microsoft Teams is damaging our ability to perform professionally. It is completely unacceptable that this has gone on for 5 days now with no fix in sight.
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Denver_Home_User
Visitor
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3 Messages
3 years ago
I have talked to Google Fiber, and they said they will pay out the remainder of my Comcast fiber early termination fee and will fix the issue. Looks like this will be the only way to get fiber internet working again with Microsoft products in the Denver area. This has been down since last Wednesday evening, 6/15/2022 and still not resolved by Xfinity. They seem to not understand how dependent work from home employees are on Microsoft 365 to do their job. I was told the executive team at Xfinity was notified of this issue and specifically told employees not to discuss and not to put out a wider bulletin and to deflect when customers ask about it telling them it is something wrong with their computer, router, or Microsoft. This is not considered downtime to Xfinity and they want to maintain that position. Google will come to the rescue!
[Edited: "Solicitation"]
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k5shawn
Visitor
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1 Message
3 years ago
Appreciate the info in this thread. We have an Xfinity home user (Denver area) that can't get on Teams or Linkedin as well. Other wifi networks work great. I can't believe Xfinity is taking this long to fix the issue. We have tried rebooting the router, laptop, re-installed Teams many times and nothing fixes this issue besides going to another wifi that is NOT on Xfinity. There has to be hundreds of others having this same issue.
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