Visitor
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6 Messages
Only Access to Google and Youtube. Some Devices No Internet Even Though It Shows Connects. Cannot Connect Nest, Ring, Security.
This is my last resort and hope someone can help.
One day about a month ago all my Nest, Ring, ADT stopped working and would not allow me to reconnect to my Netgear Router. Also, any devices internet wise would connect but can only access Google and Youtube. Some devices just wouldn't get any internet period including VPN service. I thought it was a Netgear issue with the router so I bought a brand new Netgear router and the same issue kept happening. I kept thinking it was a Netgear issue so I called them up and spent hours with their tech service with no resolve and said it was a Comcast issue.I then called Comcast and did all the usual stuff (reset, new name for wifi and password, security setting etc etc). Still the same thing.
I got tired of dealing with it and wanted to prove to Comcast that this was their issue and not Netgear so I ordered a router through Comcast and hooked it up. And of course the same issue.
Now we know its not a Netgear issue. Comcast now sends a tech to help trouble shoot. Poor guy spent 4 hours and couldn’t not figure it out. His devices were doing the same thing.He literally tested all the cables and even called for a new cable to be installed from the Comcast box to my house. Still same thing. He said the last resort is to cancel your Comcast account and open a new one. So here we are a month later, we have a new Comcast account and the same issue. Only can get youtube and Google, all Nest, Adt, Ring will not connect. Other laptops will not get any internet access even though it shows connected. I have both Apple, Windows products so its not product specific. I did everything in the book. Changed security settings on the routers, allowed access to all devices and the same results.Comcast is our only provider and this has caused us so many issues since we work from home. We have no real other options.
Thanks.
flatlander3
Problem Solver
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1.5K Messages
3 years ago
There is something you can try with your Netgear if they didn't change the firmware on the newer ones.
First, try this: Get a cmd prompt in windows, or terminal in linux. Try a ping to cloudflare's DNS servers. "ping 1.1.1.1" and "ping 1.0.0.1".
If you got a reply, and not a timeout, set those on your Netgear for DNS servers. That setting used to be:
settings --> Internet Setup
Then on that page, there are dialog boxes. In the "Domain Name Server (dns) Servers" section, select "Use These DNS Servers" and enter 1.1.1.1 in the first line and 1.0.0.1 in the second line. Remember to hit apply or they won't stick.
If you can't ping them, they will not work. You can try google's too at 8.8.8.8 and 8.8.4.4. Google will use your DNS lookups for data collection. Cloudflare says they do not, but I can't audit that so I don't know for sure.
You can't set DNS servers on newer Xfinity gear. They want the data collection for themselves, but I have not had great luck if I use theirs and end up with frequent DNS resolving failures with Netgear. Not sure what that problem is, but they did not play nice together.
Added: Now to get it to propagate to your devices, reboot works. You can shut off the wifi interface, then turn it back on too. Reboot works for sure.
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CCEthan
Official Employee
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1.4K Messages
3 years ago
Hi, @user_5b3080. Any success in the last few days with changing DNS? I would love to help look into your issue. It is also possible malware/virus can cause such issues with not getting ipV4 address.
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user_5b3080
Visitor
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6 Messages
3 years ago
I did the DNS change when I was trouble shooting with Netgear and it did not solve the issue a while back. I will try the numbers mentioned in the thread as they seem a digit or two different this weekend. Regardless, I still switched my router to an Xfinity router and it had the same issue. Does the DNS make a difference on the Xfinity router?
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khunter12
Regular Visitor
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15 Messages
3 years ago
I have same problem. We had some power outages the other day and now google and youtube are only things we can reach. Help!!
This has happened before, more than a year ago and cant recall what fixed it but it was rounds of fruitless service calls and then a fix.
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EG
Expert
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110K Messages
3 years ago
@XfinityAshley @XfinityChristopher I wonder how the original poster from two months ago made out ???............................................
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khunter12
Regular Visitor
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15 Messages
3 years ago
I will report how it goes in solving my identical issue
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khunter12
Regular Visitor
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15 Messages
3 years ago
So xfinity support mostly fixed issue. here is what was conveyed to me about ‘what they did to fix it that was different than me simply unplugging and plugging in the all in one xfinity modem:
“Please also keep in mind that you may have some connectivity issues due to the number of wireless devices that are connecting at one time. You can pause the "unnecessary" ones through the Xfinity App. As for you manually restarting the modem itself and me signaling the internal router in the modem, my best description I can provide is that when you manually restart the modem, it is not necessarily providing an updated signal to the router or forcing updated information to the router and our troubleshooting steps allow for certain signals that may be needed to be sent specifically to that part and that part alone.
Xfinity Support signaling the internal router in the modem provided immediately fix of the google/youtube only issue for me today.
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edmcgiv
Visitor
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1 Message
3 years ago
@khunter12 have you had any issues since the signal was sent? I had a signal sent yesterday that briefly fixed my issue, but now I am back to certain devices working fully and certain devices only working on Google, Wikipedia, YouTube :/
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user_5b3080
Visitor
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6 Messages
3 years ago
Issue resolved. One of the lines going to the modem were bad and caused the issue mentioned. Everything running well now.
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khunter12
Regular Visitor
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15 Messages
3 years ago
Dear Xfinity support: I need help, again, internet is not working at all except for Youtube and Google. Frustratiiong and We need our internet!
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khunter12
Regular Visitor
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15 Messages
3 years ago
Three times in a few weeks have had internet go belly up and they had to signal the router in our all in one XB6a modem.
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user_917ef2
Visitor
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2 Messages
3 years ago
I am still facing this issue from three weeks, only thing worked last time was swapping out the modem. Tech support was not able to fix it after multiple hours. Need a easier way to fix this without swapping out hardware and re-registering all device to wifi.
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EG
Expert
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110K Messages
3 years ago
@user_917ef2
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.
For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.
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