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user_gvc28s
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Sunday, July 26th, 2026 7:39 AM

Problems with Sacramento servers

Hello. I believe I've found a Comcast routing issue affecting X (formerly Twitter) video delivery.

X videos fail on my Windows PC over my Comcast connection, but:

  • YouTube and other video sites work normally.

  • X videos work immediately when I connect the PC through NordVPN.

  • X videos also work on my Android phone.

A traceroute to dualstack.video.twitter.map.fastly.net (199.232.252.158) repeatedly loops between these Comcast Sacramento routers:

  • 96.216.129.193 (be-501-arsc1.sacramento.ca.ccal.comcast.net)

  • 96.216.129.194 (ae-501-ar01.sacramento.ca.ccal.comcast.net)

The route never reaches the Fastly destination when the problem occurs. This appears to be a routing issue rather than a browser or computer problem.

Could you please escalate this to Comcast Network Engineering (NOC) for investigation? I can provide the complete traceroute if needed.

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2 hours ago

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XfinityChristy

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6 hours ago

 

user_gvc28sThank you for taking the time to share such detailed troubleshooting information here on our Xfinity Community Forums. I can understand your concern, especially since you've already narrowed the issue down quite a bit.

 

A few questions that may help us better understand what's happening:

  • When did you first start noticing the issue?
  • Is it affecting all X videos or only certain ones?
  • Have you tested using multiple browsers on the affected PC?
  • Are you using an Xfinity Gateway or your own modem/router?
  • Have you noticed any other websites or services experiencing similar behavior?

The traceroute information you provided is very helpful. We'd like to gather a little more information before determining whether additional investigation is needed. We appreciate all the work you've already done to isolate the issue.

 

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user_gvc28s

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Thanks. The issue started about 2 weeks ago. When the problem occurs, it affects *all* videos, but only X videos -- those on news sites, Youtube & etc. work fine. I've examined the X problem in many ways: I've used Chrome, Firefox and Brave. I've emptied the caches and also tried incognito mode -- problem continues. I've tried this on two different Dell XPS pro machines, same problem. However, I've pulled up X on my android phone and both with our without wifi, the videos play. Notably, when I turn on VPN and routed through San Francisco, there's *NO* problem with any of the videos on X. I'm using the Xfinity Gateway, which is new but I've had it for more than 6 months without problem. Let me know if there are more questions.

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6 hours ago

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XfinityChristy

Official Employee

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2.9K Messages

 

user_gvc28s Thank you for the update, and I appreciate all the troubleshooting you've done so far. The details you've provided have been very helpful.

To take a closer look at this, could you please send us a Direct Message with your full name and service address? I'd also like to know if you've noticed any changes since your original post. Once we have that information, we'll review your account and see what additional steps we can take to help.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "Start new conversation" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Thanks again for working with us on this.

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 hours ago

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EG

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119.6K Messages

2 hours ago

@user_gvc28s @XfinityChristy 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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