U

7 Messages

Friday, April 4th, 2025 8:29 PM

Timeout error attempting to reach a certain website.

I am a website designer and am experiencing a problem reaching my webserver. I keep getting a timeout error. I have performed the following troubleshooting: Trying on multiple computers. Turning off my firewall and antivirus. Rebooting my computer, router and modem. Bypassing the router plugging directly into the modem. Switching wireless networks. If I am connected to my home networks, then I get the timeout error. If I switch to an open network in our neighborhood (ie Xfinity hotspot) I get the error. If I connect to my phone hotspot (T-Mobile) I do not get the error and connect normally.

I have run a ping and a tracert with the following results:

C:\Windows\system32>Ping 165.140.69.82

Pinging 165.140.69.82 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 165.140.69.82:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

C:\Windows\system32>


----

C:\Windows\system32>tracert 165.140.69.82

Tracing route to vps42339.nodevm.com [165.140.69.82]
over a maximum of 30 hops:

  1     6 ms     2 ms     1 ms  192.168.0.1
  2    17 ms    14 ms    19 ms  10.27.26.203
  3    14 ms    14 ms    10 ms  po-65-rur202.fortcollins.co.denver.comcast.net [96.217.16.17]
  4    11 ms    10 ms    11 ms  po-2-rur201.fortcollins.co.denver.comcast.net [68.86.103.129]
  5    15 ms    11 ms    16 ms  po-200-xar01.fortcollins.co.denver.comcast.net [96.110.0.209]
  6    16 ms    15 ms    17 ms  be-301-arsc1.denver.co.denver.comcast.net [96.216.22.245]
  7     *       15 ms     *     be-36031-cs03.1601milehigh.co.ibone.comcast.net [96.110.43.249]
  8    18 ms    16 ms    19 ms  be-3112-pe12.910fifteenth.co.ibone.comcast.net [96.110.33.130]
  9     *        *        *     Request timed out.
 10    30 ms    33 ms    34 ms  ae11.cr12-dal3.ip4.gtt.net [89.149.129.206]
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

SO far, this is the ONLY website I am having issues with. The problem started on Sunday March 30, 2025, and has been occurring all week tested at multiple times of the day and night. It is seriously impacting my ability to work.

Also, on a likely unrelated note, our internet speeds have recently tanked in the last few months. We are on the 800Mbs plan and have normally been getting download speeds in the low to mid 900s. But the last month or two, our speed has dropped to mid to low 200s - both wired and wireless. Our router and our modem are both Gigabit rated.




Accepted Solution

7 Messages

10 days ago

Timeout issues seem to be fixed, after talking with the webhosting company, it turns out that one of my clients was having failed login attempts to the server which blocked their IP address, and the system locked everybody including me out. Stupid internet. 🙄

Official Employee

 • 

2.3K Messages

12 days ago

Hi user_vcdweh, thank you for reaching out to our Forum with such a detailed post. I appreciate you trying all those troubleshooting steps, and for letting me know. This might be something we need to refer to our Customer Security Assurance team (CSA), they would be able to determine if the particular website is being blocked. Have you already worked with them by chance? Since you mentioned the website first, and it's impacting your work, let's focus on that, then we can switch to your slow speed concerns. 

 

7 Messages

Thank you @XfinityMarcos. This is my VPS webserver. Various ports get me to login screens of the different control panels. It has worked for years until last weekend, when I started getting timeout errors. I have not worked with Customer Security Assurance, I have not been able to get past the support AI bot (online or via phone).

(edited)

Official Employee

 • 

2.3K Messages

 

user_vcdweh, let's try some targeted troubleshooting steps to see if we can get this figuired out before we go the CSA route. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's 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 "New message" (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

 

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

7 Messages

Done. Copied my initial post there in the support DM window.

7 Messages

@XfinityMarcos how late is the support Direct Messages monitored? Just wondering if will hear back tonight or in the morning as it is already past 10:30 pm. Not trying to pester anyone, I just know its past normal business hours. LOL

Official Employee

 • 

2.1K Messages

Thank you for your patience and for sending us a DM @user_vcdweh! We are open until 1:00 AM EST

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

Problem Solver

 • 

537 Messages

11 days ago

It appears to have no registered domain.  It is listed as unpingable.  It is a reserved IP that has no public facing interface.

https://ipinfo.io/ips/165.140.69.0/24

7 Messages

@NoNoBadPuppy​ it is the address of my VPS webserver.

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