Visitor
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Unable to access internet via Ethernet connection
I am unable to access certain websites on my desktop when connected to my router via Ethernet. Before, my ethernet connection was working fine. This problem started occuring recently and I am not sure why.
For example, when I try to enter google.com or youtube.com, I am either getting the error 'ERR_SSL_PROTOCOL_ERROR' or 'ERR_TIMED_OUT'.
Also, Firefox prompts me to log in to the network, it takes me to a page that says my Device is Paused. I have checked my devices on the Xfinity App and my Desktop is NOT paused.
My internet is completely fine on Wi-Fi. I am able to access all of the websites. I think it may be an SSL error when connected to Ethernet.
Here are some of things I have tried that did not work:
- Turned off Advanced Security on my Xfinity App
- Restart my Router
- Synced my Time on Windows.
- Checked if MAC address was paused on the admin website
- Set up the router all over again
flatlander3
Problem Solver
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1.5K Messages
2 years ago
Ethernet ports dying on Xfinity modems have been reported in the past by other folks. I'd try a different cable first, then try a different port(s). Usually isn't the device side. Could be link/speed negotiation not working, or bouncing constantly between speeds (done by hardware).
The timeout -- well, that's just a time out. Not actually online. Or nobody home.
SSL error is you got something, but then not the whole SSL conversation and died.
As for the app not working. Yeah. Lots of that around. Not being able to change settings. Features not working. Feature just stopping working. I don't like things configured via a phone app for many reasons. Try a cable and different port first before you resort to "customer engagement opportunity to up sell services" and "modem replacement" -- which, you might have to do.
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XfinityJorge
Official Employee
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1.7K Messages
2 years ago
Hello there @kasennguyen thank you so much for contacting our Xfinity Support Team over our Forums. We are sorry to hear about the issues with your ethernet connection on your equipment, and we are here to help with all of this. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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