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user_e573q6
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Wednesday, January 8th, 2025 4:57 AM

Unable to ping

I do not have any difficulty to load websites, search with Google, and use the internet to stream video. However, I am unable to ping any DNS servers, including the primary and secondary DNS servers shown in my router. Those are 75.75.75.75 and 75.75.75.76. Neither can I ping Google DNS at 8.8.8.8. I tried traceroute to google.com and failed. Please advise.

Tracing route to google.com [142.250.115.100]
over a maximum of 30 hops:

  1     1 ms     3 ms     2 ms  192.168.0.1
  2     7 ms     2 ms     2 ms  10.0.0.1
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  .

  .
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

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2 months ago

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user_e573q6

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17 Messages

2 months ago

I hope someone will be able to help me. Without access to Google's DNS server, my WD MyCloud NAS drive cannot access the internet. Without internet access, the main purpose of owning a NAS drive is lost.

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XfinityBradM

Official Employee

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871 Messages

2 months ago

Hey there, @ubose. We have a form to fill out for websites you're not able to access. The form goes to our Customer Security Assurance team who can dive into the routing issue you're experiencing. 

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user_e573q6

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17 Messages

After bridging my cable modem to my router, I am able to ping the dns.google server.

I do have another question. How do I change my DNS server to other than Comcast?

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2 months ago

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XfinityBradM

Official Employee

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871 Messages

I see one of our awesome forum experts got to your question first but can confirm we are not able to change that setting. 

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

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2 months ago

EG

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109.1K Messages

2 months ago

@ubose 

You can't. Their gateway's firmware locks you in..

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user_e573q6

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17 Messages

I use an Arris cable modem that I own. Can I not choose a DNS server of my own on it? Also, if I set my choice of the DNS server on my router that is bridged to the cable modem, will the DNS lookups still go through Comcast servers?

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2 months ago

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EG

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109.1K Messages

@user_e573q6​ 

I use an Arris cable modem that I own. Can I not choose a DNS server of my own on it?

Is it a plain vanilla cable modem or a combo gateway device ? Model number ?

Also, if I set my choice of the DNS server on my router that is bridged to the cable modem, will the DNS lookups still go through Comcast servers?

You can use any DNS servers you wish with a third-party routing device (non-Comcast rented equipment).

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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2 months ago

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user_e573q6

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17 Messages

Arris Cable Modem TG862G CT. It is a cable modem and router combo. On bridging it to my TP-Link Archer C4000 router, the router functions of the cable modem turned off.

In the Xfinity dashboard of my Arris cable modem, I didn't find a way to change the DNS server. Did I miss it?

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2 months ago

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EG

Expert

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109.1K Messages

2 months ago

With this config, you change the DNS servers in the C4000 for your entire home network. Or you can do it in the individual client devices.

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user_e573q6

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17 Messages

@EG​ If I change the DNS server in the C4000 router, do the DNS look up data still go through the Comcast servers before reaching my chosen DNS server?

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2 months ago

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EG

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109.1K Messages

2 months ago

@user_e573q6 

Are you certain that the TG862G is in bridge mode ?

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user_e573q6

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@EG​ The dashboard shows that the bridge mode is turned on. I could show a screen capture, but I don't see a way to insert images here.

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2 months ago

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EG

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109.1K Messages

2 months ago

Look in the C4000 user interface pages / settings and see if it is getting assigned a public IP address or a private address in the 10.X.X.X range ?

(edited)

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user_e573q6

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17 Messages

The Internet connection type is Dynamic IP. The primary DNS is 75.75.75.75, and the secondary DNS is 75.75.76.76. Does that answer your question?

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2 months ago

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user_e573q6

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17 Messages

The Internet IP address is not in the 10.X.X.X range. Neither is the LAN IP address in that range.

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2 months ago

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EG

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109.1K Messages

2 months ago

I don't know for certain as I am not a CC employee, but they may have implemented a method in the firmware to redirect the DNS even when their gateways are in bridge mode.... Consider purchasing a third-party straight cable modem and returning the gateway. A bonus is saving the monthly rental fee. Good luck !

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user_e573q6

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@EG​ The cable modem is from a third party. It is an Arris Cable Modem TG862G CT. I do not pay any rental fees.

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2 months ago

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EG

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109.1K Messages

2 months ago

Ok well I don't even know how you were able to get it activated for service because those usually are registered in their database as having been unreturned or stolen and they won't activate them.

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user_e573q6

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I didn't understand it. Are you saying that my third-party cable modem that I purchased at Best Buy could be a stolen item?

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2 months ago

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