Adent's profile

Contributor

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36 Messages

Thursday, November 28th, 2024 12:59 AM

Websites are blocked on Comcast network, work outside

Some websites do not load on my home network. I keep getting errors like - ERR_TUNNEL_CONNECTION_FAILED, ERR_CONNECTION_REFUSED and the site will not load.

The same site will work if I am on another network - tested on my phone, work, and at friends house. This happens on all browsers - Chrome, Firefox, mobile on my pc and chromebook.

I have the XFi gateway with DHCP, I have gigabit. I don't have any proxy or vpn.

one of the sites is on a hosting provider with a domain of itsby.design. there are multiple sites with that domain based on user login. they do not load.

steps I have tried -

- reboot pc, gateway multiple times

- ipconfig /flushdns

- switch dns servers

- completely erase all history, cookies etc

- disable XFi Advanced Security

- checked https://ipv6-test.com/, both IP v4 and v6 are reachable

I have reported the site via https://spa.xfinity.com

Nothing has been done and I got no replies.

I cannot think of anything else to try. Support online just tells me to reboot, restart modem etc, without giving any technical help.

Official Employee

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668 Messages

6 days ago

@Adent Thanks for the detailed post. We know how important it is to reach what you need online. The first thing I would recommend is disabling Advanced Security. That is the only thing that would restrict or protect the connection from any harmful or untrusted websites, but you did so. The next step would be contacting our Comcast Security Assurance team. They can ensure a trusted site is unblocked if it's secure. Use this https://internetsecurity.xfinity.com/help/report-abuse page to review and contact them directly. 

Contributor

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36 Messages

I called the security team and did not get any help. They first told me they would transfer me to technical dept, where I had to validate my account info and explain the issue all over again. the techncial team then said they can't even check the website on their end as they are not allowed - how are they supposed to help if they can't even do basic tests?

they wanted to reset my modem, reboot PC etc, none of which is of any help. I asked them to do tracert/nslookup etc and they had no idea what that was, so I have no idea how technical they are, they just want to do basic things off a checklist like a non technical agent would. I can't even get them to understand why only one website is blocked and the internet connection works.

sorry but I am very frustrated at this point, it takes me 2hrs+ just to talk to 2 people, there is no chat support, no email follow up.

Official Employee

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1.3K Messages

@Adent, The only way to report a website being blocked is through the spa.xfinity.com. When did you submit that request? 

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

Contributor

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36 Messages

more than 2 weeks ago. why would it matter if I have advanced security turned off? are you saying Comcast does other blocking even with it off?

something strange is going on here. the website works sometimes, then it will stop working for days/weeks. multiple urls on the same domain don't load, so its a whole domain that's being blocked.

I spoke with the tech support there and they do no blocking of any kind.

Official Employee

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1.3K Messages

@Adent, Xfinity xFi Advanced Security blocks websites that are determined to be potentially dangerous. These sites may contain malware, spyware, ransomware or viruses that can infect devices and make them vulnerable to personal data collection, blackmail or attacks on other computers and networks. You can find out more information by going to Use Xfinity xFi Advanced Security and how the advanced security works. I would suggest reaching back out to our security team if you put in a request that long ago and have not heard back as you usually get an update provided within three business days. Or you can put in a new request at Reporting Website Being Blocked link. 

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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