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user_q5m1hm
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Wednesday, July 9th, 2025

Wifi issue with accessing secure websites

HELP!! This is now the 2nd time this issue has come up.  We lost access to any secured sites, such as Netflix, Hulu, any banking or work sites, with no changes to our settings or modem/router.  Been through 6 xfinity chat reps, and no one can help.  Chatgpt suggested changing the DNS network to google, but there is no way to do that for the modem/router, the option is a view, and the primary DNS is 75.75.75.75  I changed it on my PC to 8.8.8.8, and my TV, but that didn't help the issue.  I have a few devices connected to the wifi, and think that the ones that are connected to the xfinity pod can get to the secured sites, but not the ones connected to the gateway modem/router.  Did many resets and restarts with no change.  There is no way to automatically connect to just the pod, looks like it just picks up the device randomly?? My TV won't is connected to the router and won't connect to any streaming services.  Any suggestions would be great, thanks so much! 

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1 month ago

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XfinityAmandaB

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2 months ago

 

user_q5m1hm Thank you so much for stopping in for help with your issue connecting to secure sites on your home network. That is odd for sure and sounds frustrating so thank you so much for the chance to help! It sounds like you may be using one of our Xfi enabled gateways. Have you by chance checked to see if you have the advanced security options turned on? This seems a bit extreme for our security but would be an easy fix. The Xfinity app would have a tile for the advanced security option on your over view page. You may have to scroll past a few tiles for parental controls and hotspots to get to the correct tile.  

 

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user_q5m1hm

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3 Messages

2 months ago

No, that setting is off.  

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XfinityAmandaB

Official Employee

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2.5K Messages

Thank you for checking, and are you getting any error message, or is it just hanging or giving you a white page? 

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2 months ago

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user_q5m1hm

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We ended up swapping out the modem and it fixed it, but this is the 2nd time it's happened.  No changes to the account and access, it just stopped working last year and again this year.  Any secured page wouldn't load, but unsecured pages would.  Not one of the six employees, both in person, chat and on the phone can figure out why.  It's not a security setting.  Is it possible that the wire to the network would need to be replaced from the pole?  Is there any way that could be the cause?  Just tossing out ideas, but nothing on our end seems to be the issue. 

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1 month ago

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XfinityBenjaminM

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user_q5m1hm Hmm, that is definitely very unusual that a modem swap resolves the issue. In the future, if it happens again, please go here (https://www.xfinity.com/support/articles/report-blocked-website). There is a process there where you can report a site that isn't allowing you to access it. Our Customer Security Assurance Team can look into it and see why it may end up being blocked.

 

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We ask that you post publicly so people with similar questions may benefit from the conversation.
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1 month ago

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