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How to convince Xfinity that they may have a routing problem?

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Regular Visitor

How to convince Xfinity that they may have a routing problem?

I have an old Hughesnet email account that is still active that I access using a web browser at mail.hughes.net.  It worked fine until today.  Now all I get is 

This site can’t be reached

mail.hughes.net took too long to respond

 

I have no problems reaching the site using other ISPs (phone/4G or Hughesnet service).  The website is shown as "up" by various reporting sites like downforeveryoneorjustme.com.  I did a traceroute and it clearly dies inside Xfinity's network:

 

Tracing route to mail.hughes.net [69.168.97.48]
over a maximum of 30 hops:

1 23 ms 2 ms 1 ms 192.168.0.1
2 14 ms 12 ms 12 ms 96.120.106.65
3 * 12 ms 16 ms 68.87.133.73
4 * 17 ms 12 ms 68.85.67.13
5 19 ms 14 ms 15 ms ae-32-ar01.capitolhghts.md.bad.comcast.net [69.139.246.121]
6 16 ms 17 ms 15 ms be-31441-cs04.ashburn.va.ibone.comcast.net [96.110.40.29]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.

 

I tried chatting with online support and just got the standard "reboot your modem", which did not solve anything.   One tech said I needed to contact Netgear because it was a router problem.  I tried to convince them that it is a router problem, but Xfinity's router....not mine.

 

So how does one get escalated to a support tier that can actually do some debugging beyond reading a script where all roads lead to reboot your modem?

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Regular Visitor

Re: How to convince Xfinity that they may have a routing problem?

Hi, I am having the exact same problem with comcast and my mail.hughes.net server. This problem started a few days ago. Everything is ok with any other service provider. What is going on?

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New Poster

Re: How to convince Xfinity that they may have a routing problem?

I have the same problem.  Started on Tuesday, 4/21

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Regular Visitor

Re: How to convince Xfinity that they may have a routing problem?

As of 4/29 am, it appears that Xfinity have fixed it.  Is it working for you guys now?

 

Tracing route to mail.hughes.net [69.168.97.48]
over a maximum of 30 hops:

1 23 ms 1 ms 1 ms 192.168.0.1
2 19 ms 10 ms 11 ms 96.120.106.65
3 11 ms 11 ms 22 ms 68.87.133.73
4 12 ms 10 ms 11 ms 68.85.67.13
5 10 ms 14 ms 12 ms ae-32-ar01.capitolhghts.md.bad.comcast.net [69.139.246.121]
6 20 ms 15 ms 15 ms be-31441-cs04.ashburn.va.ibone.comcast.net [96.110.40.29]
7 19 ms 16 ms 18 ms be-1402-cr02.ashburn.va.ibone.comcast.net [96.110.32.182]
8 15 ms 14 ms 13 ms be-10130-pe04.ashburn.va.ibone.comcast.net [68.86.82.214]
9 14 ms 22 ms 14 ms 50.242.151.190
10 * * * Request timed out.
11 30 ms 25 ms 27 ms 216.156.102.194.ptr.us.xo.net [216.156.102.194]
12 * * * Request timed out.
13 78 ms 29 ms 28 ms smtp.hughes.net [69.168.97.48]

Trace complete.

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New Poster

Re: How to convince Xfinity that they may have a routing problem?

Yes, thanks it is working now.  I had a trouble ticket in with HughesNet since Saturday and did receive a tech call yesterday.  Don't know if they reached out to Xfinity but glad it is now working

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Regular Visitor

Re: How to convince Xfinity that they may have a routing problem?

Thanks for the update, I also was able to get access to the hughes mail server.