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Cannot ping or open login.xfinity.com (SOLVED)

Regular Contributor

Cannot ping or open login.xfinity.com (SOLVED)

Cannot ping or open login.xfinity.com from any device in my home (5 PC's, 2 phones, 2 tablets, 1 smart tv) when on my home wifi, and the same thing happens when I am on the neighborhood "xifinitywifi" (not my router). Just get "connection/ request timed out".... Thus I cannot use a browser to check mail, manage my account, etc.

 

NOTE: login.xifinity.com works fine if I use my verizon phone as a hotspot (which I am doing right now so I could post this).

 

 

SOLVED by rebooting the modem.

 

Problem Solver

Re: Cannot ping or open login.xfinity.com

Initial pings from a Win10 PC command prompt window failed, but started working.  Browser works to login.xfinity.com too.  Temporary issue resolved?  Could have been a DNS server issue that the internet uses where the mobile network access does not use.

Joe V
(not a Comcast employee, just another paying customer)
login xfinity.jpg
Regular Contributor

Re: Cannot ping or open login.xfinity.com

Don't know where you are located, but in my neighborhood (Stockton, CA) it's still not working, hasn't been for a few days.... Stops dead after Northlake, IL... No idea why it's inserting the "g" in the address...

 

Microsoft Windows [Version 10.0.18362.418]
(c) 2019 Microsoft Corporation. All rights reserved.

 

C:\Windows\System32>tracert login.xfinity.com

Tracing route to login.g.xfinity.com [162.150.57.167]
over a maximum of 30 hops:

 

1 3 ms 2 ms 1 ms 192.168.1.1
2 9 ms 9 ms 10 ms 96.120.84.53
3 11 ms 11 ms 11 ms 162.151.83.57
4 13 ms 14 ms 13 ms ae-16-ar01.sacramento.ca.ccal.comcast.net [68.87.202.113]
5 19 ms 19 ms 22 ms be-33667-cr01.9greatoaks.ca.ibone.comcast.net [68.86.93.25]
6 19 ms 26 ms 18 ms be-11025-cr02.sunnyvale.ca.ibone.comcast.net [68.86.87.157]
7 43 ms 43 ms 46 ms be-11020-cr01.champa.co.ibone.comcast.net [68.86.84.10]
8 45 ms 53 ms 46 ms be-12021-cr02.1601milehigh.co.ibone.comcast.net [68.86.84.226]
9 66 ms 76 ms 66 ms be-10521-cr02.350ecermak.il.ibone.comcast.net [68.86.85.169]
10 66 ms 69 ms 95 ms ae-0-0-ar02-d.northlake.il.ndcchgo.comcast.net [68.86.87.70]
11 66 ms 69 ms 65 ms xe-4-0-2-0-ur10-d.northlake.il.ndcchgo.comcast.net [162.151.24.118]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

C:\Windows\System32>

 

Problem Solver

Re: Cannot ping or open login.xfinity.com

Well, I'm in northern Vermont and ping's/traceroute's work fine.  My router has automatically received and is using 75.75.75.75 and 75.75.76.76 as its DNS servers.  Here is my traceroute:

 

C:\Users\Joe>tracert login.xfinity.com

Tracing route to login.g.xfinity.com [68.87.29.197]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.1
2 11 ms 9 ms 10 ms 96.120.70.69
3 11 ms 10 ms 9 ms 68.85.185.217
4 20 ms 20 ms 20 ms 96.110.23.1
5 45 ms 28 ms 25 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86.90.217]
6 35 ms 24 ms 26 ms be-10203-cr01.newark.nj.ibone.comcast.net [68.86.85.185]
7 26 ms 28 ms 26 ms be-7922-ar02-d.westchester.pa.bo.comcast.net [68.86.91.178]
8 28 ms 29 ms 29 ms be-100-ur22-d.westchester.pa.bo.comcast.net [68.85.137.221]
9 27 ms 27 ms 26 ms 68.87.29.197

Trace complete.

What DNS servers is your internet connection using?  I'm suspecting they have a corrupted database or there are router tables that are corrupted and need to be reloaded.  Maybe the default/first DNS server being used is where the problem is. If you can change the order of the DNS servers (if you have two like me) something might change.

Joe V
(not a Comcast employee, just another paying customer)
Regular Contributor

Re: Cannot ping or open login.xfinity.com

Tried three different sets of DNS servers (and reversing the order of the comcast ones) in my router. Used ping utility directly in my router, the (non-xfinity ones) do pull different IP's for the site, but they all still yield "request timed out".

 

75.75.75.75 + 75.75.76.76 -> login.xfinity.com = 162.150.57.167

75.75.76.76 + 75.75.75.75 -> login.xfinity.com = 162.150.57.167

8.8.8.8 + 8.8.4.4 -> login.xfinity.com = 96.114.156.145

208.67.222.222 + 208.67.220.220 -> login.xfinity.com = 68.87.29.197

 

Notice the last IP is same as yours, that does work for you but not me.

 

 

Problem Solver

Re: Cannot ping or open login.xfinity.com

Probably have to get a level 2 or 3 tech support person at Comcast to look at this ..
Joe V
(not a Comcast employee, just another paying customer)
Regular Contributor

Re: Cannot ping or open login.xfinity.com

Not worth my time, unless this continues for several weeks. Guess I'll just use my Verizon cell signal when I want to check my account.
Gold Problem Solver

Re: Cannot ping or open login.xfinity.com


@tzr916 wrote: ... Tracing route to login.g.xfinity.com [162.150.57.167] ...

What you are seeing may be related to a problem noted in https://forums.xfinity.com/t5/XFINITY-Stream-Website/Not-able-to-login-to-xfinity-stream-while-on-ho.... The hostname is different, but the IPs match (68.87.29.197, 96.114.156.145, and 162.150.57.167). 162.150.57.167 has been dead for weeks. Maybe @ComcastAntiSpam would have some insight.

Regular Contributor

SOLVED: Cannot ping or open login.xfinity.com

Thanks! As suggested in that other topic - Rebooting the modem has resolved my issue of not being able to login to my account in a browser. Ping and tracert still bring up same IP and still fail, but I don't care because my browser is working now.