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

[tzr916]

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.

[jav6joev]

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.

[tzr916]

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>

[jav6joev]

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.

[tzr916]

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.

[jav6joev]

Probably have to get a level 2 or 3 tech support person at Comcast to look at this ..

[tzr916]

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.

[BruceW]

---

@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 @CCAntiSpam would have some insight.

[tzr916]

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.

[Desolator]

This is crazy. I've had the same problem for over a month. I could not ping xfinity.com. A reboot of my cable modem fixed it. Thanks for figuring this out! Any idea what caused this problem?

[Miguelandre]

I've been having the same problem for months. Also the be-1-ur22-d.northlake.il.ndcchgo.comcast.net (69.139.237.218) causing the problem. 

While I really don't care about this for account reasons (I'm able to VPN through fine) it does affect Xfinity streaming.

I've rebooted my modem, hard reset my router, called Comcast a million times and then of course banged my head on the wall. A technician showed up and didn't know what was wrong.