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Cannot load specific websites when using the gateway

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Regular Visitor

Cannot load specific websites when using the gateway

I've seen several posts with similar problem, but never a resolution.

I've also been on phone with tech support for hours, no resolution.

The problem is this: when trying to access a specific website via the xfinity gateway, it times out with the following message:

This site can’t be reached

********* took too long to respond.

Try:

ERR_CONNECTION_TIMED_OUT
 
It's only for that website, and it worked without a problem just days ago. 
It also works just fine if I switch my phone to cellular data.
It also works for other people on different networks. 
I own the specific website and host it with godaddy. It also works for them when they checked for 6 distinct areas. 
I can ping the domani, I can do traceroute, and can even connect via ftp.
Everything works except http.
By the way the website is babaosoftware.com, if you feel like trying it.
Tried different browsers, cleared cache, incognito mode, restarted gateway, disabled MoCA.
Obviously, nothing fixed it, otherwise I would not be here.
Any suggestions welcome.
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Expert

Re: Cannot load specific websites when using the gateway

Try disabling the Xfi Advanced Security feature as a work-around for now and see. It's buggy ! And there is currently no way for an end-user to be able to whitelist anything;


https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security

 

YMMV. Good luck !



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

Re: Cannot load specific websites when using the gateway

Nothing worked so far. It's working fine with cellular or when I remote into the office computer.

traceroute shows problems, as it cannot find the route. Even when I use the xfinity modem troubleshoot screen, it finds the domain, it finds the ip address, but it fails on traceroute. I feel the problem is there, but I don't know what it can be.

Here is the traceroute output. It will keep on timing out after 12 hops

% traceroute babaosoftware.com

traceroute to babaosoftware.com (107.180.20.71), 64 hops max, 52 byte packets

1  192.168.86.1 (192.168.86.1)  8.535 ms  3.076 ms  2.095 ms

2  10.0.0.1 (10.0.0.1)  3.303 ms  3.720 ms  3.289 ms

3  96.120.64.209 (96.120.64.209)  8.905 ms  9.548 ms  10.303 ms

4  96.110.29.101 (96.110.29.101)  11.325 ms  10.539 ms  10.220 ms

5  162.151.191.34 (162.151.191.34)  10.572 ms  11.461 ms  9.450 ms

6  162.151.191.21 (162.151.191.21)  12.470 ms  11.888 ms  12.665 ms

7  be-2-ar01.needham.ma.boston.comcast.net (68.87.147.149)  15.322 ms  16.213 ms  15.693 ms

8  * * *

9  * * *

10  ae6.ibrsa0102-02.iad1.bb.godaddy.com (4.15.136.122)  27.175 ms  30.775 ms  30.613 ms

11  ip-148-72-36-47.ip.secureserver.net (148.72.36.47)  29.149 ms  28.474 ms  28.381 ms

12  * * *

 

When I do the same on the remote computer, it finds it, no problem (it's a windows machine, so I use tracert):

tracert babaosoftware.com

Tracing route to babaosoftware.com [107.180.20.71]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 172.30.244.3
2 2 ms 2 ms 2 ms 3650-int-b.ibi.com [38.96.131.1]
3 5 ms 3 ms 3 ms 42.tengige0-0-0-0.gw5.nyc4.alter.net [152.179.16
1.233]
4 1 ms 1 ms 1 ms 0.ae1.br2.nyc4.alter.net [140.222.229.91]
5 1 ms 1 ms 1 ms verizon.com.customer.alter.net [152.179.78.154]

6 * * * Request timed out.
7 7 ms 7 ms 7 ms ae6.ibrsa0102-02.iad1.bb.godaddy.com [4.15.136.1
22]
8 8 ms 8 ms 8 ms ip-148-72-36-47.ip.secureserver.net [148.72.36.4
7]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 7 ms 7 ms 7 ms ip-107-180-20-71.ip.secureserver.net [107.180.20
.71]

Trace complete.

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Gold Problem Solver

Re: Cannot load specific websites when using the gateway


@babao wrote: ... It's working fine with cellular or when I remote into the office computer.

traceroute shows problems ...


I can reach the site. When one customer cannot reach a site but others can, and you cannot reach the site using your Comcast connection but you can using others, it can mean the site is blocking your public Comcast IP. You can look up your IP at https://www.google.com/search?q=what+is+my+IP. You'll probably need to ask the hosting service admins for help with this.

 My trace looks like this:

 

C>tracert -4 babaosoftware.com
Tracing route to babaosoftware.com [107.180.20.71] over a maximum of 30 hops:
  1    12 ms     3 ms     3 ms  router1 [192.168.1.1]
  2    13 ms    13 ms    12 ms  96.120.9.181
  3    14 ms    12 ms    13 ms  96.108.119.45
  4    13 ms    13 ms    14 ms  96.110.24.214
  5    17 ms    11 ms    11 ms  96.110.25.65
  6    23 ms    22 ms    25 ms  be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
  7    35 ms    34 ms    25 ms  ae-7.bar1.Pittsburgh3.Level3.net [4.68.106.85]
  8     *        *        *     Request timed out.
  9    31 ms    30 ms    30 ms  ae6.ibrsa0102-02.iad1.bb.godaddy.com [4.15.136.122]
 10    30 ms    31 ms    30 ms  ip-148-72-36-47.ip.secureserver.net [148.72.36.47]
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16    28 ms    28 ms    31 ms  ip-107-180-20-71.ip.secureserver.net [107.180.20.71]
Trace complete.
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Regular Visitor

Re: Cannot load specific websites when using the gateway

I did asked the hosting, which is godaddy.com (by the way, the site is mine). Their tech reps are as puzzled as I am. Also, spent hours with xfinity, nobody can figure out why. GoDaddy checked the access from 6 various locations, all worked. Their best guess was that somehow my ip address assigned by xfinity to my modem, might be blacklisted somehow. I am totally out of ideas.

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Regular Visitor

Re: Cannot load specific websites when using the gateway

Actually there is one thing I can do, exchange the modem. xfinity told me that that will change the ip address.

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Regular Visitor

Re: Cannot load specific websites when using the gateway

Just for further reference. I have not replaced the modem yet (in order to get a new ip address), but the ip address is definitely the cause of the problem. I know this because if I use a VPN, like Express VPN, everything works just fine. I'm guessing my hosting company, GoDaddy, has somehow blacklisted my current ip address, even though they dont' admit it, and the only way to change it is to get a new modem.

Highlighted
Expert

Re: Cannot load specific websites when using the gateway

FWIW, placing the Comcast supplied gateway device in to bridge mode and using a separate router with it will get you a new / different IP address.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: Cannot load specific websites when using the gateway

I am also having the same exact issue. Tech guy was over yesterday changed out the router that I just got 3 months ago and it’s still blocking specific websites and all phones labtops iPads printers and PS4 but the weird part is I have 4 TVs with roku running with no problem. I even disabled the advanced security. There seems to be no solution.