Since last night, I cannot ping anything past the comcast network.
I have a netgear n450 CG3000Dv2. It shows connected to comcast network.
(truncating IP's for privacy) I can ping the Cable modem IP address 76.125.x.x. The Default gateway 76.125.x.x - The DHCP server 18.104.22.168 and BOTH comcast DNS 22.214.171.124 and 126.96.36.199
I cannot ping ANYTHING outside of the comcast network. Google's DNS 188.8.131.52, level3 DNS 184.108.40.206 as exaqmples.
I've called comcast support and opened a ticket with them, they suggest that it must be my cable modem, as they show good signal. I just don't really want to drop $100 on a new Cable modem, it doesn't really seem like it could be an issue on my end.
Anyone have any ideas?
Can you browse to anything ? Please post the output of a traceroute to google.com
Correct i cannot browse to anything. I can however resolve DNS requests from the Comcast DNS.
here are traceroutes directly from my cable modem first to google.com second traceroute is to the google DNS 220.127.116.11
Performing traceroute to (18.104.22.168) from (76.125.x.x), 30 hops max, 92 byte packets
01 22.214.171.124 <1 ms 10 ms 10 ms
02 126.96.36.199 10 ms 10 ms 10 ms
03 188.8.131.52 <1 ms 10 ms 10 ms
04 184.108.40.206 20 ms 10 ms 10 ms
05 220.127.116.11 20 ms 30 ms 20 ms
06 18.104.22.168 20 ms 30 ms 20 ms
07 22.214.171.124 20 ms 20 ms 20 ms
08 * * *
Performing traceroute to (126.96.36.199) from (76.125.x.x), 30 hops max, 92 byte packets
01 188.8.131.52 10 ms 10 ms <1 ms
02 184.108.40.206 10 ms 10 ms 10 ms
03 220.127.116.11 10 ms 20 ms 40 ms
04 18.104.22.168 20 ms 20 ms 20 ms
05 22.214.171.124 20 ms 20 ms 20 ms
06 * * *
Looks like your packets are not making it past Comcast's regional routers to the backbone transit routers. I would call in to 1-800-comcast to report this if you haven't yet done so.
Thanks for your help, i'll try calling again. I called them this morning and they said it was on my end. Because it was not their cable modem and they could not troubleshoot.
I tried to bring up these results but that didn't seem to matter.
Ask for a tier 2 rep or a supervisor. It's very likely that a Comcast NOC official already knows about this and it's just a matter of time before it is corrected. Good luck !
Level1 support is impenetrable - instead of escalating me they want me to call Netgear. They don't understand, why it would need to be escalated.
CraigM2, thank you for reaching out here! Are you still having this issue? I get how important it is to get this resolved as soon as possible, and I'd be happy to help. Please send me a PM with your first and last name to get started!
To send me a Private Message, please click my name “ComcastAlly” and click “Send a message.”