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Unable to access certain website, can access others.

Frequent Visitor

Unable to access certain website, can access others.

Yesterday afternoon I stopped being able to access some sites but can access many others.

@ComcastJohnN or @ComcastChe

Frequent Visitor

Re: Unable to access certain website, can access others.

I failed to include some information... I have reset my extender to factory. I have disconnected from my extender and connected to my router via wifi and via network cable. I've restarted my modem and computer. No matter what I do I can't access a site hosted on WPEngine.com but everyone else can. I can hit a LOT of other sites but cannot access a few sites on my host. I can access a completely different site on my host. If I access them on my phone through cellular it works just fine. I've done a virus scan and scanned for malware, all clean.

Frequent Visitor

Re: Unable to access certain website, can access others.

  1     5 ms     5 ms     5 ms  10.0.0.1
  2    15 ms    14 ms    14 ms  96.120.112.141
  3    13 ms    14 ms    20 ms  96.108.126.141
  4    18 ms    19 ms    17 ms  be-152-ar01.indianapolis.in.indiana.comcast.net [162.151.93.169]
  5    27 ms    27 ms    27 ms  be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
  6    28 ms    29 ms    25 ms  be-33491-cr02.350ecermak.il.ibone.comcast.net [68.86.91.165]
  7    27 ms    25 ms    26 ms  be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2]
  8    26 ms    24 ms    24 ms  96-87-9-230-static.hfc.comcastbusiness.net [96.87.9.230]
  9     *        *        *     Request timed out.
 10    33 ms    28 ms    24 ms  108.170.233.86
 11    30 ms    25 ms    25 ms  108.170.243.219
 12    31 ms    27 ms    27 ms  216.239.40.189
 13    38 ms    38 ms    37 ms  72.14.232.70
 14    37 ms    37 ms    35 ms  216.239.41.99
 15    45 ms    36 ms    35 ms  209.85.245.57
 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    43 ms    37 ms    33 ms  253.26.154.104.bc.googleusercontent.com [104.154.26.253]
Frequent Visitor

Re: Unable to access certain website, can access others.

This is a site on the same hosting service. I'm able to access it just fine.

 

  1     6 ms     5 ms     6 ms  10.0.0.1
  2    17 ms    15 ms    14 ms  96.120.112.141
  3    14 ms    22 ms    12 ms  96.108.126.141
  4    17 ms    31 ms    14 ms  be-152-ar01.indianapolis.in.indiana.comcast.net [162.151.93.169]
  5    25 ms    24 ms    25 ms  be-3-ar01.area4.il.chicago.comcast.net [68.86.188.181]
  6    26 ms    29 ms    28 ms  be-33491-cr02.350ecermak.il.ibone.comcast.net [68.86.91.165]
  7    28 ms    24 ms    31 ms  be-10563-pe01.350ecermak.il.ibone.comcast.net [68.86.82.158]
  8    25 ms    29 ms    26 ms  66.208.233.86
  9     *        *        *     Request timed out.
 10    29 ms    36 ms    27 ms  216.239.42.152
 11    29 ms    37 ms    25 ms  108.170.243.233
 12    69 ms    28 ms    38 ms  216.239.63.175
 13    49 ms    85 ms    46 ms  209.85.250.9
 14    59 ms    58 ms    57 ms  216.239.40.20
 15    61 ms    60 ms    58 ms  72.14.238.219
 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    58 ms    59 ms    55 ms  53.132.73.34.bc.googleusercontent.com [34.73.132.53]  
Frequent Visitor

Re: Unable to access certain website, can access others.

If I ping the site I'm trying to reach: 

Pinging teachpreschool.org [104.154.26.253] with 32 bytes of data:
Reply from 104.154.26.253: bytes=32 time=37ms TTL=54
Reply from 104.154.26.253: bytes=32 time=38ms TTL=54
Reply from 104.154.26.253: bytes=32 time=39ms TTL=54
Reply from 104.154.26.253: bytes=32 time=33ms TTL=54

Ping statistics for 104.154.26.253:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 33ms, Maximum = 39ms, Average = 36ms
Gold Problem Solver

Re: Unable to access certain website, can access others.


@Frapster wrote: If I ping the site I'm trying to reach: 
Pinging teachpreschool.org [104.154.26.253] with 32 bytes of data: ...

I can reach the site. When one customer cannot reach a site but others can, it usually means the site is blocking that customer's public Comcast IP. You can look up your IP at https://www.google.com/search?q=IP. You'll probably need to ask the site's admins for help with this.

 

What happens when you try to reach the site? Any error messages?

 

What does a trace to teachpreschool.org look like? Mine looks like this:

 


C>tracert -4 teachpreschool.org

Tracing route to teachpreschool.org [104.154.26.253] over a maximum of 30 hops:

1 13 ms  6 ms  5 ms router1 [192.168.1.1]
2 19 ms 20 ms 19 ms 96.120.9.181    (Comcast)
3 14 ms 14 ms 14 ms te-0-6-0-0-sur02.york.pa.pitt.comcast.net [162.151.68.57]
4 14 ms 13 ms 13 ms 96.110.24.214    (Comcast)
5 21 ms 20 ms 14 ms 96.110.25.65    (Comcast)
6 23 ms 22 ms 22 ms be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
7  *    35 ms 36 ms be-7016-cr02.ashburn.va.ibone.comcast.net [68.86.91.25]
8 34 ms 34 ms 34 ms be-10130-pe04.ashburn.va.ibone.comcast.net [68.86.82.214]
9 34 ms 27 ms 27 ms 50.208.232.110    (Comcast)
10 *     *     *    Request timed out.
11 33 ms 28 ms 27 ms 216.239.54.204    (Google)
12 97 ms 33 ms 34 ms 108.170.246.2    (Google)
13 34 ms 43 ms 37 ms 108.170.235.157    (Google)
14 55 ms 54 ms 54 ms 209.85.250.8    (Google)
15 80 ms 65 ms 68 ms 72.14.234.9    (Google)
16 63 ms  *    63 ms 172.253.70.65    (Google)
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 59 ms 68 ms 58 ms 253.26.154.104.bc.googleusercontent.com [104.154.26.253]

Trace complete.

Official Employee

Re: Unable to access certain website, can access others.

Hello, Frapster. I really appreciate you reaching out to us about this issue and I'd really like to help troubleshoot. 

I know it may seem like a rather basic troubleshooting step, but have you tried restoring your modem to its factory default settings to see if you are able to access those sites again afterwords? 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Official Employee

Re: Unable to access certain website, can access others.

Frapster, as I have not heard back from you in some time, I have closed this thread to further comments. I hope you were able to regain access to the websites you were having trouble with, but if you still need assistance, please feel free to start a new thread.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!