Xfi Gateway and Disney+

[NurseRatched]

For about a month now I haven't been able to connect to Disney+ on my home network. D+ says my IP isn't blocked, and it works fine on mobile data. I've tried contacting xfinity about the issue but they hung up the phone on me =/. doing an nslookup of disneyplus.com gives me:

Server: cdns01.comcast.net
Address: 2001:558:feed::1

Non-authoritative answer:
Name: disneyplus.com
Addresses: 34.218.145.143
54.71.61.241
54.218.188.255

If I try to ping the server my request times out. I'm out of ideas besides buying my own modem and taking the xfi gateway back to xfinity (which I only got because I needed a mesh network, but they never "analyzed my network" so I could get the free extender and had to go buy my own anyway, go figure. Any help would be great

[BruceW]

"disneyplus.com" does not seem to respond to ping, but that's not unusual. Lots of servers ignore ping and trace packets. I can browse disneyplus.com however.

What does a traceroute to the site look like? Here's mine. All the hops that responded are Comcast IPs except #18, which is an Amazon AWS IP:

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C>tracert -4 disneyplus.com
Tracing route to disneyplus.com [54.71.61.241] over a maximum of 30 hops:
  1    18 ms     7 ms     7 ms  router1 [192.168.1.1]
  2    22 ms    14 ms    14 ms  96.120.9.181
  3    23 ms    17 ms    15 ms  24.124.216.181
  4    31 ms    26 ms    19 ms  96.110.25.9
  5     *       28 ms    37 ms  69.139.168.185
  6    37 ms    44 ms    36 ms  96.110.42.17
  7    39 ms    39 ms    38 ms  96.110.38.34
  8    59 ms    55 ms    55 ms  be-10305-cr02.350ecermak.il.ibone.comcast.net [68.86.85.202]
  9    61 ms     *       60 ms  be-1202-cs02.350ecermak.il.ibone.comcast.net [96.110.36.101]
 10    62 ms    62 ms    64 ms  be-1211-cr11.350ecermak.il.ibone.comcast.net [96.110.35.6]
 11    83 ms    84 ms     *     be-303-cr11.1601milehigh.co.ibone.comcast.net [96.110.37.154]
 12    76 ms    82 ms    75 ms  be-1211-cs02.1601milehigh.co.ibone.comcast.net [96.110.39.69]
 13    76 ms    84 ms     *     be-3202-pe02.910fifteenth.co.ibone.comcast.net [96.110.38.118]
 14    82 ms    82 ms    82 ms  23.30.207.26
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18   108 ms   108 ms   102 ms  150.222.251.39
19-30   *        *        *     Request timed out.
Trace complete.

[NurseRatched]

Here's my Tracert, after hop 10 nothing responds 

Tracing route to disneyplus.com [54.218.188.255]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  10.0.0.1
  2     9 ms    14 ms    25 ms  96.120.16.173
  3    15 ms    17 ms    16 ms  ae-252-1209-rur01.clute.tx.houston.comcast.net [96.110.241.105]
  4    34 ms    20 ms    15 ms  ae-66-ar01.bearcreek.tx.houston.comcast.net [68.85.247.93]
  5    26 ms    30 ms    29 ms  be-33662-cr02.dallas.tx.ibone.comcast.net [68.86.92.61]
  6    34 ms    34 ms    32 ms  be-302-cr12.1601milehigh.co.ibone.comcast.net [96.110.38.101]
  7    36 ms    39 ms    36 ms  be-1412-cs04.1601milehigh.co.ibone.comcast.net [96.110.39.93]
  8    33 ms    35 ms    37 ms  be-3402-pe02.910fifteenth.co.ibone.comcast.net [96.110.38.126]
  9    35 ms    31 ms    35 ms  173-167-56-66-static.hfc.comcastbusiness.net [173.167.56.66]
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

[BruceW]

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@NurseRatched wrote: Here's my Tracert, after hop 10 nothing responds  ...

---

What does a trace to 54.71.61.241 look like?

[NurseRatched]

Here ya go 

Tracing route to ec2-54-71-61-241.us-west-2.compute.amazonaws.com [54.71.61.241]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  10.0.0.1
  2     9 ms    16 ms     9 ms  96.120.16.173
  3    10 ms    14 ms    10 ms  ae-252-1209-rur01.clute.tx.houston.comcast.net [96.110.241.105]
  4    24 ms    18 ms    15 ms  ae-66-ar01.bearcreek.tx.houston.comcast.net [68.85.247.93]
  5    21 ms    18 ms    19 ms  be-33662-cr02.dallas.tx.ibone.comcast.net [68.86.92.61]
  6    31 ms    30 ms    34 ms  be-304-cr12.1601milehigh.co.ibone.comcast.net [96.110.38.109]
  7    33 ms    31 ms    30 ms  be-1212-cs02.1601milehigh.co.ibone.comcast.net [96.110.39.85]
  8    30 ms    37 ms    30 ms  be-3202-pe02.910fifteenth.co.ibone.comcast.net [96.110.38.118]
  9    37 ms    30 ms    30 ms  as8075-1-c.111eighthave.ny.ibone.comcast.net [173.167.59.118]
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 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.

[NurseRatched]

Oh. just some extra info. this didn't start happening until after I upgraded to the xfi gateway with xfi complete/gigabit speed, when I used my own modem and was on 500Mbs there were no problems

[BruceW]

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@NurseRatched wrote: Here ya go ...

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Thank you. I was hoping your trace would look more like the one I posted, but no such luck. Sorry, all I can say is that when Comcast blocks an IP the trace usually stops by the 4th hop. Maybe others will have more insight.

[jamescho84]

I have the exact same problem, do you have an update on this? Chatted with disney+ as well, same answer. Gateway seems to be the issue.

[NurseRatched]

No update, still have this problem. Tried calling xfinity and they hung up on me. Gateway is the prob I'm assuming as this problem started when I started using it instead of my own modem

[NurseRatched · Accepted solution]

This randomly fixed itself after numerous Xfinity outages due to the winter storm in Texas. When the internet came back up it worked again. So... sorry for anyone reading this in the future?