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xFinity Router/Gateway is blocking a specific website

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xFinity Router/Gateway is blocking a specific website

ACCESS RESPONSE:  ERR_CONNECTION_TIMED_OUT Message

 

NOTE:  Running VPN allows me to get to the website in question - always got to the website without running VPN.

 

I am having a similar problem as this thread:  https://forums.xfinity.com/t5/Your-Home-Network/xFinity-supplied-Router-Gateway-is-blocking-a-specif...

  • My xFinity supplied router started timing out on only one Website (URL) 5 days ago.
  • Before then I was able to connect to the website without issue.
  • Others can access the websites without any problems.
  • I can access the website using my cell phone or connected to another Xfinity router - just can't get to it when on my home Xfinity Router.   Otherwise, I can access a zillion others websites.
  • Xfinity Help worked with me for a while and said to contact the website owner.
  • My router was turned off and on again multiple times .

I have contacted the site in question and they confirm that they aren't blocking my access.  FWIW - this site houses three of my websites, e-mail, etc. - can't get to any of them unless I run VPN.  

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Gold Problem Solver

Re: xFinity Router/Gateway is blocking a specific website

When you cannot reach a site using your home Internet connection but can reach it using another Comcast link or a VPN or a mobile hotspot, it usually means the site is blocking your public Comcast IP. You can look up your public IP at https://www.google.com/search?q=IP. You'll probably need to ask the site's admins for help with this. Many sites admins don't even know that their systems do IP blocking, so this may not be easy.

What does a trace to to the site show? In Windows, open a Command Prompt window, enter

    tracert -4 URL

and post the output.

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Re: xFinity Router/Gateway is blocking a specific website

Thanks for the reply.  My website host says my IP isn't being blocked.  The technician also had me get the IP using VPN and he said that wasn't being blocked.

 

Here is the output from my trace (I closed the window after 7 or so - wasn't sure how long it was going to try):

 

 

trace.jpg
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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote: ... Here is the output from my trace  ...

You're blocked right at your gateway. You might try turning off xFi's "Advanced Security": see "Disable Advanced Security" on https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security/. I can browse vpnavy.org without a problem, but I'm using a straight cable modem instead of a Comcast gateway.

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Re: xFinity Router/Gateway is blocking a specific website

Why would it be blocked?  I have run for years using the same Xfinity box without a problem.  Any idea what happened?

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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote: ... Any idea what happened?

Not really. Since Comcast rolled out "Advanced Security" to its xFi gateways there have been many reports of improperly blocked sites. Perhaps the site you're trying to reach shares a server with a site hosting abusive content, or perhaps it's a bug in Comcast's systems. No way for a non-employee like me to know.

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Re: xFinity Router/Gateway is blocking a specific website

Really confused now.  I went through the "restart" process via XFinity and it hung and said try again later.  So, I unplugged the box - waited a minute - plugged it back in and nothing happened - just ON was lit.  A few minutes later the dang box came online.  Guess what - I can now get to vpnavy.org!

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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote: ... I can not get to vpnavy.org!

Can you run and post a trace to say, Google.com? Did you turning off xFi's "Advanced Security"? It may be necessary to swap out the gateway.

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Re: xFinity Router/Gateway is blocking a specific website

No - didn't shut off Security.  It showed hits the past few days that were blocked - didn't want to open it up.  I just went ahead and hit RESTART.

 

I ran the traces - they failed?

 

trace1.jpg
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Re: xFinity Router/Gateway is blocking a specific website

Just noticed - I CAN NOW GET TO VPNAVY.ORG (I accidently said I couldn't after the restart).

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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote: ... I CAN NOW GET TO VPNAVY.ORG ...

Good to hear!

 

When running tracert, don't type "URL", replace that with the site you want to trace, like you did in your earlier example:

 

    tracert -4 vpnavy.org

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Re: xFinity Router/Gateway is blocking a specific website

Dang - I know better then that!  SMILE

 

Here is Google and my site (noticed it started timing out..

 

 

trace.jpg
trace1.jpg
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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote: ... noticed it started timing out..

That's normal for many sites. Routers and servers don't always return the packets tracert needs. It's a pain, but by itself doesn't mean much. I can browse and ping the site, but tracert fails after what appears to be the last Comcast hop:

 

C>ping vpnavy.org
Pinging vpnavy.org [52.27.198.203] with 32 bytes of data:
Reply from 52.27.198.203: bytes=32 time=112ms TTL=30
Reply from 52.27.198.203: bytes=32 time=111ms TTL=30
Reply from 52.27.198.203: bytes=32 time=111ms TTL=30
Reply from 52.27.198.203: bytes=32 time=102ms TTL=30
Ping statistics for 52.27.198.203:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 102ms, Maximum = 112ms, Average = 109ms
C>tracert -4 vpnavy.org
Tracing route to vpnavy.org [52.27.198.203] over a maximum of 30 hops:
  1    18 ms     9 ms     9 ms  router1 [192.168.1.1]
  2     *       25 ms    17 ms  96.120.9.181
  3    26 ms    24 ms    17 ms  96.108.119.45
  4    16 ms    17 ms    15 ms  96.110.24.214
  5    26 ms    26 ms    18 ms  96.110.25.65
  6    34 ms     *       26 ms  be-34-ar01.mckeesport.pa.pitt.comcast.net [69.139.168.141]
  7    37 ms    27 ms    27 ms  be-31641-cs04.pittsburgh.pa.ibone.comcast.net [96.110.42.173]
  8    40 ms    37 ms    29 ms  be-1412-cr12.pittsburgh.pa.ibone.comcast.net [96.110.38.158]
  9    39 ms    38 ms    38 ms  be-302-cr14.350ecermak.il.ibone.comcast.net [96.110.39.161]
 10    49 ms     *       49 ms  be-1114-cs01.350ecermak.il.ibone.comcast.net [96.110.35.49]
 11    46 ms    47 ms    46 ms  be-1111-cr11.350ecermak.il.ibone.comcast.net [96.110.35.2]
 12    72 ms    70 ms    69 ms  be-301-cr02.1601milehigh.co.ibone.comcast.net [96.110.37.146]
 13     *       72 ms    70 ms  be-12021-cr01.champa.co.ibone.comcast.net [68.86.84.225]
 14    94 ms    95 ms    86 ms  be-11020-cr02.sunnyvale.ca.ibone.comcast.net [68.86.84.9]
 15    94 ms     *       93 ms  be-11083-pe02.529bryant.ca.ibone.comcast.net [68.86.84.14]
 16    93 ms    92 ms    86 ms  as16509-1-c.529bryant.ca.ibone.comcast.net [50.242.148.82]
(17-30  *        *        *     Request timed out)
Trace complete.
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Re: xFinity Router/Gateway is blocking a specific website

Well - that didn't last long - blocked again!

 

 

trace.jpg
trace1.jpg
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Re: xFinity Router/Gateway is blocking a specific website

When I kick in VPN - I can get to my site - don't understand why.  Doesn't that mean that Comcast is blocking my normal IP (since VPN hides my IP)?  

 

 

trace.jpg
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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote:

When I kick in VPN - I can get to my site  ... Doesn't that mean that Comcast is blocking my normal IP (since VPN hides my IP)?  


When you communicate over a VPN, Comcast can't see what sites you a connecting to or what data you are sending or receiving. And the sites you connect to see an IP address from the VPN, not your Comcast IP. So VPNs defeat some of the most common types of blocking by sites and by ISPs.

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Re: xFinity Router/Gateway is blocking a specific website

Thanks for all your help Bruce. 

 

I wonder if I should ask Xfinity for another box.  They replaced my box maybe a year ago - didn't ask for a new box - they just said I needed to upgrade.  My box is a: Voice and Data Modem - Cisco DPC3941T

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Re: xFinity Router/Gateway is blocking a specific website


@NFrankel236 wrote: ... Cisco DPC3941T

That's an xFi "Advanced Security" device. Most of Comcast's newer gateways are -- see https://www.xfinity.com/support/articles/getting-started-with-xfinity-xfi-advanced-security. If "Advanced Security" is blocking the site with the DPC3941, most of the other gateway models would do the same. I know of no way to ask Comcast to restore access to a site blocked by "Advanced Security". If you use one of their gateways and "Advanced Security" is blocking a site, and you're not willing to turn off "Advanced Security", you're stuck, except for the VPN.

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Re: xFinity Router/Gateway is blocking a specific website

Thanks Bruce - at least I have a VPN work around.

 

Thanks again for you help.

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Re: xFinity Router/Gateway is blocking a specific website

OMG Bruce - it sure isn't just me.  Comcast has problems with this Advanced thingy.  Take a look at this thread:  https://forums.xfinity.com/t5/Xfinity-xFi/xFi-Advanced-Security-is-blocking-my-company-s-website/td-...

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Re: xFinity Router/Gateway is blocking a specific website

Another person with my problem was told that Comcast uses "company A" created blacklist.  I contact the "Company A" about my problem and requested my websites be removed from their list.  They acknowledged their partnership but said I have to deal directly with Comcast.

 

I worked with Comcast (chat mode) and the end result was to shut off Advanced Security so I can get to my e-mail and websites OR contact the company housing my website (which I did and they said they ARE NOT causing the problem)! 

 

In otherwords, anyone uses Comcast as their Internet Provider can no longer get to my websites?   My websites include a County Museum, Comic Book Store, Veteran's Museum, Navy Patrol Squadrons, etc.  They don't sell anything, etc. This is wrong!

 

Bottom line -  I can't get anyone at Comcast to do anything!  This isn't right!  All those Comcast users who access my sites - can't get to them if they are running Advanced Security.  This isn't right!

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Re: xFinity Router/Gateway is blocking a specific website

UPDATE (6/1/2020):  Worked with (next level) Comcast Support from 8:03 to 8:52 AM.    Unfortunately, while I can't get to any of my sites - the representative (running through xFi Advanced Security also) could get to all my 5 sites!  He was at a loss why he could and I couldn't.  He said he would call me back after he checked into a few other possibilities.   Also, I got the impression that he wasn't aware of anyone else having the same problem - I pointed to just 2 of many threads for him to review - it wasn't just me.  So - still dead in the water with my websites.   He said he would call me back today - keeping my fingers crossed

UPDATE (6/2/2020):  Still waiting for the "call back!"

UPDATE (6/3/2020):  Still waiting for the "call back!"

UPDATE (6/4/2020):  Still waiting for the "call back!"  Getting a feeling that the 2nd Level Support Representative blew me off? 🙂

UPDATE (6/5/2020):  Still waiting for the "call back!"

UPDATE (6/6/2020):  Still waiting for the "call back!"

UPDATE (6/6/2020):  OMG - As of 5PM (or so) -  I am no longer blocked!  Yes, I am now living the dream!  FWIW - all my websites were blocked from May 29th, through July 6th, 2020.

UPDATE (6/7/2020):  Yuppa - BLOCKED AGAIN!

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Re: xFinity Router/Gateway is blocking a specific website

UPDATE (6/7/2020):  Yuppa - BLOCKED AGAIN!

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Domains blocked by xFi Advanced Security - How to elevate support?

Five of my domains (one military related with over 1 million hits a month and running for over 24 years, two County Museum related, etc. - non have ever been flag's as dangerous, etc. - they are accessed by schools, military, etc. - never a problem) , e-mail and FTP (unless I kick on my VPN) - are now being blocked by xFi Advanced Security. 

 

Yes, I can shut off xFi AS and get to them but that doesn't prevent others running xFi AS from getting to them.   Going through a ton of others with the same problem mentioned that a company (Plume) controls the list - I contacted them and they said I have to work through Comcast. 

 

I have contacted Comcast and was finally elevated to the next level of support.  They were at a loss - it seems that the 2nd Level Support Specialist (who is 200 miles away) had no problem seeing my sites.  Others are having problems but he isn't.   He was at a loss and had me play the trace game, etc.   He really made an effort to figure this out but finally said he would check further and get back to me.   Apparently "would check further" was shorthand for he can't help me and probably closed my case.  Does anyone know how to elevate this problem?  Shutting off xFi Advanced Security isn't a solution - since a ton of Comcast users have it running.  Someone must be able to help me out.

 

Here is my problem log (for those interested):

 

DOMAIN BLOCK BEGINS: May 29th, 2020
UPDATE (6/1/2020): Chat mode with Level One - they were at a loss - refer'd me to 2nd Level Support
UPDATE (6/1/2020): Worked with 2nd Level Comcast Support from 8:03 to 8:52 AM. Unfortunately, while I can't get to any of my sites - the representative (running through xFi Advanced Security also) could get to all my 5 sites! He was at a loss why he could and I couldn't. He said he would call me back after he checked into a few other possibilities. Also, I got the impression that he wasn't aware of anyone else having the same problem - I pointed to just 2 of many threads for him to review - it wasn't just me. So - still dead in the water with my websites. He said he would call me back today - keeping my fingers crossed
UPDATE (6/2/2020): Still waiting for the "call back!"
UPDATE (6/3/2020): Still waiting for the "call back!"
UPDATE (6/4/2020): Still waiting for the "call back!" Getting a feeling that the 2nd Level Support Representative blew me off? 🙂
UPDATE (6/5/2020): Still waiting for the "call back!"
UPDATE (6/6/2020): Still waiting for the "call back!"
UPDATE (6/6/2020): OMG - As of 5PM (or so) - I am no longer blocked! Yes, I am now living the dream! FWIW - all my websites were blocked from May 29th, through July 6th, 2020.
UPDATE (6/7/2020): Yuppa - BLOCKED AGAIN!

UPDATE (6/10/2020): Guess it is time to get tortured again - will call Comcast and let ya know what they tell me!

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Re: Domains blocked by xFi Advanced Security - How to elevate support?

UPDATE:  Comcast/Xfinity contacted me - so far so good - they are addressing my problem.  Thanks Comcast!