Cannot send/receive Comcast email from TotalPlay ISP in Mexico (using Outlook for iOS/Mac). TelCel, AT&T and Izzi Communication WORK FINE

Comcast is blocking Mexcio TotalPlay ISP IP's, or ASN's Range. What specifically do I need to ask Total Play to open a Unblock Ticket with Comcast. Or can I find the information in my router? Same issue as below thread.

I have access to 4 ISP's in Mexico. 3 of 4 have success.

TotalPlay (Fail)

Izzi Communications (Success)

TelCel (Success)

AT&T Mexico (Success)

This is the same issue;

https://forums.xfinity.com/conversations/email/cannot-send-or-receive-comcast-email-from-mexico-using-outlook-for-windows-or-android/65b96535ed17eb490b58d68f

Responses

XfinityJamesC

Official Employee

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1.7K Messages

8 months ago

Greetings, @user_d1c131! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with these IP addresses, but you have definitely come to the right place for assistance.

Anything pertaining to email security or blocked IP addresses would need to be directed to our Customer Security Assurance (CSA) Team. They are available from 8:00 AM - 12:00 AM Eastern Time, seven days a week, by calling 1-800-224-2478 or 1-800-934-6489. You can also reach out to them online by visiting https://internet-security-site-web.ho-g3.cf.comcast.net/help/report-abuse.

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BruceW

Gold Problem Solver

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26K Messages

8 months ago

@XfinityThomasC wrote: "... internet-security-site-web.ho-g3.cf.comcast.net ..."

Once again, you have posted a link that customers cannot reach.

Please, please, please realize that host is not accessible to customers. The IP address of the site is 10.112.21.x, a private IP address which may be accessible to Comcast employees connected to the company's private Intranet, but not to the public Internet.

https://internetsecurity.xfinity.com/help/alerts is the publicly accessible equivalent. Sometimes it even works!

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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Again

Expert

•

31K Messages

8 months ago

Customer Security Assurance
Business Hours: 8:00am - 12:00am EST, 7 days a week
Contact: 1-888-565-4329

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user_cb068e

Visitor

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2 Messages

Comcat Ticket IH255500779 is still without resolution. I called above 800 numbers and went round and round with Offshore Suport. before finally getting CSA in offshore. I am not confident they understand the issue.

8 months ago

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XfinityMarcus

Official Employee

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1K Messages

@user_cb068e, thank you for reaching out using the Community Forum page. I would be more than happy to assist you with your ticket concerns. Please send us a direct message with your full name and complete service address.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

8 months ago

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user_d1c131

Cannot send/receive Comcast email from TotalPlay ISP in Mexico (using Outlook for iOS/Mac). TelCel, AT&T and Izzi Communication WORK FINE

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XfinityJamesC

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_cb068e

XfinityMarcus

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