Visitor
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10 Messages
Problem Accessing Certain Websites
My apology for the long explanation of my Issue.
I've been able to connect to "now problem websites" for the past 30 yrs since being customer with Comcast/Xfinity. About 4 wks ago, I was unable to access certain websites -- Connection timed out. These sites are very important to me --dealing with my Veteran health, Army-retirement pay; medical health & medications.
I called customer support -- talked with tech level I & II (after so many "dropped calls). I told them that it was not just my computer by all computers. It was not websites since I was able to access them using my cellphone hotspot connection. I tried using VPN --- it connected fine but unable to authenticate to get in. Tech II said that my Xfinity gateway was not up to date -- setup appointment for technician to come & replace it with up-to-date Modem (XB8). Technician try to resolved problem using the old Modem -- unsuccessful. After replacing with updated modem & getting "New IP Address" from DHCP server, I was able to connected to problem sites -- problem solved.
Yesterday (4 May 2025) problem returned -- connection timed out to same websites. Talked with technical support and after 2 hrs, I was told that all diagnostics & solutions has been applied and to wait 2 hrs then try to access website. I asked if I could get new IP address from Xfinity DHCP server since that seems to solved the issue. I was told to just wait for the 2 hrs to pass and to have faith in the solution. After 2 hrs passed, the problem still exist.
I received text message for feedback to rate -- I reply with "2" since problem was not resolved. I received call from quality control -- explained the reasons. She tried to get me connect with technical support. After waiting about 20-30 mins, I got connected. The person asked what's the problem -- I gave her update. She told me that she dealing with internet connection problem and not websites problem -- not allow to access websites. I explained to her that I'm not asking her to access but that I'm having issues connection to websites. She forwarded my call to "Advance Tech Support". Once connected, received recorded message that it was after regular hours -- to called back.
This is so very frustrating -- I know I'll have to go to the same cycle of explain everything to a new tech support and may or may not get problem resolved. I know I can connect to websites using my Cellphone Hotspot but I feel that I shouldn't have to since I do have Xfinity unlimited high speed connection.
If anyone have ideas or can assist, please do so. As stated, these website are very important to me as a dedicated Veteran and so far -- a loyal Comcast/Xfinity customer for 30 yrs.
EG
Expert
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111.6K Messages
2 months ago
Sometimes sites / servers IP addresses get blacklisted when they shouldn't be. As a possible temporary workaround, you could try disabling their Advanced Security feature and see;
https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security
Then contact this team about it. They handle blocking issues;
Comcast Customer Security Assurance. You can contact them online using the link below;
https://spa.xfinity.com/?linkId=130556429
https://comca.st/3C2771k which will take you to the general overview page. From there, you will then navigate over to the "Report a blocked website" button. You will then find the section and tool you need.
Or call them at 1-888-565-4329 or 1-800-934-6489 and ask for a transfer to them directly.
Business Hours: 6:00am - 2:00am EST, 7 days a week
Good luck !
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user_0a6b7b
Visitor
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10 Messages
2 months ago
Problem solved about a week ago but now it has re-occurred (same exact issue). I’m really exhausted and unsure as to how I can approached this to get it resolved (hopefully if can – permanently). I don’t want to call customer support cause I feel that I’ll have anxiety explaining to them over and over, get call dropped, talk with new tech and spends hours talking and trying to get resolved and end up not getting issue resolved. Any advice/assistance would be much appreciated.
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whmehlig
Regular Visitor
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2 Messages
9 days ago
Having similar issue, have been trying to access www.uhaul.com from the xfinity network and the site is unreachable. All other sites work fine, the same thing happens from my desktop which is connected directly to the router via network cable. If I disconnect the wifi on my phone and go through cell network (t-mobile) it connects fine, I also tried a hotspot to my desktop, and it work fine. I tried switching the DNS from Comcast to google but get the same negative result. I also tried through my phone connected to xfinity network with express VPN and it connect fine to the site.
Here is the summary:
1.- Phone wifi to uhaul site = NG
2.- Desktop wired to router to uhaul site = NG
3.- Phone through cell network to uhaul site = Good
4.- Desktop connected to Cell hotspot uhaul site = Good
5.- Phone wifi with VPN enabled to uhaul site = Good
So not sure what is going on, I don't have advanced security on, running modem in "bridge mode"
For now this is the only site that I have not been able to connect.
Thanks,
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