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user_e573q6
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12 Messages

Wednesday, January 8th, 2025 4:57 AM

Unable to ping

I do not have any difficulty to load websites, search with Google, and use the internet to stream video. However, I am unable to ping any DNS servers, including the primary and secondary DNS servers shown in my router. Those are 75.75.75.75 and 75.75.75.76. Neither can I ping Google DNS at 8.8.8.8. I tried traceroute to google.com and failed. Please advise.

Tracing route to google.com [142.250.115.100]
over a maximum of 30 hops:

  1     1 ms     3 ms     2 ms  192.168.0.1
  2     7 ms     2 ms     2 ms  10.0.0.1
  3     *        *        *     Request timed out.
  4     *        *        *     Request timed out.
  .

  .
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

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3 hours ago

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user_e573q6

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12 Messages

10 days ago

I hope someone will be able to help me. Without access to Google's DNS server, my WD MyCloud NAS drive cannot access the internet. Without internet access, the main purpose of owning a NAS drive is lost.

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XfinityBradM

Official Employee

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776 Messages

8 days ago

Hey there, @ubose. We have a form to fill out for websites you're not able to access. The form goes to our Customer Security Assurance team who can dive into the routing issue you're experiencing. 

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user_e573q6

Frequent Visitor

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12 Messages

After bridging my cable modem to my router, I am able to ping the dns.google server.

I do have another question. How do I change my DNS server to other than Comcast?

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8 days ago

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XfinityBradM

Official Employee

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776 Messages

I see one of our awesome forum experts got to your question first but can confirm we are not able to change that setting. 

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

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8 days ago

EG

Expert

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108.1K Messages

8 days ago

@ubose 

You can't. Their gateway's firmware locks you in..

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user_e573q6

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12 Messages

I use an Arris cable modem that I own. Can I not choose a DNS server of my own on it? Also, if I set my choice of the DNS server on my router that is bridged to the cable modem, will the DNS lookups still go through Comcast servers?

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7 days ago

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EG

Expert

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108.1K Messages

@user_e573q6​ 

I use an Arris cable modem that I own. Can I not choose a DNS server of my own on it?

Is it a plain vanilla cable modem or a combo gateway device ? Model number ?

Also, if I set my choice of the DNS server on my router that is bridged to the cable modem, will the DNS lookups still go through Comcast servers?

You can use any DNS servers you wish with a third-party routing device (non-Comcast rented equipment).

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

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7 days ago

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user_e573q6

Frequent Visitor

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12 Messages

Arris Cable Modem TG862G CT. It is a cable modem and router combo. On bridging it to my TP-Link Archer C4000 router, the router functions of the cable modem turned off.

In the Xfinity dashboard of my Arris cable modem, I didn't find a way to change the DNS server. Did I miss it?

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2 days ago

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EG

Expert

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108.1K Messages

2 days ago

With this config, you change the DNS servers in the C4000 for your entire home network. Or you can do it in the individual client devices.

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user_e573q6

Frequent Visitor

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12 Messages

@EG​ If I change the DNS server in the C4000 router, do the DNS look up data still go through the Comcast servers before reaching my chosen DNS server?

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3 hours ago

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