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Website timing out when connection attempt through Comcast Business- works fine from other ISP's

MidPoint
Visitor

Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Howdy,

 

have a reoccuring situation where our business Comcast account has, in the last month or so, apparently stopped allowing access to MTB.com (M&T Bank).

 

At first we thought it was a setting on the firewall, but after conducting tracert through and around the firewall, it appears the issue may be upstream. The firewall manufacturer tech support responds: Since there is nothing on the firebox that could deny the traffic to this banking site, and based on the results of the tracert you've provided this appears to be a routing issue on the ISP's end when going through the modem/router at 96.91.202.182 as opposed to the one at 96.120.104.97. The firebox has no control over the traffic when it's 5 hops up the ISP's network and that's where it's stalling. I would suggest you call comcast and ask them to trace the traffic from 96.91.202.177 heading towards 12.19.225.25 since it's not reaching the destination.

 

Hoping someone can lend a hand on this, not being able to access our corporate banking account is making AR cranky...

 

Thanks,

 

-Jeff

15 REPLIES
Respected Member

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Hello Jeff and welcome to forums,

 

I am sorry to hear about your issues connecting to your banking site. I would like to first push your modem into a IPv4 only modem, temporarily to force a re-registration to the network. This process can take up to 40 minutes to complete. Do you have a preferred time of day for this rest? (AM|PM)

 

Please let me know how/if you would like to proceed.

MidPoint
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Michael,

 

Thanks for the reply; our office hours are typically 8-5, m-f, eastern time, so if this will take the modem off-line then after normal hours would be preferred. Will this require an on-site presence (do I need todo anything) or is this accomplished remotely?

 

-Jeff

Respected Member

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

No need for you to be onsite for this reset. I will be backing up the modem configuration in the event the IPv4 mode does not complete. I will message you once my reset is completed.

Highlighted
MidPoint
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Very good, thanks.

 

-Jeff

Respected Member

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Hello Jeff,

 

I have pushed the IPv4 only mode to your modem. Please test your connection to any sites you had trouble with and report if the issue persists.

MidPoint
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

I'm afraid that there has been no change on the users end. MTB.COM and all of it's iterations still time out regardless of machine or browser on this IP route.

 

thanks,

 

-Jeff

Respected Member

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

I would like to created a Tier II ticket for review of communications to this site. Do you have any other sites that you are aware of so I can report them as well?

MidPoint
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

No other sites have been reported to me at this time.

 

thanks,

 

-Jeff

Respected Member

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Thank you for this information. The ticket number for this issue is CR725831551. Please allow a few days for them to receive and resolve the request. I have informed them to contact you at 4434874077 if additional verification is needed. Please keep me posted as to our resolution.

 

Thank You

MidPoint
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

No follow-up after three weeks. Problem persists.

 

thanks,

 

-Jeff

CLENG
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Sorry to hijack your thread MidPoint but I am experiencing a similar issue. I cannot reach ridgeviewindustries.com or rvipurchaseterms.com from either a Comcast Business connection or Comcast consumer connection. A traceroute does not make it past the second external hop in either case.

 

Comcast business:

 

CB.png

Comcast consumer:

 

CC.png

 

 

CLENG
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Nothing?

Respected Member

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Hello Jeff & CLENG,

 

I truly apologize for such the delay to replying to your messages and posts as I have been in extended product cross training for my role.

 

First Jeff, the ticket created for this issue is showing closed on my end though you last stated that the issue persists. Would you please confirm for me if the issue still persists? Also send any traceroute information you can gather for further investigation.

 

Next CLENG, would you please send a private message with your acct name and acct number to verify the correct account? Once completed we can return here to complete our troubleshooting.

 

Thank you both for your patience.

 

MidPoint
Visitor

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

Whatever the issue was, it appears to be corrected as of today 09/29/17. Our users are able to access the previously inaccesable website.

 

thanks,

 

-Jeff

Official Employee

Re: Website timing out when connection attempt through Comcast Business- works fine from other ISP's

 

Hi MidPoint. 

 

Glad to hear your DNS issue is resolved. Please let me know if you need anything.

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