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New Contributor

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3 Messages

Thu, Jun 17, 2021 5:48 PM

After outage yesterday ipv6 working but not ipv4

Just like several threads here, ipv4 suddenly stopped working after an outage yesterday. Rebooted everything, tracert -6 works, tracert -4 does not. From router directly connected to modem, tracert to the modem's static IP goes off into Comcast land, when it should be a one-hop and stop. Suspect there's a duplicate IP on Comcast's end. Can someone from Comcast please respond? Thanks

Responses

Official Employee

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3 Messages

1 m ago

Hello @user_bc218d. I am sorry to hear that you are having internet issues, and I would love to assist you. Please send me a direct message with your first and last name, the complete service address, and account number to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.   

 

Here are 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 

New Contributor

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3 Messages

1 m ago

Hi Aaron - when I put in Xfinity Support it shows a bunch of usernames starting with Support and only XfinityLive that starts with Xfinity. Please advise. Thanks

New Contributor

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3 Messages

1 m ago

Just for closure - factory reset and re-config of the router solved the issue. No idea what happened. Thanks to the Comcast folks for their help!