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1 Message

Sat, Feb 6, 2021 1:00 PM

Routing Issues

My ip:

Client's ip:


I've called support multiple times on this issue, and I've been on with tier 2 support and I don't seem to be getting anywhere.  Last night two support people came to my location to verify that the issues we are experiencing are not on our side but within Comcast's regional network.


Here is the issue we are experiencing:

We run a mail server with no connectivity issues with anyone but our client

Our client runs a mail server with no connectivity issues with anyone but us

We are both Comcast business customers in Spokane Washington

We can not connect to each other

Doing a trace from our modem to theirs results in a no reply in Seattle

1:                                         9.489ms asymm  2 

 1:                                        16.082ms asymm  2 

 2:                                        20.128ms asymm  3 

 3:          14.320ms asymm  4 

 4:  no reply


They get a similar result on their end.


When I do a trace to my mail server from my Comcast residential service this is what I receive:

1 (  1.092 ms  0.248 ms  1.295 ms

 2 (  13.244 ms  11.984 ms  11.821 ms

 3 (  7.841 ms  11.034 ms  7.876 ms

 4 (  7.946 ms  11.222 ms  10.499 ms

 5 (  28.937 ms  26.932 ms  23.650 ms


When I try to trace to their server from my Comcast residential service this is what I receive:

1 (  2.014 ms  1.262 ms  1.283 ms

 2 (  12.008 ms  13.798 ms  10.400 ms

 3  * * *


Comcast tech support will only respond, "I can ping you and I can ping them so everything is fine".

They will say they login to our modems and can successfully ping each other.  When we login to our modems and do the same thing, they fail.


This morning I received a response to my ticket saying that they were able to ping my mail server's IP address from my modem (that was never a problem) and left me with some links to basic troubleshooting advice and no way to reply to them.


I feel like I've exhausted my resources with Comcast at this point.  Going through all the steps with their first tier support, only to have their second tier support either not care or not be passed the correct information from first tier just to close the ticket.


Official Employee


21 Messages

2 m ago

Hello and Happy Monday! I hope you’re having a great start to the week! I also appreciate you taking a moment out of your day to reach out to our team and apologize sincerely for the delay in response time. Going forward, thank you sincerely for taking the time to post these details in regard to the connectivity issues you're having with your Comcast Business services while working with your mail client. This definitely sounds like a frustrating situation considering all you've been through and we'd like to now take a closer look at the situation to help turn this around. So that we can pull up your account, please send a private message by clicking my name "ComcastJosephW" then select "Send a Message" on the right side with your name and service address to get started. Thanks again for all your patience through this process!



8 Messages

2 m ago

I have also experienced routing issue (IPv4). The problem I saw and I showed to Comcast Engineer is at the handoff point.

From Comcast Network to third party network like Level3 there is a big delay. Looks like the polices are not sequenced properly. Once I see the delay, my one application times out. I have to retry the connection again after the route is learned.




8 Messages

2 m ago

Some companies do not allow traceroute and hence will not respond to your TCP requests. Hackers use traceroute to hack into the system.