My ip: 18.104.22.168
Client's ip: 22.214.171.124
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: 126.96.36.199 9.489ms asymm 2
1: 188.8.131.52 16.082ms asymm 2
2: 184.108.40.206 20.128ms asymm 3
3: po-1-1-cbr07.spokane.wa.seattle.comcast.net 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 10.0.1.1 (10.0.1.1) 1.092 ms 0.248 ms 1.295 ms
2 220.127.116.11 (18.104.22.168) 13.244 ms 11.984 ms 11.821 ms
3 22.214.171.124 (126.96.36.199) 7.841 ms 11.034 ms 7.876 ms
4 po-1-1-cbr03.spokane.wa.seattle.comcast.net (188.8.131.52) 7.946 ms 11.222 ms 10.499 ms
5 184.108.40.206 (220.127.116.11) 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 10.0.1.1 (10.0.1.1) 2.014 ms 1.262 ms 1.283 ms
2 18.104.22.168 (22.214.171.124) 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.