Connectivity
Connectivity and managing Your Comcast Business network
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Occasional Visitor

Disable Security Edge

Hello,

 

I need help disabling Security Edge on my account. It hijacks DNS requests, no matter what DNS server you are using.

 

nslookup google.com 4.3.8.5
Server:		4.3.8.5
Address:	4.3.8.5#53

Non-authoritative answer:
Name:	google.com
Address: 172.217.6.46

As you can see, 4.3.8.5 is NOT a real DNS server, but instead hijacked by the Security Edge DNS servers and resolves queries. We cannot and do NOT want this on our network. We do testing that relies on an IP actually being a nameserver, and some software requires it to fail if a device uses an invalid DNS server.

 

At this point, my only option is to change providers if Security Edge cannot be disabled. I have went to the Security Edge portal and disabled all that I could, but this does not prevent the DNS hijacking that's going on. I understand what Security Edge does, but it is not needed on our system, as we have our own internal firewalls and devices that manage all of our IPS/IDS.

 

Thank you for your help!

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7 REPLIES 7
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Official Employee

Re: Disable Security Edge

No problem at all. We have a dedicated team that is always here to help you on forums. Even though we have a service issue to fix I look forward to the opportunity to speak with you. I am very sorry Security Edge may be hindering your online experience. I know this must be an unnecessary obstacle and I can do my part to get the feature disabled if this is something you decide to do. Are you able to send a private message? If you can include your name, service address, and account number (or phone number) this would be perfect!  

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Occasional Visitor

Re: Disable Security Edge

PM sent. Any update?

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Official Employee

Re: Disable Security Edge

I apologize, I am not seeing your private message. If you click on my name do you see an option to send a private message this way? 

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Occasional Visitor

Re: Disable Security Edge

I have submitted the PM again. I would really like to get Security Edge disabled ASAP, as switching the modem to bridged mode only causes it to revert back within 24 hours. This is now causing business interruptions for us as well as extra costs migraing current servers to Azure and using VPN to get things done. This wouldn't be the case if we could flip a switch in the Security Edge site to completely disable it, instead we are at the mercy of waiting for a response. This is just unacceptable.

 

Here is proof of the first PM that you say you cannot find, as well as this followup one. Maybe contact the team that manages your forum and figure out why our PM's always disappear and we have to contact multiple times. (a quick search of the forum shows it's a common occurance). Please get that issue fixed on your end, or give us access to direct email support instead of forcing us to use the forums or call the 800 number only to be sent to residential CSR's who mess up your account.

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Official Employee

Re: Disable Security Edge

Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. Can you please send me a private message with the last four of the account number and/or last statement balance, your full name, phone number, and service address including city, state, and zip code?

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Occasional Visitor

Re: Disable Security Edge

This is the last time I am sending that info via PM. Getting annoyed with having to send it and NOTHING getting done. It’s time to switch to Level3 fiber services instead of Comcast.
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Occasional Visitor

Re: Disable Security Edge

Hello,

 

I have not recieved any update since PM'ing my info to Comcast_Gina. Is there any update on this? I would like to stop paying for hosted services and host them on-site again, without Security Edge enabled.

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