I have been a comcast business internet customer for approximately a year now. I run and solely operate a home business. In the most basic of terms, I am a video game broadcaster. I broadcast gameplay and commentary on the website, twitch.tv.
Unfortunately in this community, there are some people that like to troll and shut down live streams. This past week, I have experienced a relentless DoS attack to my modem. The only solution to stopping this would be to change the public IPv4 and IPv6 IP addresses. Unfortunately, Comcast tech support has been a nightmare to deal with. My first tech support person had no idea what a DoS or DDoS attack was. After speaking to their supervisor, they escalated it to Tier 2. Tier 2 closed the ticket and said that the customer needed to contact their local IT team. I called back the next day and was told this without a prior phone call to me informing me of what had been done. I had Tier 1 reopen the ticket and inform Tier 2 that this was not something that IT could do anything about and it had to come from the ISP. The Tier 1 rep also informed me that if they change the DHCP Lan IP it should stop the DoS attack. Which again, is not accurate. That will not change the public IP and will not solve this issue. They also suggested that I unplug my modem completely and leave it for 10+ hours. Which should have forced a new IP from the node. I did this and it did not change the Public IP. I also talked to a supervisor at that point and they suggested I post on these forums and they would escalate it to their Tier 3 national team.
The industry I work in is growing exponentially. Some of our broadcasters even made the Forbes 30 under 30 list. I am reaching out because this is a serious issue and has now made it impossible for me to work this week.
I am sure there are other internet companies or people that rely on the internet for their ability to conduct business. I feel that it would benefit us, as well as comcast, if they had policies in place to aid customers in the events of a DoS or DDoS attack. Proxy and VPNs work great until Hackers are able to break through those barriers. Then that leaves our IP addresses vunerable to attack. I hope that Comcast can come up with an easy solution to be able to change IP addresses.
Anyone else have an suggestions?
I can't on the model that Comcast Business gave me. There is no way to change it. On older models you could clone the mac address and change one character in it. That would force a new IP. But on the newer models, they have disabled that option.
None of these options worked. Comcast wasn't helpful with the issue. They would not change my IP. I had to go buy a new modem of my own and that forced a new IP. I am really disappointed in Comcast right now!
I am having that exact issue right now. I can't count how many Comcast agents from how many countries in how many departments I have spoken with and no one will, can or is willing to help me. They send reset signals, on ground tech guys, ask me to reset my modem and have even tried to force me to subscribe to Norton antivirus! My static IP is being Ddosed and I need a new IP. They WILL NOT CHANGE IT! So, I pay hundreds of dollars a month for business internet but I have no access to the internet because Comcast won't change the IP that is being attacked. I have lost so much money, time and patience in dealing with Comcast. I don't understand how Comncast can be allowed hurt businesses and people the way that they do....and they couldn't care less.
Good afternoon, ClaudineH.
I appreciate you letting us know with these events happening with your network. If these DDoS attacks are targeting your static, I would suggest reaching out to our Customer Security Assurance (CSA) team.
For more information, you can visit this link as well: https://internetsecurity.xfinity.com/help/report-abuse/.