Unable to access my businesses website from Comcast

I can access our website leaguecitystorage.com from my phone, and from Frontier internet, but when I try at work or at another location with Comcast to access it, there is no connection to it. It times out, the specific error is ERR_CONNECTION_TIMED_OUT

When I run a tracert, it gets to Comcast, then stops on the 4th hop.

Tracing route to leaguecitystorage.com [66.96.149.32]
over a maximum of 30 hops:

1 1 ms 2 ms 1 ms 10.1.10.1
2 15 ms 15 ms 15 ms 100.93.219.67
3 24 ms 27 ms 15 ms po-303-316-rur202.lamarque.tx.houston.comcast.net [69.139.209.109]

4 * * *

until 30 tries and it times out.

This also does it from a second location on the Alvin servers, which likely means all of our customers using Comcast are unable to access our website.

Responses

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user_604d2d

New Contributor

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4 Messages

1 year ago

Also worth noting, our other website hosted by the same company is accessible from Comcast, so it doesn't appear to have anything to do with hosting.

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Comcast_Katie

Official Employee

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34 Messages

1 year ago

Hello @user_604d2d We want to ensure that you are your customers can access your website without any issues! I am currently connected to an Xfinity connection and was able to load the site on my end, so I'd like to rule some things out to see what is causing the hiccup. Do you use our Security Edge services? If so, have you checked your block and allow list to ensure your site is not showing listed there?

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user_604d2d

New Contributor

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4 Messages

@Comcast_Katie We don't use the block and allow list, and even if we did, I tried to access the website from two different locations one of which is comcast business, the other is just a regular xfinity home account, and they aren't on a combined account or anything.

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1 year ago

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user_604d2d

New Contributor

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4 Messages

Our business account is located in Dickinson, the other location I tried is located in Friendswood, and they go through two separate routings, as above our Dickinson business location goes through LaMarque, and the home in Friendswood goes through Alvin.

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1 year ago

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Comcast_Katie

Official Employee

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34 Messages

I appreciate the update and additional insight @user_604d2d. We may need to open up a ticket to have your site reviewed to ensure there are no blocks on our end. Can you send Comcast Business a direct message with your full name, address, and phone number on your account so we can get that process started? To do this, just hit the chat icon in the top right-hand corner of the screen, click "new message", type "Comcast Business" and select that profile to send us a message directly.

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1 year ago