Reply
Contributor
Posts: 16
Registered: ‎08-25-2005
Accepted Solution

Cannot access *.google.com, but other sites fine

Strange problem here, comcast phone support no help...

 

I am in Nashua, NH.  I can access most websites without difficulty.  (amazon, yahoo, comcast.net, etc).   However I cannot access any of the google sites.  This is a sudden/new problem.  Since the whole family uses gmail is really turning into a problem.   It started yesterday and is still an issue.  

 

I have power cycled everything.   I did a hard reset on my cable modem.  Went so far as to do a restore defaults on my router.   Actually tried three different routers (all working as of a couple days ago, one had been on a shelf), tried multiple computers (including a laptop that was in a bag when the trouble started), even my iPod touch is affected (so it isn't an issue with anti-virus software).   All configurations exhibit the same behavior.   I double checked the IP addresses I was getting from DNS against a friend who had access.  No issue there.   I can even see the problem when I run traceroute via my router diagnostics.  Traceroute to other sites such as yahoo work fine, here is what I get for google:

 

traceroute to www.l.google.com (72.14.204.103), 30 hops max, 40 byte packets
1 73.161.100.1 (73.161.100.1) 8.086 ms 7.198 ms 6.150 ms
2 ge-4-18-ur01.nashua.nh.boston.comcast.net (68.85.141.121) 7.982 ms 6.816 ms 6.462 ms
3 te-1-5-0-0-ar01.woburn.ma.boston.comcast.net (68.85.69.173) 10.765 ms 10.614 ms 10.367 ms
4 pos-0-1-0-0-ar01.needham.ma.boston.comcast.net (68.85.162.145) 9.389 ms 10.623 ms 10.313 ms
5 pos-2-3-0-0-cr01.newyork.ny.ibone.comcast.net (68.86.90.57) 18.414 ms 17.962 ms 16.298 ms
6 pos-0-1-0-0-pe01.111eighthave.ny.ibone.comcast.net (68.86.86.46) 18.247 ms 17.485 ms 34.669 ms
7 * * * Request timed out.
8 * * * Request timed out.

 

Always times out at the same point.

 

If I traceroute for yahoo I go through the same path including eighthave.ny.ibone.comcast.net, but it proceeds past there and makes it to yahoo, as you can see below:

 

traceroute to any-fp.wa1.b.yahoo.com (69.147.125.65), 30 hops max, 40 byte packets
1 73.161.100.1 (73.161.100.1) 6.559 ms 7.012 ms 6.363 ms
2 ge-4-18-ur01.nashua.nh.boston.comcast.net (68.85.141.121) 7.816 ms 7.307 ms 6.320 ms
3 te-1-5-0-0-ar01.woburn.ma.boston.comcast.net (68.85.69.173) 10.934 ms 10.602 ms 11.013 ms
4 pos-0-0-0-0-ar01.needham.ma.boston.comcast.net (68.85.162.141) 12.202 ms 9.468 ms 10.070 ms
5 pos-2-5-0-0-cr01.newyork.ny.ibone.comcast.net (68.86.90.65) 16.776 ms 17.011 ms 17.422 ms
6 pos-0-2-0-0-pe01.111eighthave.ny.ibone.comcast.net (68.86.86.74) 18.256 ms 17.480 ms 40.481 ms
7 Vlan551.icore1.NTO-NewYork.as6453.net (209.58.26.81) 30.315 ms 67.403 ms 26.752 ms
8 63.243.186.17 (63.243.186.17) 18.111 ms 16.954 ms 16.152 ms
9 63.243.186.30 (63.243.186.30) 23.965 ms 23.136 ms 24.400 ms
10 ix-14-2.core3.AEQ-Ashburn.as6453.net (63.243.149.110) 43.612 ms 23.674 ms 24.517 ms
11 ae-6.pat1.dcp.yahoo.com (216.115.102.174) 24.157 ms 23.216 ms 24.309 ms
12 ae2-p170.msr2.re1.yahoo.com (216.115.108.69) 39.234 ms ae1-p170.msr2.re1.yahoo.com (216.115.108.29) 24.211 ms ae2-p170.msr2.re1.yahoo.com (216.115.108.69) 22.971 ms
13 te-9-4.bas-a1.re1.yahoo.com (66.196.112.207) 24.432 ms 25.025 ms te-8-1.bas-a2.re1.yahoo.com (66.196.112.201) 23.957 ms
14 ir1.fp.vip.re1.yahoo.com (69.147.125.65) 23.741 ms 22.861 ms 24.401 ms
Trace complete

 

My router picked up the following settings automatically from comcast:

 

Domain name: hsd1.nh.comcast.net

IP address: 66.30.139.205

Subnet mask: 255.255.252.0

Default Gateway: 66.30.136.1

DNS 1: 68.87.71.230

DNS 2: 68.87.71.246

MTU:  1500

 

Any ideas?

 

Thanks,

 

-- Doug

Connection Expert
EG
Posts: 42,159
Registered: ‎12-24-2003

Re: Cannot access *.google.com, but other sites fine

Can you reach it using this web proxy ?

 

https://proxify.com/

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Yes, thanks.  I can access the proxy site, and thus can access google via them.

 

Not sure I trust them enough to login via their site, and obviously I still need direct access for IMAP etc....

 

At least I can easily use google search this way.

Silver Problem Solver
andyross
Posts: 3,468
Registered: ‎10-17-2003

Re: Cannot access *.google.com, but other sites fine

Is it working properly now? Google tends to route you to the nearest server, even if you use the same IP address. Where it was truely routing you may have been dead. It can sometimes take awhile to fix itself.

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Nope not yet.

Regular Problem Solver
jjv124
Posts: 549
Registered: ‎02-26-2009

Re: Cannot access *.google.com, but other sites fine

Can you force your router to use these DNS servers from comcast?  68.87.71.226, and 68.87.73.242

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Yes, but it didn't resolve the issue. 

 

I seem to get reasonable DNS lookups for www.google.com with either DNS server setting.  Google uses a pool of IP addresses.  I can't seem to connect with any of them.

 

The traceroute reproduces the same timeout even when I use IP addresses....

Regular Problem Solver
jjv124
Posts: 549
Registered: ‎02-26-2009

Re: Cannot access *.google.com, but other sites fine

[ Edited ]

So it's more of a network hop that's giving you problems.  I wonder what that first time out hop is for you there.

 

For me after the as15169-3.111eighthave.ny.ibone.comcast.net hop, the ip it returns is 72.14.238.232, now I take a bit different route to get there but not by much.  Can you ping that ip?

Connection Expert
EG
Posts: 42,159
Registered: ‎12-24-2003

Re: Cannot access *.google.com, but other sites fine

[ Edited ]

jjv124 wrote:

Can you force your router to use these DNS servers from comcast?  68.87.71.226, and 68.87.73.242


 

W.I.W., it didn't look like a "DNS" issue as the domain name had resolved into an IP address in the trace..

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

[ Edited ]

 


jjv124 wrote:
For me after the as15169-3.111eighthave.ny.ibone.comcast.net hop, the ip it returns is 72.14.238.232, now I take a bit different route to get there but not by much.  Can you ping that ip?

 

I'll try that address when I get home tonight.  Yesterday was busy so I didn't have a chance to check the forums.

 

 

Would you mind posting your full traceroute?   I'd be curious to know how many more hops are required and if I can get to any of them.

Regular Problem Solver
jjv124
Posts: 549
Registered: ‎02-26-2009

Re: Cannot access *.google.com, but other sites fine

Just remember mine's coming out of pa so you'll see some differences early on.

 

Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation.  All rights reserved.

C:\Users\desktoppc>tracert google.com

Tracing route to google.com [66.249.90.104]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2     *        *        *     Request timed out.
  3    10 ms     9 ms     8 ms  68.85.79.201
  4    10 ms    19 ms    10 ms  68.85.40.189
  5    11 ms    10 ms    11 ms  68.85.41.185
  6    21 ms    10 ms    10 ms  68.85.52.17
  7    10 ms    10 ms    11 ms  68.85.41.249
  8    11 ms    12 ms    11 ms  68.85.41.158
  9    15 ms    15 ms    15 ms  te-1-4-ar02.ivyland.pa.panjde.comcast.net [68.85
.158.190]
 10    30 ms    17 ms    15 ms  te-0-5-0-4-ar01.ivyland.pa.panjde.comcast.net [6
8.85.159.225]
 11    17 ms    15 ms    16 ms  68.85.192.190
 12    22 ms    19 ms    20 ms  pos-1-8-0-0-cr01.mclean.va.ibone.comcast.net [68
.86.90.9]
 13    21 ms    22 ms    22 ms  pos-0-10-0-0-cr01.newyork.ny.ibone.comcast.net [
68.86.85.10]
 14    23 ms    22 ms    22 ms  pos-0-1-0-0-pe01.111eighthave.ny.ibone.comcast.n
et [68.86.86.46]
 15    23 ms    22 ms    22 ms  as15169-3.111eighthave.ny.ibone.comcast.net [75.
149.230.194]
 16    25 ms    24 ms    22 ms  72.14.238.232
 17    28 ms    22 ms    22 ms  209.85.241.222
 18    23 ms    22 ms    22 ms  lga15s04-in-f104.1e100.net [66.249.90.104]

Trace complete.

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

No luck.   Cannot get past  *.111eighthave.ny.ibone.comcast.net  for any of these addresses.   I get various IPs for that hop, but can never see anything past it.  Can't get to any of the subsequent hosts on your traceroute...

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Still no connectivity to google, but I have some more information.

 

Thanks to an insecure wireless network at one of my neighbors I can confirm that the problem isn't hitting our entire street.   From their network I can make it to google.   Traceroute starts out the same but picks up a different servers in NY at 111eighthave.

 

... same...

pos-2-5-0-0-cr01.newyork.ny.ibone.comcast.net (68.86.90.65)   [still the same]

pos-0-3-0-0-pe01.111eighthave.ny.ibone.comcast.net (68.86.86.190)  [different]

as14169-3.111eighthave.ny.ibone.comcast.net (75.149.230.194)  [made it further...]

72.14.238.232

209.85.241.148

lga15s02-in-f104.1e100.net (66.249.91.104)

trace complete.

Regular Problem Solver
Posts: 790
Registered: ‎03-14-2005

Re: Cannot access *.google.com, but other sites fine

 


Pinball_Guy wrote:

Still no connectivity to google, but I have some more information.

 

Thanks to an insecure wireless network at one of my neighbors I can confirm that the problem isn't hitting our entire street.   From their network I can make it to google.   Traceroute starts out the same but picks up a different servers in NY at 111eighthave.

 


Your neighbor might be getting a public IP address that is radically different from yours. Check it at http://whatismyip.com .

 

 

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Still not working.  Spent another half hour on the phone w/ comcast.  Hopefully it will get passed up the chain this time....   They warned it could be another day or two before anyone gets back to me.

 

Unfortunately I think this sort of problem is just way beyond the average call center rep.  (No offense to anyone I wouldn't really expect anything different...  It just makes it a bit tough to work through the issue when the person on the other side doesn't know what traceroute is.)

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Not that I thought it would work, but I broke down and tried connecting a laptop directly to the cable modem.   Had to clone my MAC address, but I was able to get it connected.  Unfortunately as expected I still could not access google.   I ran a couple more trace routes, and had the same behavior as before.

Connection Expert
EG
Posts: 42,159
Registered: ‎12-24-2003

Re: Cannot access *.google.com, but other sites fine

F.Y.I., you need to powercycle the modem each and every time that you change the device that is being directly connected to it. MAC addy cloning shouldn't be necessary.

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

 


EG wrote:

F.Y.I., you need to powercycle the modem each and every time that you change the device that is being directly connected to it. MAC addy cloning shouldn't be necessary.


 

 

Makes sense.  Should have done that.    I've power cycled things so many times I guess I was getting lazy.  I wasn't sure if the MAC had to change or not so I was prepared to change that.  With that change I guess the cable modem couldn't tell the difference between the laptop and the router that had been there previously, hence it worked.

 

Either way it provides yet another argument that this isn't a router issue.

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Still wasn't working when I got home, but I finally managed to "fix" the issue.

 

I changed the MAC address I was using and this appears to have convinced comcast to give me a new IP address.   With this change I can *FINALLY* access google once again.   To bad I made the mistake of cloning it when I connected the laptop directly yesterday. 

 

Interestingly enough the new IP address is noticably different from my old one.  Perhaps more importantly a new default gateway was also assigned.   Now using 76.24.55.61 w/ default gateway 76.24.52.1. 

 

The traceroutes are still very similar to the old ones, but now it makes it past the server at 111eighthave...

 

Seems comcast probably still has something not working right, but it is no longer my problem...

Regular Problem Solver
jjv124
Posts: 549
Registered: ‎02-26-2009

Re: Cannot access *.google.com, but other sites fine

did it go from like a 2 digit starting on the ip to a 172 or somethign in the three digit range?  Glad it's working for you now though.

Connection Expert
EG
Posts: 42,159
Registered: ‎12-24-2003

Re: Cannot access *.google.com, but other sites fine

Glad you got it going. Different IP's from different subnets typically have different routing especially in the 'return path' with which a forward trace that you perform doesn't reveal. The issue may have actually lied in the return path.

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine


jjv124 wrote:

did it go from like a 2 digit starting on the ip to a 172 or somethign in the three digit range?  Glad it's working for you now though.


 

No.  IP:66.30.139.205, GW:66.30.136.1 ==> IP:76.24.55.61, GW:76.24.52.1

Contributor
Posts: 16
Registered: ‎08-25-2005

Re: Cannot access *.google.com, but other sites fine

Gotta love the call center...

 

I thought I should be polite and call in and let them know everything was working again since in theory the problem had been escalated and somebody would eventually be looking at it...

 

They couldn't find any report of an issue with my account!

New Visitor
gotnospice
Posts: 1
Registered: ‎07-10-2013

Re: Cannot access *.google.com, but other sites fine

Hello all,

 

I also have a customer with this exact issue. It seems to be a Comcast issue and seems to be a major security issue. But they claim it's a Google issue. I find it fairly hard to believe that Google is accidently redirecting to a yahoo.com page....

 

Here's info I was posting on another forum:

https://supportforums.cisco.com/message/3986203

Cable Expert
i-am-nerdburg
Posts: 11,146
Registered: ‎06-27-2009

Re: Cannot access *.google.com, but other sites fine


gotnospice wrote:

Hello all,

 

I also have a customer with this exact issue. It seems to be a Comcast issue and seems to be a major security issue. But they claim it's a Google issue. I find it fairly hard to believe that Google is accidently redirecting to a yahoo.com page....

 

Here's info I was posting on another forum:

https://supportforums.cisco.com/message/3986203


You are replying to a three year old topic.