Basic Internet Connectivity And Modem Help

[bonzi107]

"AN IMPORTANT MESSAGE FROM COMCAST

OOPS!!!  Xfinity has detected a problem!

We are unable to verify subscription to Xfinity Internet service for this IP address.  Please call Xfinity Customer Service at 855-460-9707 for assistance!

Unless verified within 10 business days, network access associated with this IP address will be terminated. 

Thank you for your prompt attention to this message!"

The above message started popping up this afternoon.  My dad contacted live chat two times with no luck on fixing this error message. Both people he chatted to confirmed that the IP address matched what was in the system. He also called customer support (not the above number) to confirm our Internet Charges was correct. No problem there.

Our modem is connected to our router. We see the above message pop up when in the Internet on all of our devices. We have also tried bypassing the router and having modem connected directly to the computer. We still seen the message pop up.

The second live chat person had done a system health check and found a problem that was corrected. But we are still seeing the above message and don't want to lose our network access.  Thanks.

[kevj]

When you say the message started 'popping up', was it a browser pop-up, or an email message. Either way, I'd like to guess that this is some form of phishing attempt....

I'll escalate this to the forum admins (Comcast employees) who may be able to verify if the phone number is a legit Comcast one.

[bonzi107]

The message is more a browser pop-up. It doesn't open up a new window, but pop-up in the current page your viewing. There is no way to close the message without waiting a few minutes for it to disappear. This message pops-up frequently so it's hard to view information on websites with it blocking the pages.

We have this message problem on all our devices; 2 desktops, 2 laptops, and 3 smartphones (connected through our wifi). I reset our router back to factory settings and set up our security again but we are still seeing the message everytime we access the Internet. The computers all has antivirus software running and we haven't got any warning about a virus.

I'll try running our antivirus and malware software more throughly and post back here with my results.

[topdogswmiDenni]

I've been getting the same popup since 6/12/12.  It is also keeping my TIVO from connecting to the internet.  If I reboot my modem, I will be hassel free for about 5 minutes.  During this time period TIVO connect fine.

HELP!!!!

[topdogswmiDenni]

I have a screen shot of the message, but I don't think I can upload it to this forum.

[cmarie413]

I saw this pop-up for the first time today. It's exactly the same as the original poster's but with a different phone number: 855-320-9706. Unfortunately, I did call the number and they asked for the phone number associated with my account and what state I was in. Then the person I spoke to said it was a mistake and that she'd get the pop up removed. I then called Comcast's 800 # and both people I spoke with said it didn't sound familiar. The pop-up seems to be gone, but I'm concerned. Not really sure what to do at this point. 

[Barmar]

What's your DNS server IP?

[Hewelzmunn]

I was getting this error message as well as of 6/15. I called my normal Comcast number and they readded and reset my modem and the error has gone away for now. I doubt this has resolved the issue so I'm going to call the number listed today, hopefully I'll get a decent answer and if I do I'll post it.

I'm not the original poster, but I use Comcast's default DNS servers.

[DrivesLikeJehu]

As with others on this thread, I too was plagued by the "OOPS! Xfinity has detected a problem" pop-up that gets in the way and has no close button. It's part of a very sophisticated phishing scam. Fortunately, when I called the number, I listened to their pitch, didn't give them any credit card info, and so forth. Told them I would call back another time. Since that call, though, Comcast offered to put another PIN on my account so that if I call in or do any account maintenance online, I'll have to give them one more number to get through than what is typical protocol.

This pop-up was detected by my Kaspersky anti-virus program when I ran a full, deep scan. As a result of the scan, I was advised to delete the Trojan program Exploit.Java.CVE-2010-0094.z    C:\Users\[username]\AppData\LocalLow\Sun\Java\Deployment\cache\6.0\60\e8267fc-1208dde5/CustomClass.class. I deleted it, restarted my browser, and no more annoying pop-up, at least not for the past 15 minutes.

I hope Comcast is reading this board; no billing or technical people I talked with was able to come up with a solution.

[ZippyMenon]

I got this message for Last Two days, I called first the 855-320-9706 they addressed themselves as 'Market Link'  requested for all my personal information including SSN. I refused the lady on the other nd became very rude, before she can abuse me I hangup.

I called comcast, they have no knowledge of the this message and my account is in good standing, they don't know where this message comes from. They said they are going to send a reset signal.

Now it seems to be fine. I don't see any message. Not sure where this message came from.

Hope somebody from Comcast can explain.

Zippy

[KYL]

Call the help number and verify the modem you have is listed onto your account and make sure your MAC address is correct. There was a new walledgarden that was released this week to verify modems were linked to the proper accounts.

[bonzi107]

Unfortunately, I did a deep virus scan and my antivirus program didn't find anything. I will definitely look for that Trojan program on all our computers.  I had a feeling that it was using Java some how as we found out that we could get rid of the message by upping our Security settings and disabling Java on our Smartphones (we mainly connect them through our home network). The draw back to that is you can not view certain images or log in to certain sites that require it.

For us the problem disappeared Friday afternoon on it's own and haven't seen it since.  But my sister seen on other forums that people who had similar messages seen them go away for awhile and come back. So, I'll check out the Trojan thing.

[shyde]

Having the same problem, and started a thread on the Security Forum.  Here's a screen shot:

http://i1159.photobucket.com/albums/p635/cyclespeeed/NewPicture3.png

[EG]

See message # 11 by KYL.

[topdogswmiDenni]

If a new WalledGarden is true, why doesn't regular tech support know about it?

[cmarie413]

Did Comcast release the walled garden? Was the pop-up actually from Comcast/Xfinity and not a scam?

[cevenb]

I also received the same message but with a different phone number, 855.320.9706. I finally got through Comcast Security and they are working on it.

I was able to send them a picture of my laptop desk top at the time of the pop-up and was told that helped. I gave the name of the person who answered the phone when I called: Corry Green from Market Link, who was in the mid-west, just an hour behind us. Very friendly and engaging. Kept telling me that if I called Comcast they would just send me back to him.

 We were hit on 4 different computers in the same house; our home desk top PC, a work laptop, Mac laptop and an ITouch. I am very upset by this and thought I was protected. They came through the modum and/or router.

I hope to hear back from Comcast security so that I am better informed for the future.

[TheHornet]

Hi all,

yestarday I had the same message. It is very strange, I have 3 Linux machines ( Ubuntu 10.04 ) and 3 Windows machines ( WinXP and Win7 ), an Asus tablet ( Android OS ) and Nokia cell phone ( Symbian OS ). This message appear on all of them which is almost impossible the virus or what it is to be simultaneously on totaly different kind of OS. My connection to Comcast is Motorola cable modem plus wireless WRT54GL router, then is my local mixed Lin/Win network.

I checked DNS address of the router and it was strange: 75.75.75.75, then I found which is an original Comcast DNS address and set up it manually, but this does not help. I found one unlocked wireless network in my area and only for test I made a connection to it and everything was fine. This means that the problem is not in my machines. It seems to be that network traffic from my Comcast cable modem is directed to another node which stay between me and Comcast.

Finaly I tried to disable Java script and the message disappear, but this limit the functionality of the web pages. On Linux machines I'm using Opera and FireFox, on WinXP machine Opera, on Win7 Microsoft Internet Explorer. It is strange that Microsoft Internet Explorer is not affected and in same time on Win7 Opera browser is affected. Linux don't have antivirus, Windows have Avira Personal Edition.

I have no idea what is going on. Today after work will call Comcast support center. 

[EG]

Tell them to roll and reprovision (APT push) the modem.

[ComcastVic]

bonzi107-

I've sent this information over to our security team to analyze it.

[topdogswmiDenni]

Has anyone had this problem resolved? 

I've been on the phone with tech support 6 times over the last 7 days without solving the problem.  They all say they've never heard of the problem, which I'm beginning to finding hard to believe.  I'm also starting to wonder if there's something Comcast is not telling us with what's really going on.

[Jimr422]

I've had this same problem for over a week now. Pops up on my desktop, laptop and phone. First time I called comcast they tried to pitch us on their IT service, which really ticked me off. Trying to sell me a service that is being caused outside my system. I ran Norton...Nothing. Kaspersky....Nothing. I bought I new pc 2 days ago, and BAM. first time opening internet the message was there. Second time I called I got the typical "reset the modem" routine. Funny I didn't think of that. I've only reset the modem 47 times this week. This is getting real old quick.

[topdogswmiDenni]

I've reset mine at least that many times.  When reset, I get 5 minutes of unemcombered internet time in which I can conect my TIVO to the internet.  Once the popup returns,  TIVO won't connect.

[Jimr422]

Ok all. I think I got this straight. After trying everything in the book. I gave Comcast a call one more time. When I spoke to the IT guy, I stated the problem I had, All the steps I'd taken, and no success. I asked if he could reset my IP. I disconnected from the router and hardwired straight to the modem. Modem was reset and IP changed. It's been about a half hour and NO pop up...knock on wood. This company has to have a list of Comcast modems or something, because there was no trace of anything on my pc. It had to be coming from the source. Anyway if you hear from me again, you know it came back, but so far, so good.

[ames922]

I too am having the dread box popups. There is one in my way right now! I also got a phone call last week in which a man left a message stating the same info as others have said above. I called the number back and it was also a recording stating it was Market Link, an authorized vendor of Comcast. I called Comcast tonight and the guy had no knowledge of the issue...he mentioned nothing of resetting my IP and tried putting me through to Norton claiming they could help me. After waiting for 20 minutes, I hung up. I do not have either Norton or Constant Guard. Why is this issue continuing to be ignored? When will Comcast acknowledge the problem and try to get to the bottom of it? What concerns me the most is whoever or whatever this is was able to both put some strange box on my computer AND get my phone number!

[Jimr422]

Well, I'm back. I've had it. I think first thing tomorrow, I'm gonna have a little chat with Marketlink and tear into a few people. Second, I think I'll be cancelling my service with Comcast. I can't justify paying hundreds of dollars a month to a company that would associate themselves with such a sleazy company. This is outright harrassment by a "vendor" of Comcast. FIOS here I come.

[kennyk94]

Hope this helps as a temporary fix. Looks like it is an issue with http port 80 only. https on port 443 does not receive the "box". To test, bring up http://google.com and you should see the box. Open a new tab and bring up https://google.com, no box. Try the following - On IE, Tools > Internet Options > Security (tab) > Internet > Set the slider to the max level. ...Then on the Privacy tab, set the slider to at least "High" and make sure the three boxes at the bottom are checked. (Popup blocker, Location, InPrivate). Also a good idea, download CCleaner, run the "Cleaner" and "Registry" scans and let it delete anything it finds. Run any Windows Updates that you've been avoiding for the past few months. Make sure some kind of Firewall is running on your PC. (windows firewall or some third party) Make sure your anti virus program has the latest updates. (you can full scan if you'd like, don't think you'll find anything, but It can't hurt to do a scan.) Restart the browser and you should be good. Not sure how long this fix will last, but so far 30 minutes free of the box.

[kennyk94]

Also, I may as well bring up another point. It seems strange to have a comcast DHCP server hand out a 255.255.255.0 subnet. I understand this certainly could be legit, and could work 100% fine if that's the way it is provisioned.. But seemed worth saying out loud that I've never seen that before.

Curious, don't post your actual IP info, but is everyone else on a basic subnet like that? I have mulitple Comcast Business acounts, some in the same town, and they are getting 255.255.254.0 or 252.0.. and no "box".

More curious, I don't have a Comcast provided modem/router. I use a plain old Cable Modem attached to a Cisco Firewall.. anyone else with this issue using there own modem?

[TheHornet]

Hi,

last night approximately at 6:00 PM this pop up message suddenly disappear , 13 hours later still have no message. I'm using Ubuntu 10.04 LTS with Opera 12 , I did not test other computers.

[Jake156]

I'm getting the same popup on all my systems - Windows, Linux, smartphones, Mac.

If I put my smartphones on 3G, I no longer get the popup, so it is definitely coming from Comcast somehow.

I asked a support rep to roll & reprovision my cable modem last night, as was suggested earlier in this thread, but that did not help.

This is extremely frustrating. I will place another call with Comcast this morning.

[kennyk94]

Here is what I found so far -

View source code on google.com with three different scenarios (all the same PC) -

1. Normal internet browser settings (when we get the "box") .. Google has about 200 lines of code.

2. High browser security settings (disabling Javascript, no box) - 92 lines of code

3. Verizon 3g modem with normal browser settings (no box) - 92 lines of code.

This applies to all websites. It seems that 100 lines or so of a Comcast Javascript code is being thrown at the bottom of every website.

Looking into the first line of code "var SYS_URL=...." I Google the string and find this site - http://www.scribd.com/thalap_1/d/75620499-Dnd-Script ... Looks familiar.

I did a packet capture on the WAN as well, didn't see anything (but there was a lot to look at).

As I posted earlier the cheap fix is to increase your browser security settings for now. But this still doesn't work as an answer for me, since most sites require JavaScript to be enabled.

[ComcastVic]

To all getting this pop up, please call the number that comes up on screen. Our local teams are aware of this issue.

[EG]

Thanks for the "official" response CC Vic !

[shyde]

RE: "To all getting this pop up, please call the number that comes up on screen. Our local teams are aware of this issue."  That is NOT the experience we have had with calling the number on the popup screen!!  Try it yourself and let us know how it goes.

[shyde]

Thanks to another message board we called Comcast Security (CS) today (NOT the number the popup) and they resolved the problem (three prior calls to Customer Service were a waste of time, as were calls to the number on the popup!). 

CS confirmed that Comcast sent and caused the popup to appear on all of our PC and phones. They send the popup notice to accounts they believe are past due or are illegally receiving Comcast internet service.  We fit neither category so CS contacted "the department" responsible for sending the popup notice and had it stopped/turned off (although they said it could return - great!).  

We are now popup free!

[shyde]

Thanks to another message board we called Comcast Security (CS) today (NOT the number the popup) and they resolved the problem (three prior calls to Customer Service were a waste of time, as were calls to the number on the popup!). 

CS confirmed that Comcast sent and caused the popup to appear on all of our PC and phones. They send the popup notice to accounts they believe are past due or are illegally receiving Comcast internet service.  We fit neither category so CS contacted "the department" responsible for sending the popup notice and had it stopped/turned off (although they said it could return - great!).  

We are now popup free!

[kennyk94]

I also just got off with Comcast Security (888-565-4329 for those wondering). I moved last year to a new house, they had my modem's MAC tied to both locations. Deleted the old and now I'm box free.

[BruceW]

---

ComcastVic wrote: To all getting this pop up, please call the number that comes up on screen. ...

---

Really? The "powers that be" think it's a good idea to encourage customers to call whatever phone numbers random pop-ups tell them to call, even if those numbers can't be verified as belonging to Comcast? You don't see a certain amount of risk in that approach?

[ames922]

Agreed! I'm so confused by all of this....

[pmaga]

I'm likely going to AT&T Uverse before the end of the month. This is totally unacceptable. It's a shame. I have been a loyal and happy Comcast high speed internet customer for 5 years and their service has been virtually flawless at two residences until this fiasco. I recommended Comcast to two people just this week. Now this.

I called customer service and after navigating the prompts the system dumped me due to high call volume.

Absolutely unacceptable.

Edited to add: I sure would not want to be a Comcast customer service rep this week... and I definitely would not want to be the one who fields my call when I finally get through.

[topdogswmiDenni]

This morning, magically, the popup has gone away after 8 days and 7 calls to tech support. 

Now to find out that it was a legitimate message. Why didn't tech support know anything about it? 

Come on Comcast, you throw up a message on the screen with a phone number that answers “Market Link” and you don’t inform your own people! 

Did you really not think that most people would not consider this to be a scam and call Comcast direct?

Also, two of the tech support people said they would call me back and they NEVER did.

This is totally unacceptable.  SHAME ON YOU !!!

I want an apology and a refund for this month's bill.

[LCDLCD83]

We started getting this problem a week ago and my wife called the number.
She didn't give them any account info because the guy on the phone seemed sketchy
but without any account info he said we have a bundled plan that did not actually include internet service.
We have had the plan for about 18 months and the guy was really pressuring my wife
to sign up for a new plan for $40 more per month so she hung up. I chatted with two
different comcast technicians who said our account is in good standing and that they
have not heard of this issue. Finally, I called Comcast Security and they were able
to verify that this popup is legit. This seems like a very unprofessional way for comcast
to handle a mistake they made. They should honor the plan or at least reach out to these
customers in a more professional manner. I will be taking my business elsewhere.

[pmaga]

Sorry for the last post but I works nights and have been stewing about this all night and I was pretty steamed. I just spoke to Danielle at Markety Link. She collected my name, phone number and address and explained that there was a billing problem at Comcast and some HSI customers were not being billed. She stepped away and confirmed that my account is being billed properly and said she would submit the necessary authorization to have the popup disabled. She said this could take anywhere from one hour to 24 hours.

We shall see. I will report back

[Flizzzipper]

I just started getting this message as well. I called the number that pops up and also spoke to Danielle at Market Link. It actually turns out that I was getting Internet for free for the past year, since I moved. I verifyed this on my bill. Dang! The first question she asked me when I called was if I was calling about a pop up from Comcast so they are on the ball with the situation it seems. She was nice and helpful and got me straightned out, although for the worst in my case.

[ames922]

I finally got to the bottom of this problem as well. Called the number on the pop-up and spoke to a man. He said I had not been paying for internet ever since I moved (I honestly never even look at my bill, but now that I have looked back at them all, he is right!). He said that Market Link was HIRED by Comcast to do some auditing and they discovered all of these people who were not paying for internet. I asked why in God's name Comcast acts as if they have no clue what is going on and he said "no comment ma'am". He offered me a promotion of internet for $19.99 for 6months. I will be moving out of my current place in a month and will not be choosing Comcast again, so at least I only have to pay $20 bucks out of this whole ordeal....

I can't believe Comcast only helped us to believe it was a scam when it really was legit all along!

[pmaga]

I read my bills (and pay them on time) and I have been properly billed for HSI and have been paying for it for years. Still getting the freaking popup at 6pm. I had to wait for it to go away just to post this reply. This "witch hunt" really sucks. Even if they get this sorted out and remove the popup Comcast just lost a devoted word-of-mouth customer. I will never again recommend their products or services.

Edited to add: I sure wish someone would post the contact number for Comcast Security here for the benefit of those of us who have been unfairly targeted and are struggling with this.

[pmaga]

"I can't believe Comcast only helped us to believe it was a scam when it really was legit all along!"

I think it's more accurate to say it was a popup that was offcially authorized by Comcast. To use the word legitimate is inaccurate in my case. I personally have no problem with Comcast busting people who are not paying. I read my bills when they arrive. Ignorance is no excuse. I'm guessing that many of the people who are getting snared by this activity knew they were not being charged.

I am very glad my company does not engage in this sort of activity (targeting customers like myself who are not at fault). We'd go out of business. The only thing that keeps Comcast afloat is the monopolistic nature of cable services. I'd be ashamed to say I work for Comcast if I was one of their employees.

7:50pm. Still getting the popup. Still being unfairly penalized for the sins of others.

[Jimr422]

I am at my wit's end. According to Marketlink, My account is in good standing and by 9AM, this morning, the box was supposed to be gone. Here it is 3am the following day, and t box is still here. I spent a few hours on several calls throughout the day, and chewed some people out. i got a few I'm sorries and passed the buck. I called both Comcast and Marketlink and apparently they play the blame game. I got to the point at around 9:30 last night when I lost my cool and called to cancel my service. When the assoc answered I explained that I really didn't want to cancel my service, but, at this point, I don't think I have a choice. I went through the entire story...(for the 25,000th time this week. and this snot-nosed little punk just said "Sir. I don't know what you want me to do, I'm not IT. If you want to cancel you're service, that's up to you. Thankfully his sup was more accommadating and is trying to get to the bottom of this. I just don't know if it's enough at this point. I've dealt with the occational outages, never called to complain that I wanted to be reembursed, but this is just rediculous. I call because of this problem and I feel like Comcast feels like their customers are a problem. I'm just so angry I'm speechless at this point. This may have class action written all over it.

[pmaga]

The popups ceased at approximately 10pm last night - over 12 hours after my call to Market Link.

Interesting business model in play here: "Let's randomly single out good customers and harass them." At least they won't have to worry about many other companies ripping off their strategy. No explanations. No apology. Unbelievable.

Any business owner understands the value of word-of-mouth advertising. I was a cheerleader for Comcast until this. Never again will I recommend this company and anyone who asks will hear my Market Link story.

[cevenb]

I have been at this since last Friday with no help from Comcast security, help desk or tech. This over the top for a good paying customer who has 2 accounts with Comcast. I want a credit for this , no I demand a credit! I am currently typing this with the pop-up in front of me and I am not sure if I am typing correctly..

I am so upset, angry! How does this happen? How can they (Comcast) take control of my internet?

If I wasn't paying my electric bill the electric company would have notified me and I would have to prove that I paid the bill. Here I can not prove anything because there is no company that will take responsiblity for this. All I get is that it is out of their (Comcast) hands! What a way to run a company! I have posted this on Facebook. I will let anyone who wants to listen know how I was handled by Comcast and Market Link.

Oh and if Comcast takes this post down; it will only prove they don't care about the paying customer. They took down the part of this with the pop-up. I guess it was too big.

[cevenb]

It has been 24 hours and no Pop-Ups! It took so many people to look into this and everyone could not believe the pop-up was still there after all they did! I wasn't going crazy! It even went on my IPhone! That would be 5 computers that had the pop-up in my house! 

The last person that I have a name is Victoria from Market Link. She did not know why we were still having the pop-up but she did stay with me and walk me through many different ways to clean out the browser, cookies, etc. Nothing worked. She asked if she could change my router IP address and I would not allow that this time. I just installed a new router less then an hour earlier. 

Victoria finally asked for my IP address and her IT people felt some how the pop-up became inbedded into my IP address. WOW! 

As I stated before; I am amazed how this could happen in the first place and how one hand did not know what the other hand was doing! 

All is well at this hour with all of the computers in the house and I hope it stays that way. I am still looking into a credit from Comcast but I have to let the anger go away first.

Good luck to all if you get the pop-up.