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Hi all,

I purchased a Surfboard G20 to utilize DOCSIS 3.1 from Xfinity, but it’s been nothing but headache so far. After connecting it and activating via the Xfinity App, I’m only able to access specific URLs. Notably, any Google domain (like Youtube or Gmail) as well as wikipedia. No other websites will load at all. I called Arris support and they said it was corrupted firmware and had me exchange the modem/router at the place I purchased it. I did so, and the replacement has the same exact behavior. I spent 4 hours on Xfinitys tech support chat, and they have no idea what the cause could be. I suspect it’s some kind of DNS problem, but I’m not savvy enough to be able to isolate it further. A windows 10, Linux, Android, and ChromeOS device all share this behavior so I’m absolutely sure it’s not specific to any device. If it helps, here’s the output of an ipconfig:

Ethernet adapter Ethernet:                                                                                                                                                                                                                         Connection-specific DNS Suffix  . :                                                                                     IPv6 Address. . . . . . . . . . . : 2601:1c2:c103:ee80::d1b6                                                            IPv6 Address. . . . . . . . . . . : 2601:1c2:c103:ee80:46de:4b6d:201c:eea7                                              Temporary IPv6 Address. . . . . . : 2601:1c2:c103:ee80:5820:dee2:343e:4081                                              Link-local IPv6 Address . . . . . : fe80::b0b0:61f5:5947:e106%5                                                         Autoconfiguration IPv4 Address. . : 169.254.155.110                                                                     Subnet Mask . . . . . . . . . . . : 255.255.0.0                                                                         Default Gateway . . . . . . . . . : fe80::8e76:3fff:fea1:f18a%5

As a final note, the default IP to access the admin control panel of “192.168.0.1” does NOT work, and I have to enter the default gateway as “https://tfe80::8e76:3fff:fea1:f18a]” instead. Otherwise, all admin controls work as expected and have been left at the default after multiple factory resets.

Hey, it’s me again. After a quick nap and some more digging through these threads I made a bit of progress. I have two ethernet connected devices (one windows 10, one Linux Mint) working. Here’s steps for any unfortunate souls who find themselves in this position going forward.
 

  1. From the router configuration page (using the ipv6 default gateway) and navigate to Gateway > Connection > Local IP Network > IPv6 and disable the DNS Relay (idk if this matters but it was a thing I changed). While you’re there ensure the DNS is set to “Obtained Automatically”
  2. Navigate to Gateway > Connection > Local IP Network > IPv4 and again disable the relay and set it to obtain DNS automatically.
  3. In Windows, open Control Panel, then Network and Sharing Center > Change adapter settings > Right click the network adapter (in my case Ethernet Network 3) > Properties > select Internet Protocol Version 4 > Properties. In this window, manually set the IP,  Subnet, and default gateway to match the values found in the gateway Connection > Status screen. Also set the DNS server to the google provided 8.8.8.8 and 8.8.4.4.

So it seems like the gateway isn’t communicating to devices correct information about how to connect via IPv4? I would still very much like to fix the root cause of this because manually configuring each device is REALLY annoying.

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