Support NeoGAF

[bomblord1]

What options do I have here? We called PlayStation Support they told us they couldn't do anything.

We called Comcast and after talking to 4 different people and even after escalation they didn't understand what I meant when I said "I need you to renew/change/refresh my public IP address" (tried to word it several different ways) please don't get me started on that it was awful awful awful. The person who came the closest to understanding what I was asking for told me "Changing Static IP is only available to business customer"

What I have done.
Called PlayStation Support (the account was fine)
Called Comcast
Unplugged my modem for 10-15 minutes
Reset the Modem 4+ different times
Attempted a forced IP release and renew from my modem
Reset the PS4 multiple times
Waited several days to see if it would get a new IP on its own
Changed my modems MAC address under advanced options in hopes they would assign a new IP to it (this was kind of a last resort thing)

My public IP is still the same (verified after each attempt using "what is my IP")

I've seen this on gaf before sadly the old thread didn't help me. Please something anything is there any kind of solution here I'm honestly getting a bit desperate?

 

[Deku Tree]

Do you have any options to choose a different ISP? FIOS?

 

[bomblord1]

Do you have any options to choose a different ISP? FIOS?

I'm on an almost brand new contract for 1 year so it's not really an option and their cheapest package (I'm paying $20 a month) is 2.5x the speed of the most expensive package of the closest competitor in the area.

And it's absolutely insane to think I would have to switch ISP's to fix a PSN issue lmao.

 

[Wolf Akela]

VPN might be an option, but that situation is still shitty.

 

[Guardian Monkey]

Why did you get banned? If Comcast doesn't change ips how did this happen?

 

[Rellik]

This guy had the same problem: http://m.neogaf.com/showthread.php?t=1239558

Not sure if he got it fixed and he's banned now, but worth a look.


Edit: oops I should have read your whole OP before posting this

 

[kaiyo]

Do you have a separate router?

 

[Voidance]

I had the same issue a few months ago. I resolved it on my own by resetting my router to factory default and setting it up new. Your experience may vary, but it was literally the last thing I could try as Comcast and Sony support was useless (as you found).

 

[bomblord1]

Do you have a separate router?

Nope only thing I have is my Modem/Router Combo

Why did you get banned? If Comcast doesn't change ips how did this happen?

How? Idk the actual account on the PS4 is in good standing (verified by a call to PSN). Only thing I can think of is that they assigned our Modem a new IP during a standard refresh/renew cycle a few days ago and we somehow managed to get one that had been previously banned.

 

[n0razi]

Im on TWC and my ip automatically changes/renews every few weeks.

 

[kaiyo]

Nope only thing I have is my Modem/Router Combo

Maybe try leaving it unplugged overnight + workday

 

[Vincent Alexander]

What options do I have here? We called PlayStation Support they told us they couldn't do anything.

We called Comcast and after talking to 4 different people and even after escalation they didn't understand what I meant when I said "I need you to renew/change/refresh my public IP address" (tried to word it several different ways) please don't get me started on that it was awful awful awful. The person who came the closest to understanding what I was asking for told me "Changing Static IP is only available to business customer"

What I have done.
Called PlayStation Support (the account was fine)
Called Comcast
Unplugged my modem for 10-15 minutes
Reset the Modem 4+ different times
Attempted a forced IP release and renew from my modem
Reset the PS4 multiple times
Waited several days to see if it would get a new IP on its own
Changed my modems MAC address under advanced options (this was kind of a last resort thing)

My public IP is still the same (verified after each attempt using "what is my IP")

I've seen this on gaf before sadly the old thread didn't help me. Please something anything is there any kind of solution here I'm honestly getting a bit desperate?

This might not be much help, but I run a technical support department for an ISP, and I'd recommend that if the front-line group doesn't understand what you want that you then request a ticket be escalated to higher group/Network Center. Or ask to speak to a supervisor next time you call in. I work for a different ISP than yours, but in our system we have a button available to agents that is super easy to get to---"Release IP." Then your modem grabs a new IP. I'd imagine most ISPs have to have an option of some sort like this.

Im on TWC and my ip automatically changes/renews every few weeks.

This too. Though you probably don't want to wait. I'd call again.

 

[Maiorum]

Not much you can do about it. If you've got a static IP, you might get lucky and get unbanned randomly, but it could always come back. That's been the situation for me for the last 10 months or so- I'd get IP banned for long stretches, unbanned for a couple of days, then banned again. About 3 months in, I finally got a cheap router, flashed it with DD-WRT and set up a VPN. It's not ideal, but my MP matches are fine 90% of the time.

Of course, if you've got a dynamic IP, it's just a question of waiting until you're allocated an unbanned IP.

 

[OmegaFax]

If you have a Comcast modem/wireless router combo, you can set it to bridge mode. It'll turn off the router functionality and act as a regular modem. You'll get a different IP from a different range. You have to have another wireless router lying around unless you plan on directly connecting your PS4 to it via ethernet. It will solve your IP ban problem.

 

[The Argus]

I remember reading a topic about this earlier this month. First people need to understand that setting a static IP in your local network (LAN) is a whole lot different than having a static IP for outbound wide area network/internet (WAN). The reason business class accounts are so much more expensive is primarily because you receive a set or range of static IPs that your network will always use. This is helpful for business class firewalls (like Sonicwalls), utilities like self hosted FTPs, timesheet utilities, cloud services etc, because they're explicitly told what to talk to.

Either OP was up to no good and got IP banned or there's an issue within Sony's side. Haven't seen it yet in this topic, but cresting a DHCP entry in your router and setting your PS4 to a static 192.168.11.# (or 10.10 whatever is default by your router)won't work.

 

[Laughing Banana]

Nothing that you can do but to wait, I am afraid.

The longest I've ever had this stupidity inflicted upon me was 6 days, before it's restored to normal.

And many, Sony fanboys I would presume, were openly mocking me stating that it's my Internet and not the fault of their dearest Sony... fuck off.

 

[bomblord1]

This might not be much help, but I run a technical support department for an ISP, and I'd recommend if the front-line group doesn't understand that you request a ticket be escalated to higher group/Network Center or ask to speak to a supervisor next time you call in.

I wish it was that easy. This is the conversation from Tier 2 (paraphrased).

me: "If you can't help me could you escalate me to someone above you?"

them: "I can escalate you to another department but they will tell you the same thing"

me: "I don't think you quite understand what I am saying if I could just get to someone who works more on a system level I think they would be able to help me"

them: "I've already asked my supervisor and they told me that public IP addresses are only available to business customers regular customers do not have public IP addresses."

And it basically went in circles until I got frustrated said thank you for your attempted help and hung up

 

[Justinh]

Not much you can do about it. If you've got a static IP, you might get lucky and get unbanned randomly, but it could always come back. That's been the situation for me for the last 10 months or so- I'd get IP banned for long stretches, unbanned for a couple of days, then banned again.

Wow, this seems like a load of horseshit (not your story, that this happens in the first place).

Really think it sucks that people have to jump through hoops to use a service that for which they paid to use.

 

[HardRojo]

I had this issue before, the problem is most definitely on your ISP's end. I kept calling them and they said they couldn't do anything, so I purposefully didn't pay my Internet bill until they cut my service off, the I paid and when my service was restored I could access PSN normally. I hope I don't get this issue again, it was really annoying.

 

[The Argus]

I had this issue before, the problem is most definitely on your ISP's end. I kept calling them and they said they couldn't do anything, so I purposefully didn't pay my Internet bill until they cut my service off, the I paid and when my service was restored I could access PSN normally. I hope I don't get this issue again, it was really annoying.

This is also a solid way to ruin your credit score.

 

[Maiorum]

Wow, this seems like a load of horseshit (not your account, that this happens in the first place).

Yeeep. It's completely bullshit, and this whole episode has done a great job pushing me away from my PS4 and towards PC gaming.

 

[Vincent Alexander]

I wish it was that easy. This is the conversation from Tier 2 (paraphrased).

me: "If you can't help me could you escalate me to someone above you?"

them: "I can escalate you to another department but they will tell you the same thing"

me: "I don't think you quite understand what I am saying if I could just get to someone more on a system level I think they would be able to help me"

them: "I've already asked my supervisor and they told me that changing public IP addresses is only available to business customers regular customers do not have public IP addresses."

And it basically went in circles until I got frustrated said thank you for your attempted help and hung up

Blah. That is crummy. Call in, and this time ask for a supervisor immediately. Then try your luck with them. I only say this because I've had (1) terrible agents work for me who are lazy and don't want to deal with escalating an issue to a supervisor and also I've had (2) bad supervisors who make their agents afraid to escalate to them for fear of being reprimanded for "not being able to handle the issue." In case either of these are happening, just push and get to that supervisor. I've heard "...but they will tell you the same thing" so many times within my own group it makes me want to pull my hair out. It's an annoying deflection at times.

Also, they might think you are asking to change your IP as in "give me this specific IP" or something, which as they said generally is an extra charge and is mostly used by businesses.

 

[Devilgunman]

Not much you can do about it. If you've got a static IP, you might get lucky and get unbanned randomly, but it could always come back. That's been the situation for me for the last 10 months or so- I'd get IP banned for long stretches, unbanned for a couple of days, then banned again. About 3 months in, I finally got a cheap router, flashed it with DD-WRT and set up a VPN. It's not ideal, but my MP matches are fine 90% of the time.

Of course, if you've got a dynamic IP, it's just a question of waiting until you're allocated an unbanned IP.

Yup, I can confirm this. My static IP sometime got unbanned by itself. When I use dynamic IP, the only way to fix this is to reset my router. It works 70% of the time. If it doesn't then I need to wait a few hours or days to try it again.

I'm surprised that the media don't make a big deal out of this problem. It's very shitty this happens to the paid subscription service and we can't do anything about it.

 

[HardRojo]

This is also a solid way to ruin your credit score.

Yeah, I know the implications but I only let it slide that one time, so it's not really a suggestion but I was really frustrated at how no one seemed to be able to help. Also, I've been using several services from the same company for quite a while (Cable, Internet, cell phone, land line) so I doubt they minded me being late on payment that one month, still, I wish this issue was easily avoidable, it's really frustrating when it happens.

 

[OmegaFax]

Here's another suggestion besides switching to Bridge Mode if that's not an option. Try and see if Comcast can remove the modem to your account and re add it. It may trigger an IP reassignment in their system.

 

[bomblord1]

Here's another suggestion besides switching to Bridge Mode if that's not an option. Try and see if Comcast can remove the modem to your account and re add it. It may trigger an IP reassignment in their system.

That may be an option I'll look into it thanks.

 

[Guardian Monkey]

Here's another suggestion besides switching to Bridge Mode if that's not an option. Try and see if Comcast can remove the modem to your account and re add it. It may trigger an IP reassignment in their system.

He should be able to do that himself if I recall he can change that in settings though Comcast portal

 

[GekigangerV]

I had the problem over the weekend and it resolved when I got home this afternoon.

Check if you are on one of these blacklists and request you get taken off.

http://www.abuseat.org/
https://www.spamhaus.org/

Make sure you run antivirus/antimalware on any devices on your network first just in case there is something and you get put on there again.

When I called my ISP support I told them about IP blacklists seeming to be a common thread in most WS-37397-9 complaints and they found me on the first one and the first blocklist told me I was on the second list as well. There is a blocklist called "SORBS" but apparently everyone is on there.

 

[bomblord1]

He should be able to do that himself if I recall he can change that in settings though Comcast portal

It may prove difficult to re-add when I lose internet but I can try to call them afterwards and have them re-add it and see if that works.

 

[Doogdogg]

You could swap your modem if you rent it from Comcast.

I have Comcast, my IP did not change for 4 years till I replace my modem.

 

[rootbeerafloat]

Disconnect, change your mac address, wait at least ten minutes before reconnecting.

 

[bomblord1]

Aaaaaand after reaching the point where I was frustrated enough to make this topic...


It resolved itself. After several days it just fixed itself lmao. It wasn't working even a few hours ago.

Thank you guys for all the suggestions.

 

[TyrantII]

Why is Sony banning IPs in the first place. Are these ISPs doing something with the traffic that are being interpreted as hostile?

OP got a zombie device on his network preping for Christmas without his knowledge?

 

[Head.spawn]

Yup, I can confirm this. My static IP sometime got unbanned by itself. When I use dynamic IP, the only way to fix this is to reset my router. It works 70% of the time. If it doesn't then I need to wait a few hours or days to try it again.

I'm surprised that the media don't make a big deal out of this problem. It's very shitty this happens to the paid subscription service and we can't do anything about it.

Damn, how often are they tossing out IP bans and why?

 

[Sassen]

I'm on an almost brand new contract for 1 year so it's not really an option and their cheapest package (I'm paying $20 a month) is 2.5x the speed of the most expensive package of the closest competitor in the area.

And it's absolutely insane to think I would have to switch ISP's to fix a PSN issue lmao.

Do you have the performance starter? If you do that shouldn't be under contract, just 1 year promotional pricing.

 

[jae]

I switched ISPs over the weekend. Went out and bought a pro after the installation finished. Brought it home and immediately got this error. It went away for about an hour last night but was back already this morning.

My ISP is a Sony ISP (SO-NET), which makes even more frustrating.

 

[George Claw M.D.]

Aaaaaand after reaching the point where I was frustrated enough to make this topic...


It resolved itself. After several days it just fixed itself lmao. It wasn't working even a few hours ago.

Thank you guys for all the suggestions.

So, did your IP change or not?

 

[Devilgunman]

Damn, how often are they tossing out IP bans and why?

It happens to me every couple weeks or so, but resetting the router does the job most of the time. What sucks the most is that I can't even access the PS Store with my PC when this happens.

Oh, I forgot. If resetting the router doesn't work, you can tether your phone internet to the PS4 as a temporary remedy. Isn't that great? Play the online MP on the shitty phone internet. #whatyearisthis

 

[bomblord1]

So, did your IP change or not?

Well now my IP is showing up as an IPV6 address from the same service. So.. I guess?

 

[Maiorum]

Why is Sony banning IPs in the first place. Are these ISPs doing something with the traffic that are being interpreted as hostile?

OP got a zombie device on his network preping for Christmas without his knowledge?

I'm no expert on this, but from what I read on other forums, people seem to have figured out that it's because of prolexic, a DDoS mitigation security service they use for PSN, who appear to be quite aggressive and as a result, have a high false positive rate.

 

[golem]

Why is Sony banning IPs in the first place. Are these ISPs doing something with the traffic that are being interpreted as hostile?

OP got a zombie device on his network preping for Christmas without his knowledge?

Seems unusual unless they were getting attacked by the ip as part of a botnet maybe? Dunno. Seems they have done this multiple times however

 

[br3wnor]

This is also a solid way to ruin your credit score.

Utilities don't go on your credit score unless they go into collections. (In US)

They're not "credit" since the vendor can simply cut service if you miss a payment. Can go quite some time without paying before they'll sell the debt to a collections agency.

 

[MasterOfNone]

I am permanently stuck with with this issue and the solution is really to get a new IP. If your router supports MAC cloning change your MAC AND your router name (hostname) and then reset your modem using the reset pin if available.

The first time I tried this without changing the name and it picked the same IP. I am so tired of this issue, I've had it for months and I can't figure out why

 

[George Claw M.D.]

Well now my IP is showing up as an IPV6 address from the same service. So.. I guess?

Thanks. Was just wondering if it really was your IP address causing the problem. Sucks that these banned IPs just keep getting recycled in the pool.

 

[SURGEdude]

I'm on an almost brand new contract for 1 year so it's not really an option and their cheapest package (I'm paying $20 a month) is 2.5x the speed of the most expensive package of the closest competitor in the area.

And it's absolutely insane to think I would have to switch ISP's to fix a PSN issue lmao.

Not that it's a great option, but I believe when they added in the bandwidth capping it gave affected customers until the next billing cycle to withdraw from their contract without penalty.

I know anytime my phone or other providers unilaterally alter a service contract that can be done. I suppose the principle behind it that you have to be given the chance to re-evaluate the terms anytime they decide to make them less favorable to you. Makes sense because otherwise they could do whatever they wanted once they got you to sign.

But it sounds like you're in the same situation many people are where the other option is slow as death DSL or some crazy expensive business line.

I do love how thoroughly inept the people staffing the customer facing parts of these companies are though. Really goes to show how much value they place on actually being helpful and not just giving off the appearence it. I've dealt with both Sony and Comcast and they are abysmal even by the incredibly low standards of powerful corporate entities.

 

[Persona7]

I am permanently stuck with with this issue and the solution is really to get a new IP. If your router supports MAC cloning change your MAC AND your router name (hostname) and then reset your modem using the reset pin if available.

The first time I tried this without changing the name and it picked the same IP. I am so tired of this issue, I've had it for months and I can't figure out why

All you have to do is unplug your modem (remove battery if it has one). Change the routers MAC and hostname and then turn the modem back on and it should automatically issue a new IP. Sometimes it won't re-issue if the modem isn't rebooted.

You need a standalone modem or a bridged router/modem device.

 

[SURGEdude]

All you have to do is unplug your modem (remove battery if it has one). Change the routers MAC and hostname and then turn the modem back on and it should automatically issue a new IP. Sometimes it won't re-issue if the modem isn't rebooted.

You need a standalone modem or a bridged router/modem device.

Last time I changed my MAC I had to fight with Comcast to even reactivate it on their network. They kept telling me it wasn't supported, which is dumb as fuck. But they are so scripted and untrained I think the dude literally though I must have been trying to swap modems on them because to them MACs are some kind of unchallenged stone tablet that dictates if the modem is one of the handful of one's they've decided to bless with allowing to use the service I pay for.

 

[JayBabay]

Have you requested a new modem? You can go to the retail locations near you and swap it out just say it's giving you problems.

 

[v1lla21]

Search for a comcast center near you. Show up with the modem and tell them it doesnt work and that your connection was super slow. That's how I got mine fixed after a week with the stupid ass error.

 

[SURGEdude]

Search for a comcast center near you. Show up with the modem and tell them it doesnt work and that your connection was super slow. That's how I got mine fixed after a week with the stupid ass error.

He may own it. Despite how much they try and push people into renting you can buy one off the shelf for like 6 months worth of rental fees. And I think I got 9 years of use on my last one.