Ok, so at the present time, when you connect your phone to the modem via wifi, you can't send or receive pictures, just to confirm?
When you have time, can you log into the modem and navigate to the Connection .... Rogers Network tab. On that page, you should see the following IPV6 data which is set to your specific modem:
WAN IP Address (IPV6): 2607:xxxx:xxxx:xxxx:xxxx:xxxx:xxxx:xxxx
Delegated Prefix: 2607:xxxx:xxxx:xxxx::/64
Primary DNS Server (IPV6):
Secondary IPV6 Server (IPV6):
DHCP Client (IPV6): Enabled
Can you confirm that the data as indicated above is present on that page? If so, this is looking like a CMTS configuration issue, which is a network engineering issue.
@AlexcB can you confirm for me that the data indicated in your post is filled in, as in indicating:
1. an IPV6 address for the modem;
2. an IPV6 Global Gateway address;
3. an IPV6 Delegated prefix; and
4. IPV6 DNS
I used xxx.xxx.xxxx.xxxx for example purposes, but those x's would actually be replaced with alpha-numeric characters.
Can you also run an IPV6 trace on a pc or laptop as shown in previous posts and post the results as indicated. At a command prompt run the following command:
tracert -6 www.google.com
Assuming that IPV6 was up and running previously, and that you were previously able to access WhatsApp or other social media, IPV6 should still be up and running. If you see a response that the selected target site can't be resolved, that would point to an issue at the CMTS, possibly due to a configuration change in the CMTS.
@Sareena the solution is to properly identify the problem which might be a Cable Modem Termination System (CMTS) configuration issue. If so, this is a network engineering problem. Your modem connects to a CMTS, which provides data services and control over the connected modems. There is nothing that tech support or any amount of modem swaps can fix. This needs to be examined for every customer who is having this particular problem.
@rafaeel yes there is, by sending the necessary data to the moderators at @CommunityHelps. One of the moderators will have to be the point person on this to collect the data and forward a ticket to the network engineering staff.
Are you still having problems with this? I thought the modem reset solved this for you?
Did you also enable IPV6 ICMP in the modem after the modem reset?
@AlexcB thanks for the IPV6 trace. Based on that I'd expect IPV6 to work as expected, but just to be sure, log into the modem and enable IPV6 ICMP Inbound to Hosts.
For the white CODA-4582 modem that is located in SECURITY .... IPv6 Inbound.
In the Firewall settings, all settings have a Ping from WAN. That should be set to Deny.
For the XB6 modem which is used for the Ignite TV service, check the FIREWALL ..... IPV6 tab for similar settings. I don't have access to an XB6, so, I'm assuming that Arris and Technicolor included the same if not very similar settings.
In either case, reboot the modem if you had to change any settings.
@jimvaldesg for reference purposes, take a read thru the following post about IPV6 testing and how to enable ICMP on the pc.
On your pc, to check for IPV6 access, can you go to https://ipv6-test.com/
Please let me know what score you end up with.
Also on the pc, bring up a command prompt and type in; tracert -6 www.google.com
That runs an IPV6 trace to google. I'm interested in knowing whether or not the IP address is properly resolved and whether or not the trace runs past hop #2 which is the Cable Modem Termination System (CMTS).
When the trace is done, right click on the top title bar of the command box, right click and select EDIT ... Select all. Then right click again and select EDIT .... COPY.
Paste that into a post and delete the first IP address which should be a 2607.xxxx.xxxx.xxxx.xxxx. etc, etc. That is the modem's IPV6 address which shouldn't be posted in an open forum. I do need to see what happens after the first hop.
In the past, what we've seen is an IPV6 configuration failure at the CMTS, which either causes the CMTS to disallow the IPV6 DNS query, or disallow IPV6 data to return to the user device. In either case, IPV6 fails. The Android devices or specific applications appear to fail, no pun intended, in the fail over to IPV4. So, when the IPV6 path fails, the device or application should very quickly time out and switch over to IPV4. That is what should happen. For some reason there are a number of these cases posted in the last few days, leading me to think that its a CMTS issue, or perhaps a problem with enroute routers.
So, this takes some confirmation from the user, as to the IPV6 capability on the local network. Beyond that the moderators will have to forward CMTS specific tickets to the network engineer staff to look at the particular CMTS configuration.
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