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user_d40dcb
1st Topic

5 Messages

Tuesday, September 19th, 2023 2:04 PM

Closed

Cannot Access Port Forwarding Screen

Hello

I am following the instructions here for users with an xFi Gateway to set up port forwarding for my home network: https://www.xfinity.com/support/articles/port-forwarding-xfinity-wireless-gateway

I am unable to do this, however, since I am getting an error on the Xfinity mobile app. The message I see says "Something unexpected happened. We can't display your details right now. Please try again or come back later". This issue has persisted for the past couple days, and I have tried dozens of times and have had no success getting into the port forwarding settings. I have logged out of the app and logged back in, I have uninstalled and re-installed the app, I have reset my gateway, I have turned my phone off and on and tried again, but to no avail.

Can any employees help me with this problem?

Thanks!

Question

 • 

Updated 

11 months ago

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XfinityDena

Official Employee

 • 

2.7K Messages

1 year ago

Thank you for reaching out @user_d40dcb. I am sorry to hear the app has been giving you issues with setting up port forwarding. Do you experience this issue if you use the Gateway Admin Tool (http://10.0.0.1)? If you still get an error you may have to factory reset your modem. 

 

To log in you would use the Xfinity Wireless Gateway Admin Tool. Open a web browser and go to the Admin Tool (http://10.0.0.1). This is the wireless gateway's administration site. The default settings to access the Admin Tool are:

 

Username: admin
Password: password (case-sensitive)

2

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user_d40dcb

5 Messages

Hi Dena,

I first tried to use the Gateway Admin tool, but as it says on the website I linked above, I am unable to change port forwarding settings through the admin tool because I have an xFi gateway. I simply get this message:

"

Managing your home network settings is now easier than ever.
Visit xfinity.com/myxfi to set up port forwards, among many other features and settings.


"

I would love to be able to use the admin tool to change this setting, but it has been made unavailable to me by Xfinity and I have to use the app. This is tangential, but this is actually very inconvenient for me as I don't have a smart phone and I've had to use my wife's phone to even access the Xfinity app (I would really like it if Xfinity didn't make their services dependent on users having a smart phone)

1 year ago

0

user_d40dcb

5 Messages

When I follow the link above (xfinity.com/myxfi), I do not find any way to change port forwarding settings and instead just get "how-to" articles directing me to the app, which is not working for me

1 year ago

0

XfinityDena

Official Employee

 • 

2.7K Messages

1 year ago

@user_d40dcb Thank you for that information. I haven't personally visited the admin tool in a bit and did not realize that had been taken away as an option. I do apologize for not realizing that. Have you tired to factory reset your modem to see if that clears up the error you are getting on your end with the app?

12

0

user_d40dcb

5 Messages

I have not factory reset it and would prefer not to, as I have multiple headless devices connected. Is there any way for a support team to pull logs from the app to see what exactly the problem is? I am able to run tests of my network speed from the app and change other configurations; it seems like the only page that isn't working is the port forwarding. It seems to me like it is an app bug rather than a problem with the modem.

1 year ago

0

XfinityDena

Official Employee

 • 

2.7K Messages

@user_d40dcb I completely understand. I know it can be a headache to reset up the network and reconnect devices. After some research I have found that error does appear when if the port forward is already in use. 

 

  • In the Xfinity app, navigate to WiFi > View WiFi equipment > Advanced settings > Port forwarding.
  • Locate the port forward that the customer is trying to use.
  • If the port forward settings that are in use are associated with a device, select Edit to adjust these settings or delete the port forward.
  • If the port forward settings are in use but not associated with a device, select Delete.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_d40dcb

5 Messages

This may be true in general, but it has no bearing on my situation. I do not have any port forwards in use, and I cannot access the portal that would allow me to activate those port forwarding settings. I believe it is a problem with your Android app and that you should look into that more

1 year ago

0

XfinityKassie

Official Employee

 • 

1.4K Messages

@user_d40dcb I see where you are coming from. I would like to take a look into your profile for your Apps, and make sure everything is good there. Worst case, I can issue a ticket to have looked into further. To begin, can you please send a Direct Message with your name, the service address, and confirm what User ID you are logging in with on your Xfinity App? 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_rqeya3

1 Message

Was this resolved? I have the same problem. I cannot access the Port forwarding in the app and it is no longer available via 10.0.0.1 (which is a BAD move on Xfinity's part)

1 year ago

0

joeyfrich

3 Messages

11 months ago

I am also having this problem. Within the app in the WiFi > View WiFi equipment > Advanced settings screen I can see the "Port forwarding" section but clicking it does nothing.  Most of the other sections can be clicked (except DMZ section also cannot be clicked).  Logging in to the router via 10.0.0.1 and trying to add port forwarding there only shows me a message to do it in the xFinity app.

1

joeyfrich

3 Messages

@joeyfrich​ I found a Reddit post that resolved the issue. See codered176 comment here:
https://www.reddit.com/r/Comcast_Xfinity/comments/13810se/cant_port_forward_in_xfinity_app/

Chatting with the xFinity AI assistant through the right steps allows you to set up port forwarding.

11 months ago

0

user_30cqcj

2 Messages

11 months ago

I can't wait until google fiber is available, 6 more months and I'll be free from Xfinity!!!!!

1

XfinityDemitrius

Official Employee

 • 

1.4K Messages

Hey @user_30cqcj,

 

Thank you for visiting our official Xfinity Community Forums support page. If there happens to be anything we could assist you with regarding your Xfinity products and services, please let us know. We are always happy to help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

11 months ago

0

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