xb7 bridge mode toggle does not appear

Hi there, @user_nek7ua! Thanks for reaching out about the Bridge Mode toggle. I have seen this a bit in the last 2 weeks. It seems to be related to a past modem on your account being hung up in the deletion process. I have opened a ticket each time for our engineering team to manually remove the hung up modems and that has fixed the problem. The modem has to be factory reset once they are done with their work. From there, the toggle should show once again. We will get this fixed!

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Thanks for the quick response, I just reached out to Xfinity Support via DMs.

I’m experiencing the same issue and haven’t been able to get any support from Xfinity. I’ve been trying to resolve this since the day my internet was installed, but I still haven’t made any progress.

I am having this exact same issue with an XB8 that I just picked up from Xfinity Store. After enabling bridge mode, and logging into the modem locally, the modem's admin page has a few things missing.

1) The Bridge Mode: toggle is missing

2) The entire "Connection" section in the left navigation, which prevents me from seeing Status, Xfinity Network, Wi-Fi, MoCA and WAN Network pages.

3) Software section in the left navigation

4) Hardware section in the left navigation

If I navigate directly to the software.jst page, the above (2-4) page links appear and work. I agree kr123, this feels like a programming error.

Thank you for reaching out to us @EricB4! Right now, there’s a known issue affecting XB7 and XB8 gateways where the option to turn Bridge Mode on or off isn’t showing. Thankfully, our engineers are actively working to resolve this as soon as possible. 

We’ve received your message, and we’ll be responding to your DM shortly so we can continue helping you there. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum, is a violation of Forum Guidelines. In the future we ask that you please wait for an official employee to invite you to send a DM. 

Thank you, and I’m sorry about that! This is the first time I’ve used this forum, and I’m unfamiliar with the procedures here. The Xfinity Assistant isn’t much help and there doesn’t seem to be a direct way to talk to a human except possibly here on this forum. I did eventually figure out how to send a DM, and thanks for looking at it. I’ll just wait for a response. Where will that appear – under Notifications?

@EricBTX​ it also looks like I created two different logins to this forum somehow? I was very confused about that last night. Would you be able to copy your DM reply to this login? It has the actual email address associated with my Xfinity account. Thanks!

Yes, this is the login associated with my Xfinity account email - it looks like the system won’t even let me login to the other one associated with my other email address, so it might be better for you to reply to this one. I’ll just wait to hear back. Thanks for your help!

Yes. I got online support to place my gateway in bridge mode from your end. It does not resolve the administration tool issue where the toggle is not showing.