T

Visitor

 • 

3 Messages

Friday, April 28th, 2023 12:38 AM

Closed

Can't Port Forward

I haven't been able to access the port forwarding page of the Xfinity App for a week.

I have spent a collective 8 hours on the phone and XFinity App with various agents and supervisors.

4 of them have said a Specialist would call me back. No Specialist has ever called me back. I have confirmed the number with the agent each time.

I have gone through the steps in this guide multiple times with agents:
https://www.xfinity.com/support/articles/port-forwarding-xfinity-wireless-gateway

The Port Forwarding page on the App says:
"Something unexpected has happened. We cannot display your details right now. Try again later."

If I go to the admin tool, it shows 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.

With no other options available on the page.

With various agents, I have tried uninstalling and reinstalling the app, signing out and back in under both my mobile number and my xfinity id, trying to access it on a different phone, turning on and off Advanced Security, perform a hard reset, perform a factory reset, and go to the XFinity Store and replace my modem with a newer one. All of which I've done with no fix.

I even had a technician sent to my home. He informed me that he there was nothing he could do and no reason he should have been called out to help. But he did run into this issue with someone else before. The solution was to buy a 100$-300$ router and bridge the connection myself. 

I have been told just recently by a supervisor named Tahir that this is apparently an ongoing issue. But just like the 4 agents who told me I'd be contacted and I never was, I'm skeptical. I assume they have a quota of people to assist, and I was taking up their time. One week for complete inaccessibility to port forwarding is a long time for an ISP to take to correct, considering how common port forwarding is for hosting servers and other important features.

Honestly if XFinity can't even do port forwarding, then there's no reason to keep them as a service provider.

Accepted Solution

Visitor

 • 

2 Messages

1 year ago

So I finally figured out *my* solution to the problem

1. Do a complete router reset. Press and hold the reset button for however long it takes to forget everything. I just went for 60 seconds

2. Set up your WiFi via your phone. This gets your router to recognize the device as an admin I guess. (Step found via reddit)

3. Navigate to port forwarding via the chatbot in the app. ("Port forward">Network>Advanced Settings>Port Forwarding) (Curtesy of @jesserb in this forum post)

4. Set up your port

(edited)

Visitor

 • 

1 Message

1 year ago

Yep, dealing with this myself. I'm not even going to bother calling them because I know I won't get any real help. I tried everything from Uninstalling and reinstalling the app, clearing the data and cashe, restarting my phone.... a combination of all of these and still the same thing, and it seems like it's almost exclusively the port forwarding section.... funny that.

Official Employee

 • 

1.2K Messages

1 year ago

Hello @THex and thank you for your post. When it comes to port forwarding we are able to share with you how to access it and how to port forward but if any issues are present after that our support stops there. Now as for promised phone calls and not getting any back that would be frustrating and never something we want you to experience. 

We are happy to help with troubleshooting the app and make sure to get you the correct access or if needed submit a ticket for help. Please let us know. 

Visitor

 • 

3 Messages

@XfinityPeterH​ Great! So, again, I have gone through every single step listed above. At this point, the Admin Tool port forward page shows this:

And the app shows this:
Multiple searches for this has shown that this issue has been ongoing for multiple clients since even as far back as September. This has not been resolved and continues to be an issue for many of your clients.

I will continue to call into customer service this week, and rate any call center employee who fails to resolve this or get me a call with someone who can a solid 0.
I will continue to rate the app and XFinity 0 stars from any app store until this is resolved.
And I will file a complaint with the BBB about my service, the failed callbacks, sending technicians to my house who do not have control over the app or admin tool, and any other mis-steps, citing the pattern of disgruntled users here and in other public forums, and leave it up until it is resolved.

I sure hope you can help me so neither of us have to go through this lengthy process to see a resolution.

(edited)

Official Employee

 • 

993 Messages

@THex, We would be happy to assist you with the callback and troubleshooting with the app. If you would like our assistance, please send us a DM with your name and full address by doing the following: Ensure you are first signed in, then you will see an icon at the top right of your page.
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

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

Visitor

 • 

2 Messages

@XfinityPeterH​ I really dislike your generic response. [Edited: "Inflammatory"] Your somehow not responsible and you've painted the path so clearly for us lol. Do you not know or notice or care that everyone's complaint is that? And by the way this is for like 3 years now. I've backtracked it and walked, you people say that you provide the opportunity in the software for port forwarding, but it's broken and I'm supposed to find that to be an accident and not intentional. Which by the way it is absolutely intentional. Suddenly Xfinity employees don't know anything about the internet and they're only job is to provide you with internet speeds. Fine let's say I'm willing to accept. All you need to do is give me internet speeds and the rest is up to me. You can't put out fake software that leads people places that doesn't work. And additionally, but this is the most important part. If internet speed is all you care about, you still are absolutely responsible for the quality of that speed which implies and infers [Edited: "Language"] a lot more than me hitting the mark of what I pay for. Again, hitting the speed mark is only ever proven programs paid for and made for Xfinity internet speed testing. Any other apps I use not made by xfinity always show that my speed is not what I pay for to which the response is constantly, well we provide "up to" insert what you're supposed to get here. Great, how about from now on my end of the bill says I provide up to the amount we agreed on and then I just pay what I feel like you know like you do. Additionally, if you provide up to the speeds I pay for that would imply in fact be a guarantee that at some point, even if only for a moment it hits those speeds... Yeah take a wild guess what I never does. [Edited: "Inflammatory"/"Threats"]

(edited)

Official Employee

 • 

525 Messages

I completely understand the frustrations, @THex! It certainly is not what we want or intend. We can certainly dig into further troubleshooting with the Xfinity App, and the features available to you. I know you mentioned you have reached out on numerous accounts regarding the error that you receive, and I would like to further dig into it on our end. Can you please DM us? 

 

Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• 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

Visitor

 • 

1 Message

1 year ago

Having this exact problem. its incredibly frustrating. App just doesn't allow me to see the port forwarding area. Immediately throws that error. This is my first time ever using the app and its letting me down. I should've never thrown out my own personal router and modem setup at this point. 

Official Employee

 • 

443 Messages

@

user_e0ee2e  Thank you for reaching out regarding your port forwarding concerns with the Xfinity App, we'd be happy to take a look and see what's going on and submit a ticket if necessary. 
 
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "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
See https://comca.st/3KQF8q9 for an example.  Please provide your full name, service address and the user ID you're logging into the app with in the Direct Message. 

 

I no longer work for Comcast.

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

Visitor

 • 

6 Messages

Been having the same issue here. It seems to have started happening with the last update to the Xfinity application on April 26th.

Visitor

 • 

3 Messages

1 year ago

To those trying to resolve their issue:

There was no resolution. They told me their software team would be notified and they'd tell me when it's resolved. This issue has been ongoing since September 2022 and clearly many reports have been filed. It is unlikely to ever be resolved. Basically, you're SoL.

My own solution was to return the [Edited: "Inflammatory"] modem/router combo they were overcharging me to use, and purchase my own. Then, file a complaint to the FCC. [Edited: "Solicitation"]

(edited)

Visitor

 • 

6 Messages

1 year ago

I have found a solution to this thanks to a Reddit post:

"Open up the xfinity app and it should bring you to the overview page. On the top right, there is a chat icon, click it. It will bring you to the chat AI assist. In the chat window, type port forward. The AI will respond the a number of prompts, select network. Then another list of prompts will load, select open advanced options. Finally, the last set of prompts will appear, where here you can select port forwarding."

After over a year of struggling with this and Comcast accepting no responsibility for fixing it and giving customers the runaround with solutions that do not work and links to pages with instructions that don't address the problem, this solution DOES work.

Important: If you click the chat button in the app and it takes you to a blank white page, make sure your default browser for Android at least is set to Chrome. This will allow the chat page to load so you can complete this process.

It is obvious that there is a problem with authentication or something in the app and that Comcast refuses to fix or acknowledge it. Good luck!

Visitor

 • 

6 Messages

@jesserbyars​ Thanks for the tip, much appreciated. You got me thinking that the Xfinity app for iOS might work better, so I'll be installing that on my wife's phone a little later and trying that out first. I use a largely de-googled Android variant and am trying to keep it that way, but if the iOS app suffers from the same issue I'll have to bite the bullet, install vanilla Chrome, and use your method on my Android device.

Visitor

 • 

1 Message

@jesserbyars​ YOU ARE MY HERO!  This worked!  So the app's UI is just broken, and has been for a while.... but you can use the links from the chatbot to navigate to the screen to set up port forwards.  It's simply amazing that Comcast/Xfinity hasn't fixed this yet, since it's a simple navigation issue within the app's UI!

Visitor

 • 

6 Messages

@rf2906​ Happy to have helped! I went to Xfinity chat to talk to an internet agent to tell them I had found a solution. They did not seem to understand what I was saying, and immediately sent a refresh signal to my router for absolutely no reason. This caused my router to fail to reconnect in some way and I was stuck troubleshooting with a supervisor for 90 minutes before I was back online. I knew they had often done this (sent a refresh to my router without asking) in the past when I had gone to chat for support, but this is the first time they admitted what they had done. This anecdote isn't particularly relevant here, but I just say this to illustrate that every experience with Xfinity support is utterly absurd like this in some way. They know there is an issue with port forwarding, there are many threads on the forum. It is not clear whether their failure to address it at scale is incompetence or malice.

Visitor

 • 

1 Message

@jesserbyars​ I too have been on the phone with support for well more than an hour.

they wont acknowledge any problem..... finally last texh i talked to told me that i shouldnt need to foward ports bor dmz z box as most people dont have the need

I have NO THAT IS VA BIG NO NO AND finally NO I need port fowarding !!  the swervice is worthless without it

IF it cant be fixed you have lost another customer

THANK YOU for Nothing

Wilbur

Problem Solver

 • 

339 Messages

Hey there @

 

 

Thank you for taking the time to express your concerns over your port forwarding issues. Were you able to connect with our support team? 

I no longer work for Comcast.

Visitor

 • 

2 Messages

1 year ago

same issue. I have been trying to find ways to port forward but the app will not work. in the past I could do everything from my pc and it would be done in 10 mins. Now I have to go through the app and so far the app does nothing when I press port forward.

Visitor

 • 

6 Messages

@Blackwhisp63​ Please try my solution earlier in the thread if you haven't already. You may need to change the default web browser on your phone to Chrome temporarily to make the app stop displaying blank pages. Also, try typing "Port Forward" to the xfinity assistant in the chat section of the app. See my post for more details.

Visitor

 • 

2 Messages

11 months ago

Can't believe we pay money for this shit...
Why not include the working functionality on the local portal?

If I had literally any other option in my area I would not be on Xfinity.

(edited)

Visitor

 • 

5 Messages

11 months ago

Yeah if it wasn't for the fact that I share this ISP with my roommate, I would have switched to Spectrum months ago, better service and they actually help their customers. I cannot believe that something as integral as Port Forwarding is not a feature that they can provide.

Visitor

 • 

1 Message

11 months ago

Apps are for streamlining and making things easier. This has somehow made a very simple task of opening up a port to a literal nightmare, as I'm having the same issue above where it says there's an error on the port forward page. How this was greenlit is beyond me.  

The work around worked, but barely, after ages of loading. Just horrible. 

2 Messages

10 months ago

This solution no longer works.

It's terrible. I just switched to using their modem instead of my own. And I cannot access my computer for work. I've been through support over and over for hours. I cannot port forward for rdp and it's costing me money and a massive amount of time. [Edited: "Inflammatory"]. I wished I had never switched over to their equipment. 

(edited)

Visitor

 • 

6 Messages

@user_4aee5e​ I just tried it to check and I can confirm that it does still work, at least on an Android phone, with Chrome set to the default browser, and using the "Xfinity" app. Please double-check the instructions earlier in the thread and try it again. And yes, [Edited: "Inflammatory"]. Good luck.

(edited)

Expert

 • 

24.6K Messages

@user_4aee5e​ what port is your work expecting to be open? please hopefully it is not 3389 *edit add* and are you using a company vpn using wireshark etc?

(edited)

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

@user_4aee5e​   make sure you type port forward. Not Port forwarding!   I just did it and it worked perfectly.  

1 Message

9 months ago

I was super excited to find this workaround. However it's not working for me. I tried everything in the OP and tried the workaround buy not working. Just updated the app and still not working (maybe I can find an old version of the app somewhere)

10 Messages

9 months ago

Confirmed that the workaround doesn't work. My Xfinity app doesn't even show the 'WiFi' section. The numerous techs I've contacted finally confirmed that there is an ongoing App issue, which is of no help.

1 Message

Conformed workaround doesn't work current. The wait list is way too long for me to sit there and ask the same questions their heavy bad English representatives because that's all they can get to work our tech nowadays. I got Xfinity for myself so I can adjust this specific settings for gaming and school and now I've been screwed for a few months now because they think there's nothing wrong with their custom set of ports for the public

Official Employee

 • 

1.8K Messages

Hello, @Tangz! We are happy to help with the port forward! Are you seeing an error that shows "something unexpected has happened" or something different?

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

10 Messages

@user_ca0dc3​ FYI, I finally gave up on the app, as I was also having continual dropouts using the XB8 and gigabit speed. I downgraded to 400 mpbs and bought my own Motorola MT7711, and the service has been stable. So now I can control my port forwarding directly in my own router as well!

1 Message

7 months ago

I'm trying to forward a port (8080) so I can remotely control my Rain Machine lawn sprinkler system.  I managed to set the port forward up from the Xfinity App but when I tried to access via the Rain Machine App, I (eventually) saw a purple pop up on my phone telling me bad guys (Rainmachine) were trying to access my home system and it had ben blocked by Xfinity.  I checked my Xfinity App and my Comcast email but there's nothing in there so now I'm stuck with a port forward that appears to be set but just doesn't work (the Rain Machine App times out saying there's no response).

So, until I can get Xfinity to allow the port forward that I set up to actually work, I'm stuck.  

10 Messages

Get rid of the Xfinity Gateway, downgrade to 400 Mbps, and get a Motorola MT7711.
You'll control your own router!

Visitor

 • 

6 Messages

@user_rtqmbm​ I haven't tried doing this at all, so I'm not certain that this is your problem, but I suspect that it is the Advanced Security setting that is blocking you. Take a look at this page, about halfway down, under "Tips To Access a Blocked Device", and if that doesn't help, try a little further down the same page, under "Disable Advanced Security": https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security

I don't know exactly what the Advanced Security setting does, but I can tell you that I have always left it disabled and haven't personally had any issues. Hope this points you in the right direction.

Official Employee

 • 

3.5K Messages

Hello @user_rtqmbm! We appreciate you reaching out on our Forums. Our team wants to help! Please send us a Direct Message to better assist you with this port forwarding concern. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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
forum icon

New to the Community?

Start Here