Port Forwarding error "We are having some trouble"

@gtapro151​ Thank you!!!  I had put my gateway upgrade on hold fearing I would lose the existing forwards that worked.  I will now move forward with the upgrade.  I also have the old black gateway.  

I have a question for you.  When you transferred to the new white gateway did you import your existing settings or did you start from scratch?  

@user_5aa3c9​ It gave me the choice within the mobile app during setup to transfer everything, or start from scratch. Due to the amount of devices that would need to be configured in my case, I just imported and everything is working great so far! I was back online in 30 minutes. Funny thing is, even my old port forwards (that were no longer working on the old gateway) transferred in automatically. 

@user_5aa3c9​ For sure! I had just got the black tower one a couple of years ago, so I was under the impression that it was still "the best" but apparently there is about 3 newer one's already. The one perk to paying the monthly 14$ fee (assuming you get ahold of the right rep).

@gtapro151   Thank you so much!!  So glad it worked!!  

Hello @Drazil100! I hate to see you're having trouble accessing the website. Please send us a direct message, we're happy to help! 

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3HwiEd5

• 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

@user_832d5d​ 

Which gateway did you have and what did you upgrade to?

@user_832d5d​ Bring yours in and tell them you want the xb7 or the xb8. Assuming you pay the rental fee, tell them the issue you are having and it should be a free swap. Plus the newer one's support faster speeds.

@user_832d5d​ 

Did they totally reset your gateway or just transfer everything? Because I actually upgraded from the XB7 to the XB8 and I'm still having the issue. I've seen some people say that totally factory resetting their gateway fixed it but I don't think I'd like to take the chance and lose the few port forwards I had set up months previously that still work. Either way good to hear someone got it working. Despite the four week support time.

@user_832d5d​ Add it to the list of things they couldn't care less about.

@user_91ee02​ Try from an outside source. Turn you WIFI off on your phone and see it you can enter your IP address. Port forward does not seem to work on the Xfinity internal network.

@user_832d5d​ Just tried your idea, went ahead and shut off my phones wifi and tried to access the settings by connecting via data. Sadly still same error, "We are having some trouble." Checked the app and the webpage too. Thanks for the idea though, I'll try anything at this rate.

I received a phone call Friday night from a higher tier support person.  I explained, again, this problem.  I sent a screen shot of the error, as was requested.  He rebooted my gateway, which disconnected the call, but he did call back and ask if the problem was fixed and I said no.  He told me he would send this problem to the engineers.  I haven't heard anything yet.

I'm not sure if this is a big enough issue for them to even want to fix.  How many people even use port forwarding?  It's frustrating, especially when I am paying to rent the gateway each month.  I'd go buy a modem of my own, but I would need to basically buy a gateway; modem, wi-fi and phone all in one.  I would guess that rendering people's products less functional after firmware/software updates is one way how class action lawsuits against a company start.

@abeasom​ My biggest complaint is that we're expected to follow up with these "tickets" which we can't even see or access on our end. May as well not exist. Sorry to hear you're in the same boat. Not sure what the solution is at this rate, really would rather not up and change out my entire system but this is incredibly frustrating. I use port forwarding for gaming, web interfaces, and my remote game design work. I imagine you're right, the majority of people don't use it, but I really didn't think it was such an advanced feature they wouldn't have noticed this.

Wish I could submit error logs or reports. I've noticed the page is throwing quite a few...

I use my ports for IP cameras. I can’t view them off my network otherwise. I bought a new camera. Can’t view it when I’m not at my house. 
It was also suggested to me to reset my gateway. No way, if that doesn’t fix it I’ve lost my already existing 9 ports. 

@user_32e1e8​ 

They took away local access a few years ago because too many people were going in there and messing up things. It’s unfortunate the solution that was left for us is an app that provides a poor user interface to work with.

@user_91ee02​ 

This thread should be pinned until a solution/fix is available. It’s obviously affecting a lot of people on here who have posted about it, and I am sure many others have this problem but aren’t aware of it because they don’t use port forwarding.

@abeasom​ Agreed! But it seems Xfinity would rather just brush this aside and act as if it's not a problem. We need someone to get this bug to the right people, because it is definitively an error with their website/app and backend. 

@user_91ee02​ 

I’m trying. Talked to tier-2 twice. Gave them ticket number I was assigned. They told me ticket is still active and being worked on. 

@user_a1571f​ 

Unfortunately the fix is for Comcast to fix it and they don’t seem to be in much of a hurry to do such.

Hello @user_a1571f We appreciate you taking the time to reach out to us today. Thanks for reporting the issue with the website and app to us. I'd be happy to help troubleshoot so we can get this fixed as soon as possible.

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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

@user_5cd473​ 

I want to try that, but if it doesn't work then I will lose the dozen or so ports I have open now.  I think I might try getting a new gateway from the store first.  That should be "factory reset" when I get it. 

It's a shame though to go through this effort for something we didn't break.

@user_5cd473​ What were the downsides to doing a factory reset?  Were any additional steps required to get your internet connection up and running again after the reset?

@user_5e0e2f​ 

Luckily my open ports haven’t closed…..yet.

I apologize for the troubles you have had with setting up port forwarding. Our team would like to investigate this further with you. Please send us a DM with your full name and address to assist. @user_5e0e2f 

To send a Direct Message:

Ensure you are logged in

Click the "Direct Messaging" icon or https://comca.st/3y1Ck4a

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

(Credit to @BruceW)

Hello @user_ab0276​ Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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.