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user_58ad15
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3 Messages

Saturday, March 12th, 2022 5:17 PM

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Port Forwarding error "We are having some trouble"

I have tried for the last 2 hours to try to get somewhere with Port Forwarding. I have tried both on my PC and on the App. every instance I get this "We are having some trouble, please try again later". 
Anyone have any ideas on some help? 

Question

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Updated 

3 years ago

14.1K

53

doesnotmatter_

Visitor

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2 Messages

3 years ago

Is anyone with an XB7 router actually able to create NEW port forwards now?  If I didn't know better, I would say they have simply removed the functionality, even through the Xfinity app, whether or not support staff has  been informed of that change, which it doesn't seem they have.

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Jerry_C82

Visitor

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8 Messages

3 years ago

I’ve been trying to resolve an issue with the port forwarding feature of my Xfinity leased modem for months, every time I have contacted online customer service I am referred to call the automated Xfinity number. The 1st time I called an agent answered “Hello”, then proceeded to be unresponsive, and then proceeded to speak to someone off the call in Spanish, with no sign of talking to myself, I was hung up on. When I called back an agent repetitively focused on my internet service and not the port forwarding issue that I had explained. After asking to speak to a supervisor the representative asked for more details, after explaining the agent persuade a non-exitance internet connection issue. After almost an hour of repeating myself and waiting for a supervisor, the agent informed me that she is unable to get a hold of a supervisor. When asked to speak to a supervisor again, the agent continued to ask for irrelevant details. I’m now waiting on a callback since I would still be on hold with no sign of rectification for my issue. Guess customers are on Xfinity’s time.

(edited)

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user_5aa3c9

Visitor

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20 Messages

@Jerry_C82​ What model gateway do you have?  XB7-T?

3 years ago

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user_20a5bd

Visitor

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1 Message

I have a XB7-T and am experiencing the same problem. Is there a problem with this model? Are there any work arounds or can I buy another router to fix the problem?

3 years ago

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user_ab0276

Contributor

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77 Messages

@user_20a5bd​ 

I don’t think the problem is specific to the Gateway. It is affecting people with the XB6, 7 and 8. It seems to be a user authentication error on Comcast’s backend. Until they fix it, we won’t be able to do any port forwarding setup or edits. You could put the gateway in Bridge mode and connect your own router.

(edited)

3 years ago

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Jerry_C82

Visitor

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8 Messages

I have the XB7, model shouldn't matter, I can almost guarantee that it's the Xfinity proprietary software that they have that prevents changes from the router itself. I've restarted multiple times, factory restart also, no fix. This was an old port I had set up and interfered with the current port I had, I was only able to delete the current one and get an error when trying to delete the old one.

3 years ago

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CCAaron1

Problem Solver

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954 Messages

Hello and thanks for reaching out @Jerry_c82. I am sorry to hear you are having port forwarding issues. It has been a couple of days. Are you still having issues, or where you able to get this resolved? -Aaron 

I no longer work for Comcast.

3 years ago

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user_ab0276

Contributor

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77 Messages

3 years ago

They clearly have no intent to fix this. It’s probably better we buy our own modem/router. It wouldn’t surprise me if they decided to disable customers from using port forwarding and have shut it off for a group of people to judge the response. Never seen a company ignore its customers so much. 

Notice how none of the Xfinity members comment on any of the port forward threads anymore. They realize they can’t fix it and may have even been told to stop trying to fix it because they’re eliminating port forwarding and don’t want to help their customers.

(edited)

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user_5aa3c9

Visitor

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20 Messages

3 years ago

Follow up:  Port forward edit and setup was available for 5 days.  Now I do not have access.  (edit - it was back working on day 6) The forwards I was able set up continue to work, but clearly resetting the modem to factory is a very temporary 'fix'. 

@user_ab0276 

@user_91ee02 

(edited)

3

user_91ee02

Visitor

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13 Messages

@user_5aa3c9​ Thanks for the follow up. Do any of the port forwards you were able to set up work still? If so I guess it could be used as a quick bandaid solution, I.E factory reset, open all ports, and repeat when you need it. Super terrible but better than nothing at all? Either way, [Edit: Language] to hear it didn't last.

(edited)

3 years ago

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user_5aa3c9

Visitor

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20 Messages

@user_91ee02​ Yes.  All of the ports I opened continue to work.  So at least I have that. :)

3 years ago

user_5aa3c9

Visitor

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20 Messages

@user_91ee02   Not sure what is causing this, but my port forwarding functionality is back today.......  ???

3 years ago

TheOfficialZero

Visitor

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1 Message

3 years ago

I started having this issue earlier today, I actually don't have the time to buy a modern or whats-not, I am working on developing/flashing the firmware on the Xfinity rented moderm, if you guys are interested I will release it, you will be able to use the LOCAL default gateway port forward feature which how it should always be, not from an [Edited: "Language"]... app...... which contains lot of authentication bugs/HTTP and they're not even bothering to fix it..

github.com/xZeroMCPE

(edited)

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user_91ee02

Visitor

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13 Messages

@TheOfficialZero​ Would love to see this. Makes zero sense why we can't port forward our own machine locally, and rely on some broken app.

3 years ago

user_70f1dd

Visitor

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2 Messages

@TheOfficialZero​ Id be very interested in this! 

3 years ago

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user_70f1dd

Visitor

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2 Messages

3 years ago

Today I was setting up a game server and realized that the port i was needing to set up was already set up under a device that had been long gone. When i went to remove the port forward i got an error saying "we are having some trouble". Ive been on support for hours on hours. Ive tried factory resetting my modem. nothing seems to be working.  

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user_5aa3c9

Visitor

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20 Messages

@user_70f1dd​ Just curious, when you did the factory reset did you then do a manual set up of your modem/router?  This is what opened port forwarding for me.   

3 years ago

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Will-R

Visitor

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2 Messages

I'm in the same boat:  "We Encountered an Issue.  If the problem persists, check back later."  I too have working 'forwards' and don't want to reset my router without a proven path forward.

It appears a factory reset is not always the answer, but I was curious - What do you mean by "manual set up" ?

Thanks!

(I'd buy my own modem/router, but fiber should be available soon, and I plan to switch.)

3 years ago

user_91ee02

Visitor

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13 Messages

Yeah, same problem. I've got working port forwards, so I don't want to reset, and it seems that even resetting doesn't really get the issue resolved. The only advice I can offer anyone looking for port forwarding services is to use a VPN (like Hamachi or, for gaming, I've been using playit.gg) while they get this resolved, or switch to your own hardware if you're able to. But that's really just a workaround, and I've seen posts where the bridge mode doesn't even work...

The only place you're going to get consistent support service is the Comcast_Xfinity reddit page, it's been a few weeks now but they say the backend team is well aware and supposedly working on a fix. They're professional enough to respond and keep me updated on the progress every day as well. They just have not given me a time frame, which is disappointing. But maybe if more people post there, they'll elevate the priority or something. Either way, good luck all.

3 years ago

user_5aa3c9

Visitor

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20 Messages

@Will-R​ When the router is reset to factory, you will need to use the xfinity app to reactivate and set up the router.  At that point you have a choice to bring in the settings stored on your xfinity account, or set it up manually.  If you choose to set it up manually you will need to create your wifi SSID's from scratch - and (in my case) reset the DHCP ip address range.  I always have my router ip set to 192.168.1.1 and after choosing to set it up manually, it was set to 10.0.0.1.  I had to go into the router admin page and reset that to my preferred settings.  It is my thought that by not importing in old setting, the block on port forwards goes away.   My port forward function stopped working once since the reset, but came back within a few hours.  The port forwards I set up after the reset have continued to work since I set them up.

(edited)

3 years ago

user_ab0276

Contributor

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77 Messages

I bought and installed an Arris T25 and TP Link AX5400 router. Port forwarding works fine now and the setup couldn’t have been easier. I returned my XB6 and am now saving $13 a month on bill. Not sure what to do with Xfinity pod. 

3 years ago

0

user_761396

Visitor

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1 Message

3 years ago

I am able to set the port forwarding but it refuses to work
I have it managing my PC's which I do not like. I liked having my devices behind my own router as another level of protection. 
Any time I have called today I got the runaround. I was read to from a script. More importantly they wanted me to creat the port forward again that was already broken and not working. 
I asked for Tier 2 tech support. aparently they do not have a tier 2. I find that hard to believe. 
I think like others I am going to setup my old Docsis 3 modem and just see if it works. 
I'm getting tired of the evil empire. Might have toi switch back to AT&T again just to show how pissed off I am. 

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Jerry_C82

Visitor

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8 Messages

@user_761396​ turn off advanced protection

3 years ago

0

Will-R

Visitor

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2 Messages

3 years ago

Update: 

The port forwarding gui is now working for me, and I was able to make changes to my 'forwards'.

I didn't reset my router, and I'm guessing that xfinity fixed something - thank you.

1

user_91ee02

Visitor

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13 Messages

@Will-R​ I'm at work but I saw this notification at lunch, just checked the website and the app, and you're right. Finally! Now let's hope they extend this act of kindness and let us keep the website interface. Either way, hoping this resolved for everyone. Haven't had the chance to check if the forwards work, but the interface seems accessible/fixed.

3 years ago

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