jsean.hoyle's profile



2 Messages

Wed, Aug 4, 2021 9:57 PM

Issues since new Xfinity Gateway arrived

I have been on the phone with Xfinity reps for approximately 8 hours last night and today.  This has been unbelievably frustrating.  I received a "new" XB3 gateway on Monday.  I have no idea why I was sent a new gateway because I was not having any issues at all.  According to the letter that was in the box, there was an issue with my gateway.  If there was, I could not tell.  I plugged in the new box and ran a setup.  Everything seemed to be working fine because I had access to the internet and could stream Netflix on my Xbox.  Last night (8/3) I tried to play one of my online multiplayer games and was never able to connect to the ingame severs.  I checked my settings and setup port forwarding and verified that UPnP was enabled, it was.  Rebooted the gateway and my xbox with no luck.  I called xfinity and the rep was unable to help so she elevated my call.  The second person redid the same things I had done with the port forwarding, but it did not help.  She thought she had fixed the issue, even though I told her she had not.  It was late so I figured I would try again in the morning.  This morning I called and spoke to another rep that was confused why I ordered the same gateway I already had.  Again, I did not order a new gateway.  She attempted to reset the gateway and a few other things to no avail.  While I was on with the rep, I logged into to look at the admin settings.  To my surprise, I was not logging into my gateway.  I was logging into my neighbors.  I tried to explain to the rep, but she did not understand.  I could be wrong, but the name of the gateway was the same as my neighbors Wifi connections.  She could never understand that I was logged into what I perceived as my neighbors gateway.  Before we ended the call, she said I needed to replace my XB3 gateway with an XB6.  I told her to send me one.  I have started experiencing issued with the VPN I have to use with my work laptop.  It almost constantly connects and then drops the connection.  I am assuming this issue could be multiple items.   I just want someone to help.  I have called Xfinity at least 5 or 6 times in the last 24 hours and cannot get anyone to fix an issue that started when I setup the gateway they sent.


Official Employee


147 Messages

1 m ago

Hello @jsean.hoyle, thank you for reaching out to us for help with your connection and Gateway settings. We understand the importance of having access to your network and we will be glad to take a look at this in more detail. To get started, please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page. 


Here are the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" 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


Let me know if you have any questions.

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