Ongoing Connectivity Issues with XB7/XB8 Setup – Request for Resolution

Dear Xfinity Support Team,

I hope this message finds you well. I’m writing to share my experience regarding an ongoing connectivity issue that began approximately two weeks ago, along with my efforts to resolve it.
Initially, I was using an XB7 modem in bridge mode with an Amplifi Alien router, and the setup worked flawlessly until the recent series of storms in our area. Following the disruptions, the connection to my router stopped functioning altogether. I reached out to support multiple times—while some Tier 1 representatives dismissed my concerns, one individual truly went above and beyond within her means, and I greatly appreciate her dedication.

To further troubleshoot, I upgraded to an XB8 modem. Although bridge mode was disabled by default, the router received internet normally until I attempted to re-enable bridge mode. Upon doing so, the same issue resurfaced—my mesh system lost synchronization, and the connection stopped working. I tested various ports (primarily Port 4), attempted multiple devices (including an Xbox and security cameras), all of which confirmed internet signal was being transmitted.

However, a recurring problem I noticed is that devices do not appear correctly in the admin settings—even wired devices required repeated reboots before being recognized. This has made managing and monitoring my network extremely difficult.

Given the time and effort I’ve invested, I’d appreciate a more thorough investigation into what’s causing the issue with the XB8 bridge mode and mesh connectivity. If there’s any additional configuration, compatibility issue or firmware update required, I’d be grateful for your guidance.

Thank you for taking the time to review my concerns. I look forward to your assistance in resolving this matter.