Port Forwarding error "We are having some trouble"

@abeasom​ I agree, it "should" work on them all. The only question is, how long till it is fixed? This started a year ago and still not addressed. Not even sure the right people know about it.

@abeasom

From the forums chatter it looks like most folks are having port forwarding with this specific model and like @gtapro151 pointed out we do need to get it to the right people. From a support perspective, the tools we have immediately available to us are a bit limited since the majority of our troubleshooting inquiries tend to be on the lower end of the technical spectrum goes.

In instances like these we have to gather official accounts, submit the appropriate tickets and open a case proper. Tickets have to be submitted for each account so the folks who do work this type of concern can have an accurate scope and scale of the issue. It's tough for us to just guide them to a forums thread because they can't pull the account data from a forums username unfortunately.

So the ask from us (myself and the other XfinityOfficial employees) would be to send us a DM so we can open a ticket and send it to the appropriate team. So we don't lose your messages to the void (given we get thousands a day) we ask that users do not send a message until advised to do so by an official employee, whether on their own thread or a comment on anothers thread.

I hope this helps clear things up--I know scrolling through folks have been dealing with this for some time but as it stands I couldn't find a single thing on the active issues board, meaning no account data has been submitted for affected accounts.

@XfinityBrie​ 

Just wanted to add to the growing list of users who are having the same problem. I spoke to a few agents yesterday using the support tool online, and they said they would open a ticket about the issue but I have not received any word and... according to what you're saying here, it's not even present on the 'active issues board'. The lack of ability to even monitor these tickets on our end is also somewhat disheartening as we can't even see if they exist.

Can we please get some follow through with this? How else can we make this issue known? 

@XfinityBrie​ 

should I send you a message then?

I am speaking with some employees on Reddit and they state they put in a ticket, but I have not seen though. Someone did call yesterday, but asked if my TV service was resolved and if the tabs in my app were working……

Afterwards they transferred me to the Wi-Fi team and while we were talking they rebooted my Gateway, which in turn disconnected the call. It’s all a little frustrating…

@abeasom

Yes, you can send us a DM here and we can open a case for it. From the description it sounds like the ticket was routed incorrectly.

To send a direct message:

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

• Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3mw2R4D
• 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.

We ask that you please include your name, the account holder name (if different), and the service address alongside your inquiry so we can best assist. 

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.