U

Visitor

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1 Message

Sun, Sep 5, 2021 2:46 AM

Port Forwarding Isssue

I am trying to port forward on my xfinity gateway and no matter what I do for the last 2 weeks it will not allow me to configure port forwarding.  I called xfinity tech support 3x and all 3x it was a nightmare.  1st time I was being asked the most basic questions about lights on the gateway for 30 min and then she went to escalate and sent me over to the NUMBER Porting for the phones!  I called back for the 2nd time and was promised a call back from an escalation team (repair group) and was even given a case number and never received a call back but did get a message saying my case was resolved (resolved when!!!)  3rd time I called was on the phone for 2 hours basically teaching the tech about his gateway and what port forwarding is and then I begged him to please escalate and he put me on hold for about 30 min only to come back and pretend he couldn't hear me and he said "since I cannot hear you I am going to disconnect the call now".  I have never been through anything like this with any support line in my life!   

In the new xfinity routers you can no longer configure port forwarding locally (in the Admin tool) there is a message in the admin tool to use the xfinity web portal or the app.  I tried both and they both give the exact same message, " We're having some trouble.  Please try again. If the problem persists, check back later."  It has been 2 weeks and it still won't allow me to configure port forwarding.

I did find a message in this message board with other people having the same issue and they said that they traded in their gateway for a new version and it fixed the issue.  I believe I have the newest model but am not sure?  I have a Xfinity XB7-T Gateway but maybe I have one of the originals and it has an issue... 

The message board also said to factory reset the gateway, I did it and it still did not fix the issue.

I am at a loss, if anyone that had this issue can please share the solution or if someone from xFinity can please look up case CR001673415 I can really use the help.

Thank you!

riled

Contributor

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18 Messages

2 m ago

I feel your pain with the port-forwarding.  The only advice seems to be "reboot the modem" which doesn't change anything.  Given that it's not working, I try removing the port forward to start again, but it won't even let me do that.  Why oh why didn't they just leave this in the "admin interface" on the modem.  I guess someone got that cloudy resume bullet, but it's useless.

Official Employee

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244 Messages

2 m ago

Thank you for reaching out to our community forum with your questions about port forwarding, @user_ee24b9! Although we can't assist with port forwarding for security reasons, I understand that it's sometimes necessary so there's a helpful article that can walk you through the steps through the app here. Are you able to follow those steps for port forwarding or does it seem to be an issue with the app itself? 

Visitor

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1 Message

1 m ago

Xfinity now requires static addresses to be in the DHCP range to add a port forward. Expand your range to include your statics.

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