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user_c28j64
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Thursday, July 3rd, 2025 4:46 PM

port forwarding on customer owned modem

I can't forward any ports, and I can't even ping my home computer from outside the local network.  It looks from googling that turning off "advanced security" might be the answer, but I can't figure out how to do that.  All the instructions say to go to the "security tab", but my Xfinity app doesn't  have one.  The Overview tab does say that "advanced security" is turned on, and there's a link to click to find out more but it just gets me back to the Overview tab.  I'm going to be doing some traveling, and it would be good to be able to get access to the home computer from away.

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1 day ago

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user_u1aaq0

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42 Messages

2 days ago

Port forwarding can only be done on a router or gateway. A modem does not have this capability. Do you have a gateway or modem and router or just a modem?

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user_c28j64

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5 Messages

I have a router.  The port forwarding was working fine, and suddenly stopped.  Ping always worked before as well.

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1 day ago

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EG

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111.5K Messages

2 days ago

@user_c28j64 

Those settings aren't there because the Xfinity App doesn't work with third-party / customer-owned devices. It only works with Xfiinty's rented gateway devices.

Consult the owner's manual from your device's manufacturer to learn how to perform port forwarding.

(edited)

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user_c28j64

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5 Messages

I know how to perform port forwarding.  Something comcast is doing is stopping it (as well as pinging).  The "advanced security" seems like a possible suspect, and the Overview says it's on, but doesn't give me any way to turn it off.  People on this forum claim to have gotten customer support to turn it off for them, but I can't figure out how to get a human customer support person.  The bot keeps asking me whether my connection is down or only slow.

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1 day ago

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user_c28j64

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OK, so if that's not what's blocking it, what is, and how do I turn it off?  It was working until a few weeks ago.

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1 day ago

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XfinityBenjaminM

Official Employee

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2.2K Messages

 

user_c28j64 Can you please provide more details on the modem you are using (and router if they are separate)? If you can just provide the Model Number for these, that would be very helpful. As @EG mentioned, the Advanced Security is only a feature from the modems our customers rent from us. Outside of that, it is very unlikely we are blocking something you are attempting to do with your own equipment.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 day ago

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user_c28j64

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The modem is an  ARRIS (S33) - Cable Modem

The router is a tp-link AX3000 archer AX55

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1 day ago

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XfinityBenjaminM

Official Employee

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2.2K Messages

Thank you for the additional information. You would need to set port forwarding up through the router's interface. Usually, third-party routers like this have a login for you to use to be able to set up more specific features like port forwarding. We would suggest contacting the manufacturer to get assistance with this. We believe you had mentioned in your previous post that it was working previously, which tells us there is a possibility there may have been a firmware update and that may have caused it not to work properly.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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1 day ago

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EG

Expert

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111.5K Messages

1 day ago

@user_c28j64 

Their Advanced Security feature is not in operation with third-party equipment. It only works with their gateways.

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EG

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111.5K Messages

1 day ago

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They may be able to assist you. Good luck !

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