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user_nbl603
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Tuesday, January 7th, 2025 1:59 PM

Port forwarding we're having some trouble

I am getting the message "We're having some trouble. Please try again.  If the problem persists check back later.  This has been a week of trying.  Same result.  Power-cycled the modem several times with no change. We are trying to establish a new port forward.  The device does show up in the list.  After selecting it and the port we get that message.  Tried this on the app which has been installed for some time.  Also tried it on a different phone with new install.  

Modem: XB7

Vendor: Technicolor

Revision: CGM4331COM_7.6p10s2_PROD_sey

It seems since I can get to the port forwarding option and the modem recognizes my device I should be able to configure the port forward.

Are there additional troubleshooting steps?

Do I need to replace modem?

Asking here because getting through to a human for tech support on the phone or chat is nearly impossible.

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25 days ago

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user_nbl603

8 Messages

28 days ago

I should add that I read numerous posts on this issue and suggestions did not resolve for me.  Several posts ended with an Xfinity member sending a link to message them so the resolution is not known.  I had hoped to get a link from a support person.  For those that solved this issue did you need to replace the modem itself?

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XfinityRaul

Official Employee

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1.7K Messages

27 days ago

Hello, @user_nbl603. I appreciate you making us aware you're having issues setting up this new port forward even after troubleshooting on your own. To make sure we're not skipping a step, can you please visit this link and follow the instruction's user_nbl603https://www.xfinity.com/support/articles/xfi-port-forwarding?

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user_nbl603

8 Messages

Hi XfinityRaul, thank you.  Yes those are the steps we followed.  We found the place in the app and the device does show up as a recognized device.  It's just at the end when you click next we get the message listed above.  

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27 days ago

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XfinityRaul

Official Employee

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1.7K Messages

Thanks for confirming you've been following the steps provided in the link I shared, @user_nbl603. Have you tried setting up the port forward through the Admin Tool?

 

If not, here's another link that shows you how to do it https://www.xfinity.com/support/articles/port-forwarding-xfinity-wireless-gateway

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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27 days ago

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user_nbl603

8 Messages

Hi,  So we had originally tried to program the port-forwarding from the modem programming interface.  In the Port Forwarding section you cannot do anything.  There is a message telling you to download the app to set up port forwarding.  I am logged in as the Admin so I should be able to configure it but it will not allow mw.

Also the original document indicates port forwarding will not work with static IP's.  That doesn't make any sense.  Regardless of that the modem only allows you to setup "Reserved IP"  so that is what we have.  

(edited)

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27 days ago

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XfinityShawn

Official Employee

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1.2K Messages

 

user_nbl603 We appreciate that update as we know this can be stressful when trying to get things to work. Are you needing any further assistance since being on Reserved IP now?

 

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27 days ago

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XfinityRaul

Official Employee

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1.7K Messages

@user_nbl603 You mentioned on the original post that the device you're trying to set up the port forward to appears on the list of equipment. Are you able to delete it and then search for it again?

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

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