Unable to use with Eero mesh system

@XfinityLamont​ Yes, when I have the Comcast modem in bridge mode I am able to connect to all my devices which tells me that the Eero router system is working fine.  Yet the only issue is the Comcast modem is still in setup mode and at times the modem seems to go offline and then I don't get service.  Sometimes it works for 5 mins, then off 5 mins, then may work an hour, be off a half hour, etc.  I think this is likely due to the modem being in setup mode.

@MarkWGL Thank you for the detail. Do you have the same issue if you remove the Eero system completely?

Any resolution here? I’m having the SAME EXACT ISSUE, and took all the same troubleshooting steps to no avail. The eero troubleshooting loop has me calling my ISP (comcast).  Something must have changed with this Arris modem. My Eero system went offline overnight on Wednesday, June 1st into Thursday, June 2nd. 

@BigRedDog80​ 

I’m having the exact same issue. Xfinity modem/router in bridge mode, working fine with an Eero 6 system. The system went down around June 2nd, and I was able to get it reset, then down for good earlier this week. I ordered an Arris S33 modem and went through swapping out my Xfinity modem for it. Xfinity rep claimed they could see the connection, but the Eero system never could get a connection. I switched back to the Xfinity modem/router, but the Eero was still not able to connect to the internet. Then I disabled bridge mode, and the Eero system was able to connect successfully. Really confusing. Any ideas?

@XfinityLamont​ We purchased the eero 6 a couple of months ago.  When I initially installed it everything was fine for a couple weeks.  Then we began having trouble, not necessarily with our internet, however we also have Xfinity Home Security system (sensors and cameras) which includes a touchscreen and a touchpad by the door.  We were unable to arm/disarm our security system using the Xfinity Home app because the touchscreen kept getting disconnected from WiFi.  Long story short, we discovered we needed to enable bridge mode on Xfinity app because we had a double NAT with two routers.  A technician had come over before I enabled bridge mode and thought we simply needed to have a different WiFi name for our touchscreen to be connected too.  According to eero tech support changing the name doesn't help at all.  We had to enable bridge mode due to 2 NAT's which makes sense.  However, after a couple weeks we still had issues with some of our devices dropping off the network and our Xfinity home app was not providing the information for our security system.  The app is supposed to allow us to see our cameras and talk if we need too.  We were unable to do so.  So here we go again, I called eero (because Xfinity techs simply are not well versed on wi-fi extenders and mesh systems).  The eero tech support recommended that we disable bridge mode on Xfinity modem/router and enable bridge mode on eero.  He said we will then gain full functionality of Xfi and the eero extenders will still do their thing.  Either way, whichever router we use there are going to be some functionality we use either on the Xfinity side or eero.  The eero tech support was very good about letting me know of the functionality we would lose (we weren't using anyway).  So we decided to disable bridge mode on Xfinity modem/router and enable bridge mode using the eero application.  Again, we are haivng the same issues.  This tells me there's something with Xfinity modem that does not seem to work with extenders...???  We are paying good money for our bundle TV/internet/home security and which Xfinity was more up to speed on this technology.  We have a 3000 square foot home and large garage and patio.  The reason we got the eero wi-fi extenders is because the Xfinity internet installation guy recommended it as our wifi connection on one side of the house was very weak and we only have two options to place our modem/router.  Just need for our internet/wi-fi to be stable and stop dropping devices, especially our home security touchscreen.

@EG I'm definitely considering that. I used to own my modem many years ago and when I moved just went back to renting but as you said why overcomplicate things so I may be doing that at some point in the future or sooner if I don't get this resolved.

@MarkWGL​ Good luck !

@MarkWGL​ I have been having this same issue that you describe, but note - I tried to swap out the Xfinity gateway for the Arris S33 and it did not work. Called Xfinity, transferred

service over, and had the same lack of connectivity. Swapped back to the Xfinity gateway and got it out of gateway mode, and now the eero is working again. 

@MarkWGL​ fyi I tried swapping to an Arris S33 and the Eero connectivity issues continued. So, this is not a fix. 

@EG​ 

You can’t get unlimited data without their modem.

@BigRedDog80​ same, see above. Have not been able to solve it except to have the Xfinity router in front of the Eero system. 

@BigRedDog80​ Unfortunately it's still not resolved.  I just can't figure out if it's something Xfinity changed on their end or if there is an actual problem with my Eero system. I want to purchase the new Eero system that is out.  Yet if I'm going to have this problem again no reason to make that purchase.  I'll let you know if I come across a solution.

I am sorry to hear that you are having the same issue. Have you reached out to the manufacture of the device you are trying to connect for additional support? 

@XfinityDena​ can you confirm what settings changed on Xfinity around 6/2?

@PNW_Sean​  My new modem fixed the issue. The new modem didn’t need bridge mode for the eero setup. One of my Eeros needed a hard reboot it other than that, it was seamless. 

@user_c27c6f​ It. is frustrating and to me makes no sense how it has been working all this time only to one day stop working like this.  It's hard when you deal with two devices like this.  Like you said Comcast blames Eero, Eero blames the modem.  I've wondered if it has something to do with one of the Eero firmware updates or even a modem firmware update or something Comcast did on t heir end.

I am still trying to troubleshoot.  Yet Amazon Prime Day is coming up and I'm considering getting the new Eero system that came out this spring.  It is supposedly going to be 20-30% off.  As well figured I can maybe get my own modem instead of using the Comcast one with the router built in.  I may never find out what's going on now but it may resolve my problem.

Hi there! Just checking in as promised to see if you were able to speak your wife about the packages?

Same issue. For years worked fine, within the last two weeks if the xfinity loses internet while in bridge mode it won’t reconnect to the eero. I have to take it out of bridge mode, then put it back in bridge mode. It only works until the xfinity loses power, then I have to take it out of bridge mode again. 

Hey, @umguy I would love to help and see what we can do to get this resolved. 

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/3KQF8q9r fo an example.

That sounds like a plan @BigRedDog80! Let us know if this helps clear up the issue that you were having or if it continues so that we can further assist you here.

My new modem was installed seamlessly. We’ve had NO ISSUES so far! The Eeros are all functioning normally as well. The notable difference in setting up this modem was that bridge mode was no longer needed for the Eeros. IMO, that’s more user friendly and a great set-up process improvement by Xfinity.  Probably it will be appreciated during future troubleshooting endeavors. 

Hi there - which Xfinity modem are you now using that's working with the eero's? I would like to try that.

Hi @user_e2c68a, I'm sorry to hear you're having the same issues with your connection. I would like to take a closer look at your account details and review any notes or next steps left by the technicians to help resolve your connection concerns. 

Could you please send our team a direct message with your full name and full address? 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or DM

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 DM for an example

@Cal_nor3636​ I'd like to add that I've tried connecting to the gateway with my pc through ethernet. This does not work, narrowing the issue down to being a "bridged gateway" problem - which should help? 

Hey there, @Cal_nor3636. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

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.

Why DM?  There are a lot of people with the same issue.  Post troubleshooting steps / resolution for all to see.  

Disabling our Xfinity Wi-Fi hotspot usually does the trick for these devices. Here's some info on how to https://comca.st/3ut4CEB. Hope this helps! 

@user_f91f99​ I bought the new Eero system that came out this spring, even though I have issues with my current system.  I was hoping the new system may work better plus wanted to buy the new system while it was on a Prime Day sale at 40% off.
I have yet to test it with the modem in bridge mode.  Yet I also bought a Motorola modem on a prime day sale so am waiting for a time to hook that up.  I'll see what happens once I use that along with the Eero system. 

Clearly Comcast has done something on their end.  Half of me feels they did it on purpose and the other half feels not on purpose but they aren't motivated to fix it.  They have their pod system for a mesh system and make more money if they can rent equipment instead of having customers buy their own equipment.

Exactly the same situation here as you have. Clearly the “upgrade” changed something and the eeros no longer work. 

Hey there, thanks for reaching out through Xfinity Forums! We would be happy to help you with using your Eeros mesh system. Have you tried any troubleshooting steps? Also, have you tried reaching out to the Manufacturer to help with connecting?

Just getting back to this.  I did go through trouble shooting steps with Xfinity. What worked for me (thanks to both Xfinity and Eero) was:

(note Eero had been up and running in Bridge mode prior to a maintenance change, so it was all set up).

Put the Xfinity unit into bridge mode.

After it comes back up disconnect all the LAN devices from the back of the xfinity unit. I had 3.  The eero and two computer connections.

Power down the Eero.

Connect the Eero to LAN port 1 (with the red dash beside it.  Any LAN port should work but the Xfinity rep recommended this port)

Power up the Eero.

I DID NOT reconnect the other two devices, instead I put them on a switch installed downstream from the Eero. Apparently having them plugged in when the modem is in bridge mode should never have worked (or not reliably anyway).

Everything worked and has continued to work fine since then.  Thanks to Xfinity and Eero for the support and fingers crossed it all stays up!

@DW101 - That's great news! Thank you so much for taking the time to revisit this post and share your results. I suggest moving your comment as a direct response to the original post and tagging the OP to see if it can be marked as the solution :) Thanks again for the update!

@user_a60b62​ Very discouraging!  It is just odd how this setup worked fine and then all of a sudden stopped working.  I had the previous generation Eero system plus the comcast modem.  I recently upgraded to the new Eero system that came out recently but have not tested it with the modem in bridge mode yet but will try to give that a try this week.  

I ordered the Motorola modem also recently.  My idea is there's clearly an issue with putting the Comcast modem in bridge mode and using only the Eero system.  For this reason my idea was just flat out use the Motorola modem with Eero system, no reason to use bridge mode, problem solved.  Plus save $14/month.

Problem seems deeper though since now I've had several people say it won't work with that type of setup of a regular modem plus Eero system.  I wonder if it would work with other WiFI router or mesh systems or if this issue is specific to Eero.

I believe Comcast had to do something on their end. I just don't see what Eero could have done with a firmware update to cause this.  I don't know if Comcast did it on purpose or not but I wish they'd fix it.  I just hope maybe there is something Eero can do to provide a workaround in a future update and once it works it works.  If I get it working I'll be returning my modem to Comcast at some point but then if this issue happens again I'll have on backup of using the Comcast modem for Wifi.

I got a good deal on the modem so am going to hold onto it for now.  I'm not ready to go through switching things just to most likely have this issue.  I'll see what feedback I see on these groups and maybe wait for an Eero update or two and then try it again.  Frustrating though!

Hello @user_a60b62. We would be happy to help with your modem and router issues. I see you sent us a private message. We would be happy to continue assisting you there.

I would love to take a look at this with you, @MarkWGL. Have you confirmed that the modem you did purchase is part of our certified to work with Xfinity, modem list? You can see the different modems by visiting https://comca.st/3oRz5s3.

@XfinityCam​ 

I sent a private message 2 days ago. Did you get it? When should I expect a reply?

Hey there. I'm happy to see you back. I sent you a private message immediately after sending you the public message. Are you not able to see it in your private messages?

Hi there, @user_9b90b6 I'm truly sorry for the inconvenience you are going through with your Internet service. I appreciate the time you took to make us aware of your service concerns. Please send me a DM with your full first and last name along with your full service address so that we can assist you further.