VPN Disconnecting

Hello,

My VPN disconnects during uploads when connected via WiFi on my Xfinity XB7 router.

Key findings:

Issue occurs ONLY on XB7 WiFi (both 2.4GHz and 5GHz)
Wired connection works fine
Using a Netgear extender as AP works fine
Other coworkers with Xfinity XB7 and XB8 routers report same issue, though some with identical models do not
Multiple forum posts report this issue with no clear resolution

Since both wired connections and 3rd party access points resolve the issue, I would say this rules out the ISP connection and points directly to something on the Xfinity router itself.

Are there any options available to modify on the Xfinity Gateway to resolve this issue? Note: Advanced Security is already off.

Anyone else seeing similar issues?

Thanks!

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MikeB39A

Problem Solver

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706 Messages

2 days ago

VPN disconnections during heavy uploads on Xfinity XB7 gateways, especially over WiFi,

often stem from aggressive security settings, band steering (switching between 2.4/5/6GHz), or high latency. Common solutions include disabling Xfinity Advanced Security, separating Wi-Fi bands (SSIDs), or lowering firewall settings in the admin tool.

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user_05cp2i

Visitor

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3 Messages

Thanks for the suggestions. To clarify a few things:

The issue isn't with heavy uploads – even a basic Google speed test causes the VPN to drop specifically during the upload portion of the test.

I've already ruled out band steering by splitting the network into separate 2.4GHz and 5GHz SSIDs (the XB7 doesn't support 6GHz). I've also been conducting all testing with Advanced Security disabled.

Regarding firewall settings – I'll take a look, but I'm skeptical this is the root cause. If it were firewall-related, I'd expect to see the same behavior with my 3rd party access point or possibly wired connection, which isn't happening.

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2 days ago

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user_05cp2i

Visitor

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3 Messages

I've tested with the firewall set to Custom (down from Low), and the issue persists.

At this point, I've found multiple documented cases of this exact issue with Xfinity and VPN connections:

What I've already tested:

Advanced Security disabled
Separate 2.4GHz and 5GHz SSIDs (band steering eliminated)
Firewall settings adjusted (Custom and Low)
Confirmed issue is XB7-specific (works perfectly on wired connection and 3rd party access point)

The pattern is clear, VPN drops only over Xfinity WiFi. Judging by the various post across a different variety of forums this appears to be a known issue.

Is there a firmware update that addresses this?
Are there any hidden/advanced settings that can be adjusted by support?
Or is bridge mode with a 3rd party router the only viable solution?

I think most folks would prefer to use the provided equipment reliably over purchasing something else.

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1 day ago

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XfinityAdrienne

Official Employee

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1.8K Messages

5 hours ago

Good Morning, @user_05cp2i! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I do apologize for the experience with your connection while using the VPN, it certainly is not what we want for our customers. Thank you so much @MikeB39A for sharing those troubleshooting steps.

I do appreciate you sharing all the steps you have completed, and I would like to further troubleshoot with you. Can you send a DM to get started?

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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