Wireless router not able to connect to internet through Xfinity modem

I recently purchased a TP-Link AXE5400 wireless router to take over managing my home's wireless network from my rented xfinity modem (model XB7-CM). I enabled bridge mode on the modem and followed the simple steps provided by the wireless router to set up a new wireless network. However, while everything else set up easily, right from the start the new router showed an error light for internet connection, despite being connected to the modem via an ethernet cable (I tested, both the port and the cable worked fine to connect my PC to the modem). I went through all the troubleshooting steps provided by the router (including doing a factory reset on the router and setting it up again from scratch) but no internet connection. I restarted both the router and modem multiple times and even tried resetting the modem's MAC Binding by unplugging the coaxial cable for five minutes. Nothing worked. I tried using the xfinity virtual assistant but as always it was no help. The best it could do was schedule me an appointment with a technician four days from now.

Hopefully someone here can provide additional fixes I have yet to try. Thank you for your assistance.

Responses

XfinityAmandaB

Official Employee

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2.2K Messages

23 days ago

user_trto2u Thank you so much for reaching out for help with setting up your connection with your new router. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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GrannyW

Contributor

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27 Messages

22 days ago

Why are you enabling "bridge mode" on the cable modem? I haven't used a Comcast issued cable modem in quite a long time, but I imagine leaving it in its default mode should work fine with a wireless router. In other words, if you're able to connect a PC directly to the cable modem and get online ok, you should be able to do the same behind a wireless router. I'm also using a TP-Link wireless router. :)

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BruceW

Gold Problem Solver

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26.4K Messages

22 days ago

Why are you enabling "bridge mode" on the cable modem? ...

Because their rental "cable modems" are almost always modem/router/eMTA gateway devices. Connecting a stand-alone router to a gateway that is not in bridge mode results in an undesirable "double NAT" condition. Enabling the gateway's bridge mode turns off its router functions and avoids the "double NAT" condition.

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U

user_467y4m

Visitor

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1 Message

11 days ago

Routers TP-LINK ax55 and c54 do not see the internet also 2 linksys wireless routers and, if that's not enough, TP-LINK Omoda ER605. One of the Linksys worked till last Fridar 5/10/2025.

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XfinityVictor

Official Employee

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1.4K Messages

user_467y4m Hello, are you still having service issues?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Reply

9 days ago

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EG

Expert

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110.5K Messages

10 days ago

@user_467y4m

Is this with an Xfinity gateway device ? Are you power cycling / rebooting it after placing it into bridge mode ? And each and every time that you change the device that is being connected to it ?

(edited)

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Your Home Network

user_trto2u