K

Visitor

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4 Messages

Monday, March 10th, 2025 3:17 AM

XB8-T port forwarding function never works on my app

I have been using xfinity service for many years and I am currently using XB8-T. I was trying to open the port for my synology NAS via the app for many times during since last spring, and I have been receving the "We're Having Some Trouble" forever. 

Searched here and I saw people have been complaining for years. Please let me know how to do it?

Official Employee

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1.5K Messages

22 days ago

Hello KJChicago was this a port forward that you already had set up?  When using the following navigation details, is this already active? 

 

In the Xfinity app, navigate to Wi-Fi > View Wi-Fi equipment > Advanced settings > Port forwarding.

 

Visitor

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4 Messages

No. I did try your way many times during the past year and it has never been setup successfully.

Official Employee

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900 Messages

What kind of troubleshooting steps have you taken from your end? Uninstall/reinstall the app? Logout/login? Update Xfinity ID password? Attempt the process on another device while connected to the in-home network and through the WiFi network? 

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

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4 Messages

Other than changing my XFINITY ID, I have tried all the rest many times, from Samsung to Apple devices, both phone and pad. I think it should be no difference than uninstall and then reinstall or logout then in.

(edited)

Official Employee

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900 Messages

Thank you for providing the steps you've taken on your end to assist the community with troubleshooting steps to potentially assist with a port-forwarding issue through the Xfinity app. If you could please send me a DM with your first and last name along with your full-service address, we can get started putting in a ticket to our advanced support teams for the Xfinity app.

 

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.

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.
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Expert

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109.5K Messages

15 days ago

@KJChicago @XfinityBradM 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

Visitor

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4 Messages

14 days ago

Update:

If you don't have time to read the lengthy report, just read the bold lines. that is one makes mine working. though nobody knows why it went that way and nobody can predict if it will not be changed due to some other irrelvent changes. 

Day 1:

Was able to get some response by using direct message method. but their response is slow, ususally takes 30 mins to an hour to get a response to your input. So after like 20 hours, they are still trying to understand the situation. 

From my side, I played around the app, and tried to change my DHCP server starting address from original x.x.x.2 to x.x.x.100. Now I can pass the page that has been giving me an error for years!!! So now, I can add port forwarding rules now. This is good part.

The bad part is, the port forwarding always point to a WRONG IP -- always to .100 -- the starting IP of DHCP. I then tried to change the DHCP starting IP back to .2. I can still pass port forwarding page that gave me errors for years, but always ended up with .100 as the reserved IP. Somehow the router (XB8) keeps thinking my NAS using x.x.x.100 as the ip, but in fact my NAS has been using x.x.x.5 for ever!

Searched around in this forum, and found many people reporting this issue and no solution is provided. almost all posts ended with a 'Direct Message" method. So I guess and hope they can solve it with some advanced support?

Day 2:

The support asked many questions, including to provide the screenshot of the Device List on the app, as well as the screen shot on the Reserved IP by login into XB8 directly. Both sites confirmed that my NAS has .5 address, and has never been set to .100 address. then they suggest I disconnect all the other devices except my NAS and try to setup again -- a bit ridiculus ha? cause I assume at least I should have my phone connected to run the app! well, I tried my best to disconnect everything exccept my phone (via wireliess) and my NAS (wired to Modem), still the same thing. 

After this I ran up my patience -- all the changes I tried above is paired with a restart of the modem to make sure it takes -- too many compliants from family members! I just chose to assign my NAS .100 address. and now it works. However, a lot of other configurations for my other service needs modify. All the related apps on phones, tablets, and TVs, fire TVs, as well as some control app on my NAS need to update. 

My journey is over. Will not update.  

(edited)

Contributor

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39 Messages

Wow, what a strange bug.... this situation makes me think that absolutely no one at Xfinity has ever tried actually using the port forward feature. I personally know that this has been a problem for many years. As always, the party line is that if you want control over features like this (so that Xfinity or anyone else doesn't screw them up), then if at all possible buy your own router!

Expert

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109.5K Messages

14 days ago

@KJChicago 

Thanks for updating your topic ! Hope you get a final solution ! Best of luck with it !

Frequent Visitor

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10 Messages

I found this thread as I was searching on the same problem. In my case, I am trying to forward a port to 10.0.0.253, which is a reserved port, and the port forward screen says successful but shows the device as 10.0.0.161 (reserved). That IP address is not used by any device on my network. Oddly, I have a second PC, also with a reserved IP address, to which I'm forwarding a different port. That one works fine.

I suppose I could try what you did, and reserve my device on 10.0.0.161 instead, but I, too, would like to understand why such a simple router function is broken on the XB8.

Official Employee

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2.1K Messages

 

boblinthewild, I appreciate you providing your insights as well. After working on various posts on Forums, I have seen this feature work from some while others report consistent issues. I've tried a few troubleshooting steps as well, and the feature doesn't always work as expected. Like the OP, we generally request a direct message to get a complete understanding of the concern and open any additional tickets with our support team. If you're open to explore this route, we can do our best to help. 

 

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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