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user_og7jk7
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Saturday, December 28th, 2024 2:55 PM

xfinity support

I have checked several posts about how to disable the xfinity hotspot on my modem/router. The wifi hotspot is causing a double nat situation with my VOIP phone and I can't receive calls. 10.146.200.107 is still broadcasting. I put the xfinity modem in bridge mode and disabled sip alg on my tplink router but xfinity is still broadcasting 10.146.200.107. After doing some research it looks like this is caused by the wifi hotspot. I tried to disable the hotspot on both the xfinity app and via this the link provided in this post https://www.xfinity.com/support/articles/disable-xfinity-wifi-home-hotspot but nothing works. Is there a setting that I can change on the modem to stop the wifi from broadcasting?

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27 days ago

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XfinityAngie

Official Employee

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1.7K Messages

2 months ago

@user_og7jk7, Thank you for reaching out to Xfinity Support. Give this a try and let us know if you are still having trouble: 

To disable the Xfinity WiFi Home Hotspot on your modem, you can follow these steps:

  1. Using the Xfinity app:
    - Go to the Xfinity app and sign in.
    - Navigate to WiFi > View WiFi equipment > Advanced Settings > Xfinity WiFi hotspot network.
    - Slide the toggle to the left to disable your home hotspot.
  2. Through your account:

- Visit customer.xfinity.com/#/settings/security/hotspot.
- Sign in to your account.
- Click **Turn Off** to disable your public hotspot.

Remember that it may take up to 24 hours for the change to take effect on your Wireless Gateway.

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user_og7jk7

8 Messages

Angie,

What you are suggesting is what I tried before. The link that you provided was not working on Friday but it is today and I checked and it shows the hotspot as being disabled. However, I was able to disable the hotspot using my xfinity app but I still have a problem. (It's been over 24 hours) I still can't receive calls on my VOIP phone. I ran another tracert on google and it is now showing   2    15 ms    10 ms    11 ms  172.20.21.254
  3    14 ms    12 ms    12 ms  172.20.22.3

Both IP addresses are private  still indicating a double NAT based on what I've read.

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2 months ago

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XfinityAngie

Official Employee

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1.7K Messages

 

user_og7jk7, Thank you for getting back to me and for giving it a try. 

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's 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

 

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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2 months ago

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user_og7jk7

8 Messages

Just sent  a message. I actually had sent one 2 days ago but no response. I redid the tracert as I realized I was running it with my VPN on but when I reran the tracert without the VPN the results were still the same with the same double nat IP addresses.

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2 months ago

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user_og7jk7

8 Messages

Still waiting for help from Xfinity. Issue was sent for additional technical support after I DM'd directly. No word.

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2 months ago

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XfinityJeniece

Official Employee

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2.8K Messages

We are showing our Advance Support Team states you would need to reach out to our Voice service provider for more support with troubleshooting. We really appreciate you time in reaching out and let us know if you have any additional questions! 

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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2 months ago

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user_og7jk7

8 Messages

27 days ago

Well I called on Monday and my request was escalated and no one returned my call or investigated further. I just called today and spoke with a very helpful agent who ran through trouble shooting with me but ultimately no one can tell me what the 10.146.200.107 IP address is. It is a private IP address and that is what is causing my double nat. Basically I've given up because I can't get a satisfactory answer from Xfinity.

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XfinityBenny

Official Employee

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789 Messages

@user_og7jk7 Thanks for posting the results. The unknown IP can be isolated by resetting the modem to factory settings, and then adding your devices one by one, and checking the IP's listed on your network each time. That will verify what device that IP comes from. 

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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27 days ago

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EG

Expert

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108.8K Messages

27 days ago

@XfinityBenny 

FWIW. It's not LAN IP's that are being discussed here. It's WAN / public IP's.

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