Unending frustration with Xfinity (Comcast) support

Xfinity support has no way of viewing screenshots, so they cannot properly assist you with complicated issues.

I have spent two days trying to get a Deco Mesh BE63 to work with my Xfinity Technicolor XB8 Gateway. Bottom line is that they seem to be incompatible. A Deco engineer is scheduled to call me, so maybe this will change.

There are fundamental problems with the Xfinity app (on Android at least).

here is no way to edit the list of hosts in the Port Forwarding screen. My problem was that the ip address associated with my device jarfx (a Linux machine) was different than the ip address for the same machine in the list of devices both in the app, and on the XB8 Web page.
The second issue is that when you switch the XB8 to Bridge mode and back again to Router mode, the Xfinity app does not see this, and the WiFi/Manage Devices option disappears.

Here is my frustrating transcript with Xfinity chat support:

--- Conversation on 03/05/2025 ---

JAMES (01:44 pm): how to turn on access point mode

Xfinity Assistant (01:44 pm): The search results do not provide specific instructions on how to turn on Access Point Mode. However, they detail how to enable Bridge Mode on an Xfinity Wireless Gateway, which allows you to use your own router. To enable Bridge Mode, you need to access the Admin Tool at http://10.0.0.1, log in, and select Gateway > At a Glance, then click Enable next to Bridge Mode. This process disables the gateway's routing capabilities, allowing for the use of a personal router instead. For more details, refer to the source .\n For more details see: https://www.xfinity.com/support/articles/wireless-gateway-enable-disabl… this response helpful?

Xfinity Assistant (02:31 pm): There are no outages in your area so I can help troubleshoot your internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?

JAMES (02:32 pm): No Internet access

Xfinity Assistant (02:32 pm): There are no outages in your area so I can help troubleshoot your internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?

JAMES (02:32 pm): Yes, continue

Xfinity Assistant (02:32 pm): Can you please tell me the type of issue you're experiencing with your connection?

JAMES (02:32 pm): No internet connection

Xfinity Assistant (02:32 pm): Hang tight. I'll first check the health of the signal to your home.

JAMES (02:32 pm): My connection keeps dropping

Xfinity Assistant (02:32 pm): Hang tight. I'll first check the health of the signal to your home.

JAMES (02:32 pm): My connection is slow

Xfinity Assistant (02:32 pm): Hang tight. I'll first check the health of the signal to your home.

Xfinity Assistant (02:33 pm): I don't see any problems with the signal to your home. Now let's check your modem.

Xfinity Assistant (04:10 pm): Good afternoon, James. I'm Xfinity Assistant, here to answer your questions as quickly as possible. If I can't find what you're looking for, I'll get you to a live agent. To get started, ask me a question or pick an option.

Xfinity Assistant (04:10 pm): I can troubleshoot your connection if you need help.

Xfinity Assistant (04:10 pm): Your recent statement is available

JAMES (04:11 pm): Having internet issues?

Xfinity Assistant (04:11 pm): There are no outages in your area so I can help troubleshoot your internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?

JAMES (04:12 pm): Yes, continue

Xfinity Assistant (04:12 pm): Can you please tell me the type of issue you're experiencing with your connection?

JAMES (04:12 pm): No internet connection

Xfinity Assistant (04:12 pm): Hang tight. I'll first check the health of the signal to your home.

Xfinity Assistant (04:13 pm): Let me know how else I can help. You can ask me a new question or select one of the options below.

JAMES (04:13 pm): agent

Xfinity Assistant (04:13 pm): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

JAMES (04:14 pm): Internet troubleshooting

Xfinity Assistant (04:14 pm): I see you've tried troubleshooting. You can troubleshoot your connection again, manage your WiFi, or chat with an agent for more help. What would you like to do?

JAMES (04:14 pm): Chat with an agent

Xfinity Assistant (04:14 pm): No problem. I'll put you in touch with a live agent now.

Xfinity Assistant (04:14 pm): Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?

JAMES (04:14 pm): Schedule a call

Xfinity Assistant (04:14 pm): Hmmm, it looks like something went wrong with your request. Please try again later, or ask the Xfinity Assistant a question.

JAMES (04:15 pm): agent

Xfinity Assistant (04:15 pm): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

JAMES (04:15 pm): Internet troubleshooting

Xfinity Assistant (04:15 pm): I see you've tried troubleshooting. You can troubleshoot your connection again, manage your WiFi, or chat with an agent for more help. What would you like to do?

JAMES (04:15 pm): Chat with an agent

Xfinity Assistant (04:15 pm): OK. I'll put you in touch with a live agent now.

Xfinity Assistant (04:15 pm): Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?

JAMES (04:17 pm): agent

Xfinity Assistant (04:17 pm): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

JAMES (04:17 pm): Internet troubleshooting

Xfinity Assistant (04:17 pm): I see you've tried troubleshooting. You can troubleshoot your connection again, manage your WiFi, or chat with an agent for more help. What would you like to do?

JAMES (04:17 pm): Internet troubleshooting

Xfinity Assistant (04:17 pm): I see you've tried troubleshooting. You can troubleshoot your connection again, manage your WiFi, or chat with an agent for more help. What would you like to do?

JAMES (04:17 pm): Chat with an agent

Xfinity Assistant (04:17 pm): Got it. I'll put you in touch with a live agent now.

Xfinity Assistant (04:17 pm): Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?

JAMES (04:17 pm): Schedule a call

Xfinity Assistant (04:17 pm): Hmmm, it looks like something went wrong with your request. Please try again later, or ask the Xfinity Assistant a question.

JAMES (04:18 pm): agent

Xfinity Assistant (04:18 pm): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

JAMES (04:18 pm): Internet troubleshooting

Xfinity Assistant (04:18 pm): I see you've tried troubleshooting. You can troubleshoot your connection again, manage your WiFi, or chat with an agent for more help. What would you like to do?

JAMES (04:18 pm): Chat with an agent

Xfinity Assistant (04:18 pm): Got it. I'll put you in touch with a live agent now.

Agent (04:19 pm): Hi James, welcome back. This is Vishal, please give me a few moments to review the conversation so we can pick up right where you left off.

nullnullAgent (04:20 pm): No worries, I can help you switch to bridge mode.

nullAgent (04:21 pm): So, shall I disable the bridge mode?

nullAgent (04:22 pm): Sure

Agent (04:22 pm): Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please no need to worry and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.

Agent (04:22 pm): Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.

nullnullnullAgent (04:23 pm): We have no access to the Deco Mesh system.

nullnullAgent (04:24 pm): Yes, correct. There might be an issue with the Deco Mesh system. Have you contacted your Deco Mesh system support?

nullnullAgent (04:25 pm): When Bridge Mode is enabled on the Xfinity Wireless Gateway, only one Ethernet port can be used to connect a device. This means that while in Bridge Mode, only one port is active for connection, and any of the available Ethernet ports can be utilized for this purpose. However, the gateway's router functionality is disabled, and you will need to connect your own router to the active port.

nullAgent (04:27 pm): You can try all of them once it's connected; that will work. However, I have disabled the bridge modem.

nullAgent (04:28 pm): Okay !

nullAgent (04:28 pm): I have disabled the bridge modem from my side.

Agent (04:30 pm): 1. Unplug the modem from the power source to turn it off.2. Unscrew the Coaxial cable at the back of the modem3. Wait for 50seconds.4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.5. Plug back the modem to the power source to turn it on and wait for all lights to sync.

Agent (04:30 pm): Please follow the steps.

nullAgent (04:30 pm): Please follow the steps and it will chnage

Agent (04:30 pm): change

Agent (04:32 pm): .

Agent (04:33 pm): Please let me know once it is complete.

Agent (04:39 pm): .

Agent (04:39 pm): Are we still connected?

Agent (04:39 pm): ,

Agent (04:39 pm): I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.

nullnullAgent (04:44 pm): Have you done all the steps?

nullAgent (04:44 pm): .

Agent (04:47 pm): Did you see this WiFi name on your device, lan4116x?

Agent (04:47 pm): Are we still connected?

nullnullnullAgent (04:48 pm): Is your internet working?

nullnullAgent (04:49 pm): Okay! Might there be an issue with the modem? Is it possible to swap the modem at the Xfinity store?

nullAgent (04:52 pm): Okay!

nullnullnullAgent (04:54 pm): Hi James, welcome back. This is Kamal, please give me a few moments to review the conversation so we can pick up right where you left off.

nullnullAgent (04:58 pm): Sure, I am on it.

Xfinity Assistant (05:07 pm): Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?

JAMES (05:07 pm): I put it back to router mode

Xfinity Assistant (05:07 pm): Personalizing and assigning devices makes it easy to organize your network. I can take you to the Xfinity App so you can manage your devices or add a device to your profile. What would you like to do?

JAMES (05:07 pm): Deco just does not like your gateway

Xfinity Assistant (05:07 pm): No problem. Here are your WiFi network's credentials:iHow else can I assist?

JAMES (05:07 pm): I know them

Xfinity Assistant (05:07 pm): I need a little more info. You can try asking a short question like \"When is my bill due?\" or selecting one of the options below.

JAMES (08:04 pm): Troubleshooting

Xfinity Assistant (08:04 pm): What are you having trouble with?

JAMES (08:04 pm): Internet

Xfinity Assistant (08:04 pm): There are no outages in your area so I can help troubleshoot your internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?

JAMES (08:04 pm): Yes, continue

Xfinity Assistant (08:04 pm): Can you please tell me the type of issue you're experiencing with your connection?

Xfinity Assistant (08:05 pm): Let me know how else I can help. You can ask me a new question or select one of the options below.

JAMES (08:05 pm): Troubleshooting

Xfinity Assistant (08:05 pm): What are you having trouble with?

JAMES (08:05 pm): Internet

Xfinity Assistant (08:05 pm): There are no outages in your area so I can help troubleshoot your internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?

JAMES (08:05 pm): Yes, continue

Xfinity Assistant (08:05 pm): Can you please tell me the type of issue you're experiencing with your connection?

Xfinity Assistant (08:06 pm): Let me know how else I can help. You can ask me a new question or select one of the options below.

JAMES (08:06 pm): port forwarding

Xfinity Assistant (08:06 pm): How can I help with your Internet service?

JAMES (08:06 pm): agent

Xfinity Assistant (08:06 pm): OK. Let's get you to the right place. I can help with most issues and get you to an agent if you need more assistance.What are you looking for help with?

JAMES (08:06 pm): Internet troubleshooting

Xfinity Assistant (08:06 pm): I see you've tried troubleshooting. You can troubleshoot your connection again, manage your WiFi, or chat with an agent for more help. What would you like to do?

JAMES (08:06 pm): Help with something else

Xfinity Assistant (08:06 pm): Got it. You can come back anytime. You'll need to troubleshoot before I can connect you to an agent. What else can I help you with today?

JAMES (08:07 pm): Chat with an agent

Xfinity Assistant (08:07 pm): Got it. I'll put you in touch with a live agent now.

Hi James, welcome back. This is Aadarsh, please give me a few moments to review the conversation so we can pick up right where you left off.

The manage my devices has disappeared from the WiFi App screen, so I can't manage port forwarding

Thank you for sharing your concern with me. I am happy to assist you with resolving it promptly and effectively. I will take full responsibility for addressing your issue. Please rest assured that you can rely on me to resolve this matter.

Please stay connected with me so that I can check it.

Is this the correct address: *******?

yes

Thank you for the confirmation

Please reinstall the app and check it. Let me know the results.

While I'm working on this to resolve it for you.

no change.

app thinks I am in Bridge mode

Okay, let me check if the bridge mode is enabled or not.

should not be

and can't be or this chat would not work

Please do not worry, as I know that you are facing this issue and are not able to resolve it. Please do not worry; I will do it for you. Just give me time.

Thank you!

no change yet

Please stay connected while I'm working this.

i will

don't disconnect me

Thank you.

This is a bug by the way. happened yesterday too

fixed over night

Yes, it is, and we are checking why it has reappeared, as it was fixed once.

because I changed modes

Did you change it to the WPA3 mode?

I looked at that, but left it at 2 and 3

Okay, thank you for letting me know that.

As I have toggled off the bridge mode, please re-login in the app and check if the option is available or not.

yes. fixed

what was the problem

The bridge mode was enabled, so I turned it off and it resolved that.

now I am deleting all port forwards and putting them back. The app claims that they will all be erased when you change to beidge modes, but that is not so

but bridge. mode was not enabled on my device

As if the port forwarding isn't happening, you can do it again. Just reinstall the app and do it once more. Let me know if it will work!

working on it

stay

by the way, this part is also buggy. You cannot empty the port number to type in a new one. It puts in a 1 or a 0

Please put it in the 0 and check for it.

just makes it hard to edit. have to put in the prot and then delete the 1 or 0

hmm

okay

can you try to ssh to mysite.dyndns.org

the forwarding is not working

Let me inform you that we don't have access to the port for your devices from our end.

can you test them using ssh?

Let me check it.

Does your device show a static IP address?

okay

but is 68.63.170.43

Thank you for letting me know that.

now the gateway won't let me log into it. says please login first after I enter uid and pwd

Please try to do the port forwarding once from the admin tool and then let me know.

I set them all up 443, 80, 22, 8920, 55000

okay

If it is not resolving, then I have to create a ticket for this.

please do

Sure, let me do it for you.

I need to check the name of the device with the reserved ip address, and you can only do this I think from the gateway web server

Yes, it is from the admin tool. Please check it once while I'm creating the ticket for you.

where in the admin tool?

To set up port forwarding on your Xfinity Gateway, just follow these easy steps:

1.Open a web browser and go to 10.0.0.1 on a device that's connected to your network.
2.Log in with the username "admin" and the password "password." (Change the password if it asks you to.)
3.Click on the Advanced menu, then select Port Forwarding.
4.Turn on port forwarding.
5.Click on +ADD SERVICE. You can either pick a service from the list or type in your own port numbers.
6.Choose the Service Type. The default is TCP/UDP.
7.Pick the connected device for the IPv4/IPv6 address.

And you're all set!

I did all that

I got logged in on another browser [Chrome worked, Firefox did not]

Okay, then we will have to take the ticket at the end for this resolution.

Please stay connected with me while I'm doing it for you.

ah. wrong device

it says 1.160 instead of 1.2 on the gateway server

supposed to be a reserved ip address

ah. this sucks. reserved ip address must be in the dhcp range. I of course wanted reserved addresses OUT of the dhcp range

you make it so hard

Thank you for letting me know that.

I apologize for that, but do not worry; we will get this resolved for you.

I am fixing it. Its just a pain

Please do not worry. I'm also trying to get it fixed for you.

hope we are still connected

yes

I have to go through all my devices and reserve addresses

okay

As the ticket is created from the back team #######

And this will resolve in the next 40-50 minutes, and the backend team is working on it.

port 22 is still blocked

ok. thank you very much

first good comcast helper

Please do not worry. After this ticket resolution, there will be port blocked .

Thank you! very much

unblocked and forwarded to 192.168.1.2

Thank you for letting me know that. As of this, all the port was able to be unlocked.

Is there anything else I can assist you with today?

I did NOT succeed

still blocked.

Maybe time will cure it

and I will reboot the gateway when finished editing

still cannot login to gateway on Firefox

Sure, do not worry. It will be unlocked as the ticket is raised.

that is a bug too

Please use any other browser and try it.

Chrome works

Yes, it is, but it will also resolve as the previous one is also cured.

but it should work on all

Yes, it should be. It may be preventing you from working in the other browser due to a bug presence, but do not worry; it will also be resolved.

AND still will not work on bridge mode with Decos

Well, it will not work if bridge mode is enabled and the bridge mode is used to connect another third-party router with the Xfinity modem to use the third party router .

I'll let you go. bye

Is there anything else I can assist you with today?

no. bye

Thank you for contacting Xfinity. Have a great day!

more issues

Hi James, welcome back. This is Syed, please give me a few moments to review the conversation so we can pick up right where you left off.

port forwarding won't work because the device jarfx is 192.168.1.2 in the Xfi web device list, and 192.168.1.160 in the portforward list in app

actually, the ip address is correct in the app device details

Could you please elaborate on your concern so that I can assist you in the best way?

but in port forwards appears with wrong ip address

so I cannot set up port forwards

there is no way to edit the host list in port forward

Thank you for sharing your concern. I would be more than happy if I help you with this today!!

James, I will share you the an article for the port forward I would request you to please follow the steps.

i did

but the ip addressw the device uses is wrong

Alright the I would request you to please follow the port trigging steps.

there is no device with the ip address the port forward assigned to the device I want to use

what are they

but it is forwarding i need

Port triggering is an advanced setting on the Xfinity Wireless Gateway that enhances online gaming and chat applications by allowing your WiFi network to communicate with specific servers

I do not need that. the ports need to be open to any outside ip address

the device list in port forwarding is wrong

how do I fix it

now I can't even get into port forwarding

Let me check this for you please allow me a minute.

something unexpected happened

I need an expert on this

I am a dedicated agent from the Internet repair team. I am more than happy to assist you.

you do not seem to understand port forwarding

James, I understand the port forwarding.

The setting of the port forwarding needs to be done from your end. I will guide you through the process.

well, the ip address for device jarfx has different ip address in the app port forwatd than it is in the device list

it cannot work if they are different addresses

Alright, I have shared the emails with you. Please go through that email once.

and the port forwarding pages give error message

An unexpected happening

triggering does not let me select the host

I am checking on it.

need forwarding

now your app dies when I try to get to port forwarding

Open the Xfinity app and sign in with your Xfinity ID and password.
Select the WiFi tab.
Select View WiFi equipment.
Select Advanced settings.
Select Port forwarding from the menu.
Select Add Port Forward

May I know if you have followed all these steps?

I have done that 50 times. Buit the ip address it assigns it to is wrong

yes

If i could send you a screen shot you would see

I am really sorry, James. We are unable to send or receive the images in this chat.

Can you please delete the forwarding using these stOpen the Xfinity app and sign in with your Xfinity ID and password.

Select the WiFi tab.
Select View WiFi equipment.
Select Advanced settings.
Select Port forwarding. All existing port forwards will be listed here.
Select Edit next to the port forward you wish to edit or delete.
Select Delete this Port Forward at the bottom of the screen if removing, or Apply Changes after making edits.eps and try once again?

done that 50 times

the device listed in the selection dropdown has the wrong ip address

it says reserved ip address 192.168.1.160

but needs to be 192.168.1.2

I am working on getting the 192.168.1.2

device details gives 1.2 address

needs ports 22, 80, 443, 8920, 55000 forwarded to 192.168.1.2

6:26 pm

James, as I can check here, I can see the same IP address.

IP Address of Modem

2001:558:4093:22:a116:1fbd:857d:d406

Erouter IP Address

2001:558:4093:22:a116:1fbd:857d:d406

That's ipv6

However, I will go ahead and reset the modem from my end so that the new IP addresses will be generated.

this is ipv4 forwarding

we can try.

doubt it works

it is not the modem. it is the app

I understand that. Let me try this way once.

Do I have permission to reset your modem?

I hope we're still connected? I am afraid of losing you before providing you with the required information you came in for.

not restarted yet

yes

Thank you!

back

Your device is attempting to restart now.

Your device is going to attempt to restart now. It may take up to few minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.

Thanks for the update.

Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.

not restarted yet

I see your device is back online.

yes

I will reboot the jarfx device to see if it gets a new address

James, could you please check the update now?

Sure take your time.

device got address 192.168.1.3 now

Okay.

no. port forward still says 192.168.1.160

Hi James, welcome back. This is Umesh, please give me a few moments to review the conversation so we can pick up right where you left off.

not getting anywhere

Just to confirm, are you able to see us with your internet?

yes

I got you. Let us check on that immediately. Thank you for bringing this up to our attention and I appreciate you taking time in reaching out to us. I will make sure to check this out for you here in my end. Let me pull up the account for you now!

the ip address of device jarfx is 192.168.1.2 on the gateway's web page

and in phone device list

but the list in poert forward gives it the wrong address 1.160

Hi James, welcome back. This is Saurabh, please give me a few moments to review the conversation so we can pick up right where you left off.

making no progress. How do I remove the device and then add it back in

I disconnected its ethernet

how do I remove it from your app

Hi James, welcome back. This is Kiran, please give me a few moments to review the conversation so we can pick up right where you left off.

app says device is still connected

As I have reviewed your previous chat, you want to set up the IP address and port forwarding, correct?

yes

I appreciate you taking time to reach us out , I am more than happy to help you with this.

but the address of the device in list of devices in port forwarding is wrong

app says to forget device, disconnect it. but how do i do that. it is disconnected

it is gone from web page of devices

Thank you so much for all the details

and maybe from app after restart

I will add it with a reserved ip address

Sure, also let me check your modem IP address

Right now its

2001:558:4093:22:a116:1fbd:857d:d406

thats ipv6

I am doing v4

68.63.170.43

port forward still has wrong address

i will change it to the one that port forward has, but I hate that. [This is the solution by the way]

James, you need to factory reset the modem so that all the settings will restart as new.

we did that

the modem web page times out changing an address

but it seems to work

no. it does not

so I can't change the reserved address for this device

James, the modem is not restarted completely. I can see that the wifi name is showing as :

lan4116x

Once you complete the reset of the modem, all Wi-Fi settings will return to the default.

I am not using that wifi

have a mesh network

do not restore the gateway

that is not the problem

that fixed it [Changing the device address to 192.168.1.160]

but there needs to be a way to change the address in the port forward list

To change the address in the port forward list, you need to edit the existing port forward settings

Open the Xfinity app, sign in, and navigate to the WiFi tab.

Then, select View WiFi equipment, go to Advanced settings, and choose Port forwarding

Here, you can select Edit next to the port forward you wish to change.

After making your adjustments, select Apply Changes to save the new settings. If the port forward has no associated device, you will need to delete it and create a new one.

no. you are still not understanding

it is not the port that is the issue. it is the ip of the device

impossible to change

now I must spend time changing many scripts to use 192.168.1.160

James, the modem IP address is dynamic, and you can't change it. However, if you want to obtain a static IP address so that it remains stable, you need to contact our advanced team.

no. you still do not understand

you cannot give support without being able to see an image.

It is working now, but not with the address I wanted

bye

Live chat ended.

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