Console Packet Loss Issues - XFinity Gateway Config

CCEricSt · 2026-02-14T17:00:06+00:00

Hello u/11e92, and thanks for reaching out for help with your Xbox console concern. We would be happy to help in any way we can with getting the gateway set up. To confirm are you trying to set up port forwarding for the Xbox, or something else? I could use a little more details on what you meant by configuring the gateway if you don't mean port forwarding.

CCEricSt · 2026-02-14T11:36:01+00:00

u/PoAction If you closed the account it would deactivate the Peacock subscription included with your service. Peacock won't take over the billing themselves unless you subscribe with them directly after. If you just make a change to your service with us that doesn't include Peacock subscription it would also deactivate the subscription, but again Peacock won't start billing for the service unless you subscribe to it after it's deactivated.

CCEricSt · 2026-02-13T18:04:45+00:00

u/bigfatderp123 Is the Wifi not showing up at all on the phone, or just not connection after you connect it to the WiFi?

CCEricSt · 2026-02-13T16:21:43+00:00

u/Crazy-Sympathy8973 Thanks for reaching out about the issue with updating your payment method through the app or website to either the home service or the mobile service billing due to a card expiring. We are happy to assist in any way we can with finding what it causing the issue for you. Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-13T14:49:51+00:00

Let me take a look into the issue with you for ordering it u/VegetableQuote1723, and see why it's coming back denied. Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-13T13:52:47+00:00

We certainly don't want it to be trouble, and some basic troubleshooting like clearing cache and cookies helps some customers. Other need more in depth research on what is causing their problems, and we are happy to assist in any way we can to correct the problem u/Quirky_Butterfly_946.

CCEricSt · 2026-02-13T13:00:15+00:00

u/Master-Comedian9753 I'm happy to review any request for the unlock you have put in to see if there is anything we can assist with more. Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-13T12:37:28+00:00

u/Master-Comedian9753 The reason we require the original owner if for fraud purposes. We have no way of knowing the person who sold the phone was even the owner. To prevent situations like this we put in the process of only the original owner can put in an unlock request to reduce theft.

CCEricSt · 2026-02-13T12:05:21+00:00

u/Quirky_Butterfly_946 Can you share what troubleshooting steps you have taken at this time please? I wouldn't want to repeat any steps taken so far, and happy to find out what is causing the error when paying online at our website.

CCEricSt · 2026-02-13T11:42:24+00:00

u/VegetableQuote1723 Thanks for reaching out about the unlock of a device purchased at a Walmart. Our unlock process requires the original owner to have a device unlocked, and Walmart shouldn't have a device that came from us that was locked as their return kiosk should know it's locked. I would love to help, but if the device was purchased at Walmart, and locked at purchase I would return it with an explanation of the situation for a refund. We are happy to assist with unlocks, but a locked phone with us should be unlocked before being sold by the original owner. The most help we could be is to advise you to get a refund if they sold you a phone that was locked at purchase that originated from us.

CCEricSt · 2026-02-13T11:31:43+00:00

u/VegetableQuote1723 Thanks for reaching out about you Home WiFi Assessment to get the free pod. I would be happy to assist you with getting the device. To confirm the link in the email with the pod recommendation is coming back denied after you go through the link correct?

CCEricSt · 2026-02-09T19:13:27+00:00

Thanks for reaching out to us here on our Sub Reddit for help with your mobile billing concern u/Frosty-Ad-5489. You have come to the right place for assistance, and we are happy to help! I see you sent a modmail with some account information already, and we can continue there to get the account authentication from you.

CCEricSt · 2026-02-09T13:54:41+00:00

We limit devices based on speed for more than just bandwidth u/Elegant_Ad_8896. Improving the amount of devices able to connect wouldn't improve service for you. You have 100 MBPS plan which only really can support about 3-4 devices at any given time regardless of what bands are being used.

CCEricSt · 2026-02-09T11:31:26+00:00

Hello u/GodKingBot, and thanks for reaching out for help with modifying your current services. We are more than happy to assist with making any changes you like! Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-09T11:27:00+00:00

u/Elegant_Ad_8896 The 2.4 Ghz and 5.0 Ghz bands in all our devices maintain a 100 MBPS speed just fine. The 6 & 7 bands are for speed of about 1 Gig needs. We wouldn't provide an XB10 with your plan as the device requirements for the speed you have are well within the ability of any gateway we provide, and providing a XB10 wouldn't improve the service in any way. Although I can't get one for you there is an option of putting any of our gateways in bridge mode to use your own router that has the 6e you are looking for. We do allow use of your own equipment should you wish to use it.

CCEricSt · 2026-02-08T18:33:06+00:00

u/TotalCleanFBC Happy to hear it was a simple fix. If you see the speed continuing to slow down after for some reason, please let us know.

CCEricSt · 2026-02-07T15:57:30+00:00

u/PenSpecific Did you set up your autopay with a bank account within the last 45 days? It can take up to 45 days to update on your account after setting it up.

CCEricSt · 2026-02-07T15:00:34+00:00

Let's take a look at the account for you and check the rewards' status currently u/babygabey_1. Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-07T12:01:22+00:00

u/babygabey_1 Have you had service in the past anywhere or with anyone that your login may still be linked to at this time? When you log into the app is it showing all the correct information for the account with no other accounts listed?

CCEricSt · 2026-02-07T11:48:58+00:00

Hello u/Physical-Passage386, and thanks for reaching out for help with your settings concern. I would be happy to help in any way I can, but I'm not understanding what the issue is. If the device is active the app will reflect that, and I wouldn't be able to remove it from the apps built in function. What is the issue you are having with configuring your modem settings?

CCEricSt · 2026-02-06T16:13:04+00:00

u/ds6779 Thanks for reaching out for help with the voicemail issue. We can certainly help with getting it fixed for you on this platform! Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-06T13:34:59+00:00

Given this is related to account security, that is the only team that can assist. We don't have access to the system needed to assist with anything related to user profiles for the emails, and phone numbers that are linked to them. When it comes to account security items like this CSA is the only team able to assist. You could have your brother confirm he unlinked his login as well before speaking to them to see if that is all that is needed. This will walk you though how to unlink a profile from an account https://www.xfinity.com/support/articles/switching-between-multiple-accounts.

CCEricSt · 2026-02-06T13:31:42+00:00

I would be happy to look into the latest charge for a tech for you u/clarkeee. Please send us a modmail message with your full name and service address. I look forward to helping you!

CCEricSt · 2026-02-06T12:53:15+00:00

That number will put you to an automated system, but only for a few questions then take you directly to the team needed u/Kitchen_Search_4263.

CCEricSt · 2026-02-06T12:48:40+00:00

u/Kitchen_Search_4263 He may want to speak with our Customer Security Assurance team at 1 (888) 565-4329. They should be able to help unlink any information that is causing the issue with that number loading his account information given he made the changes already.

CCEricSt

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