Xfinity app for router configuration is a terrible idea

[Llethander]

I just recently upgraded from the legacy Internet 300 plan to the newer Xfinity 1G plan which, in order to facilitate the increased upload/download speeds, came with new router hardware.

I want to say that whomever it was that decided a phone app should be the ONLY way to configure router settings clearly doesn't understand the meaning of the word "convenience."

I have been cursing the decision to upgrade for the past two days as a result of this bare bones, barely functional phone app being used to configure everything from port forwarding to band steering with many of the features being inconveniently hidden away in different parts of the app.

It was so bad that I had to chat in so that I could even figure out where the band steering settings were located. I could find everything I needed in browser but, for some unexplained reason, everything is greyed out and, according to the rep I ended up getting, the phone app is intended as the only way to make changes.

In fact, he went so far as to question my intelligence by stating that the browser doesn't even have the ability to make changes to these functions. Well, Mr. Rep, I would like to suggest you educate yourself as the browser clearly does have access to all of the relevant settings for band switching and band customization, they're just greyed out because someone at home base decided that users shouldn't be allowed to manage their network the tried-and-true old fashioned way.

And to touch on the message at the top, not all users are brain-dead Luddites. Some of us know how to manage our network configuration and would much prefer to be able to select the settings that we want as opposed to Daddy Shaw - though I guess it's Grandpa Rogers, now - thinking they know what's best for us.

Setting up port forwarding was one of the worst experiences I've had with network setup ever. Having to use a 6.7 inch display that's reduced to about 4 inches due to the on-screen keyboard in order to set up port forwarding for 8+ port groups is terrible. Even better, we've regressed in organizational settings by removing the ability to name our port forwards.

So in conclusion, consider this rant to be my feedback regarding the bizarre and entirely unwelcome decision to force the use of a phone app for the configuration of computer network settings. Woe unto ye who happens to belong to the "I don't want a smartphone" camp because ye shall be entirely unable to configure your home network.

*Added Labels*

[Biollw]

Only advice is bridge the rogers modem and use your own router. Much better control since you are tech savy.

[Llethander]

Which is absolutely ridiculous considering the fact that the settings are clearly available in-browser, simply disabled by Rogers/Shaw. This wasn't an issue on my previous Hitron hardware so the fact that the XB8 is so locked down in comparison is absurd.

While going out and buying additional hardware is certainly an option, the simpler option would be for our ISP overlord to disable whatever setting lock they've imposed on the hardware.

[-G- · Accepted solution]

---

@Llethander wrote:

Which is absolutely ridiculous considering the fact that the settings are clearly available in-browser, simply disabled by Rogers/Shaw. This wasn't an issue on my previous Hitron hardware so the fact that the XB8 is so locked down in comparison is absurd.

While going out and buying additional hardware is certainly an option, the simpler option would be for our ISP overlord to disable whatever setting lock they've imposed on the hardware.

---

Once upon a time, we used to have full control over our Wi-Fi settings.  This started to change when Rogers started offering Wi-Fi Pods; those without Pods could still control their Wi-Fi settings but those with could not.  Then came the day when Wi-Fi settings got locked out for everybody.

For what it is worth, this is primarily Comcast's doing: https://www.xfinity.com/support/articles/change-wifi-channel-xfinity-xfi

xFi Gateway (XB6 and higher): Most of these Gateways have been upgraded with software that manages advanced WiFi settings automatically to help optimize your home network and provide the best performance possible.

Comcast was following eero's lead, trying to make management and configuration as simple as possible... and presumably to cut down on calls to Tech Support for Wi-Fi issues  For the most part, "Auto" mode actually normally works pretty well.  At my parents' and sister's houses, the Gateway's Wi-Fi channel selection is optimal, and it's rare for me to get calls to fix network problems.  The problem is when Auto mode does something stupid and there is no way to override it.  My XB8 once insisted on auto-selecting 5GHz channels in the DFS band, which the gateway even warned you against doing when we manual control over Wi-Fi channels.  I made a plea, to everyone I could, to regain manual control over my Gateway's Wi-Fi settings... especially since I had that ability for years... but Rogers would not budge.

As for forcing everyone to use the mobile app, we used to be able to configure the Gateway using a web portal as well... but Comcast shut that down a few years ago: https://communityforums.rogers.com/t5/Internet/Discontinuation-of-Ignite-WiFi-Hub-Website/td-p/49190...

If you want (or need) to have full control over your network, or if you need to use a feature on the Gateway that is only partially working or totally broken, your best bet is to run on your own network gear with the Xfinity Gateway in Bridge Mode.

[Llethander]

Yeah, it's just frustrating having to spend another $200-300 on a router when I have a perfectly good modem/router combination because the provider of the hardware has decided to arbitrarily restrict settings and impose a badly implemented app with watered down settings. Like... as far as I can tell we can't even manually select which channels to use for the different wifi bands which, depending on where you are, is basic QoL functionality or, if it is possible, I can't seem to find it anywhere in the app settings BUT I can clearly see it in-browser, I just can't touch it because it's locked out.

In all honesty I was just frustrated when I wrote the OP and felt the need to vent my frustration a bit.

[-G-]

One other thing: When you perform a factory reset, you will have a few seconds where you can make changes to your Wi-Fi settings before Rogers' back-end systems take control.  Those manual settings may or may not stick but it is worth a try if Auto mode makes goofy channel choices after a reboot and does not switch to an optimal channel after a period of time.

[BH-TW]

The Rogers Xfinity App has gotten even worse for me. When my signal came via Coax, while I had to use the app before it updated to XFinity, I could access all the settings in the App. Now that Rogers has pulled Fibre to my place and updated the App to XFinity, I can't access half of the settings in the App including Port Forwarding (I get "Something went wrong, please try again later"). I can't even test the speed of my Gateway (I get "Something went wrong. Gateway speed test isn't available right now. Try again in one minute"). The App is a failure and Rogers'/Comcast's failure to give us the option to change our settings in a browser is a bigger failure.

Unfortunately, I'm in a 4 building condo complex that has a Rogers contract. Except for the frustration of the App, everything else is fine. But there is no recourse and no option to change providers. I just hope that, if I have to factory reset my current modem or have to get a new modem, that the App will be fixed by then or we regain browser control. Highly unlikely either will happen, but hope springs eternal.

[Datalink]

@BH-TW you can replace the modem with your own router although that is not a Rogers supported configuration.  Many customers have done the very reason that you're complaining about, control over their own network.  Installing your own router restores that network control to the customer. 

Are you also using Ignite TV, or just internet services?  

[BH-TW]

Full package, Ignite Internet, TV and Home Phone on a Bulk (MDU) Account. I lose any technical support if I bridge to my own modem. Plus, I don't see why I need to spend the money for a modem when I already have a perfectly functional modem because Rogers/Comcast doesnt want to fix their broken Mobile App. While I woul like the ability to make all changes in a browser, if the App actually worked, I could/would use that.

[dfgdfgdfguytyuy]

I am facing the same issues. Recently upgraded to the 2.5Gb package and no longer have control of my own home network. There are so many things wrong with this app/router, Rogers should be ashamed of themselves.

Even if I spend another $200-$300 to use my own router with the Rogers modem, I still won’t get the full 2.5Gb speeds. The Rogers modem(Rogers Xfinity Gateway (Gen 3)) only has 1x2.5Gb port, so my network would be limited to using one of the other three 1Gb ports.

[Datalink]

@dfgdfgdfguytyuy,  I'm assuming that you have Fibre to the home?  If so, you can replace the modem with your own router although that is not a Rogers supported configuration.  Many customers have done the very reason that you're complaining about, data rate thru the router at 2.5 Gb/s and control over their own network.  Installing your own router restores that network control to the customer. 

If you do buy a router, you need one that has multi-gigabit WAN and LAN ports, even if its just a single 2.5 Gb/s or higher LAN port.  You could simply follow that with a multi-gig unmanaged switch to distribute higher data rates to other devices.  

Are you also using Ignite TV, or just internet services?  If you're also using Ignite TV, the XBx modems run a hidden WIFI network that the set top boxes use.  The set top boxes also require IPv6 to run properly.  Other customers have used a router to replace the modem without any apparent issues with the set top boxes.  Is there an actual impact or issue if the set top box can't connect to the hidden network?  Good question.  I've never seen an answer to that question.

If you have cable coax service, you can run the modem in Bridge mode and run a router thru port 4 of the modem at 2.5 Gb/s.  That works....  And if you have Rogers Xfinity Tv, the modem will continue to run the hidden wifi network to provide service to the set top boxes. 

And if you do have coax cable service, you can simply connect a multi-gigabit unmanaged switch to port 4 so that you can run higher data rates to more than one device.  Here are some examples:

Amazon.ca : multi gigabit switch

[dfgdfgdfguytyuy]

I do have fibre to the home. Are you aware of any special configurations that are needed if I replace the modem with my own router? Any guides available for that?

[Datalink]

@dfgdfgdfguytyuy there aren’t any guides available to remove the modem and replace it with a router.  Rogers only supports the Optical Network Terminal (ONT) – XBx modem configuration.  If a customer decides to replace the modem with a router, they’re on their own.  For that reason, if you go down this route, you need to keep the modem on hand for troubleshooting purposes.  You would have to swap the modem back into place before contacting tech support to troubleshoot any problems. 

Having said that, here’s some info that should help:

There are two Nokia Optical Network Terminals that have been used by customers so far.  There is limited information available for them.  The product tag can be seen on the bottom of the ONT:

1.  NOKIA XS-010X-Q ONT: has a single ethernet port.

Available data rates: 100 M / 1 G / 2.5 G / 5 G / 10 G Base-T interface with RJ-45 connector

Ethernet port auto-negotiation or manual configuration with

Medium Dependent Interface /

Medium Dependent Interface Crossover (MDI/ MDIX)

2.  NOKIA XS-020X-A ONT: has two ethernet ports

Available data rates port 1: 1 x 1/2.5GE

Available data rates port 2: 1 x 10 GE

If you look at the back of the ONT to check the number of ethernet ports or look at the bottom for the product tag, you'll know which model you have.  It would be worth checking the bottom of the ONT to see if Rogers has brought in another model.

So, if you haven't bought a router at this point, the model of the ONT will determine what multi-gig WAN port on any router will be sufficient.  That choice of router will one that have a 1 / 2.5 Gb/s WAN port and / or a 10 Gb/s port or a router that has a multi-gig WAN port that runs 1 G / 2.5 G / 5 G / 10 Gb/s.

The procedure to replace the modem is pretty simple:

1. Power down and disconnect the modem;
2. Connect the router using the appropriate multi-gig port of the router;
3. Power up the router.  It should be assigned an IPv4 and IPv6 address.
4. If you don’t have IPv6 running on the router, you will need to do so for the set top boxes if in fact you’re running an Xfinity TV subscription.  The set top boxes require IPv6 to function properly.
5. Rogers uses Native IPv6.  Settings for various routers can be seen here:   https://communityforums.rogers.com/t5/Archived-Posts/Rogers-IPv6-Status/m-p/373238/highlight/true#M1...
6. Set the IPv6 settings on your router as required and then reboot the router so that it can be assigned an IPv6 prefix.  On Cable, customers can request a /56 and be assigned a /56.  On fibre, it appears at the present time that Rogers only allows a /64. 
7. You will most likely have to restart the set top boxes after the router reboot so that each box receives an IPv6 address.  Here’s a recent post regarding the set top boxes and IPv6:  https://www.dslreports.com/forum/r34002800-

Now, food for thought, the modem runs a hidden wifi network, no matter what mode its in, Gateway mode or Bridge mode.  That network supports the set top boxes in some fashion and any other future service that Rogers hasn’t announced so far.  The question at hand is whether or not the set top boxes can run properly without the hidden wifi network.  I don’t recall any complaints regarding the set top box performance without the hidden network, but, just keep this in mind.  Its possible that tech support might use that hidden network if they are troubleshooting a set top box.  No one in the public really knows and its probable that the first line tech support reps don’t know either.  They would simply issue a command thru their pc and not know what the path to the box is, via wifi, ethernet or hidden wifi network. 

It might be possible to have both router and modem up and running so that the modem can provide its hidden wifi network.  Thinking aloud here, in an ONT – XBx modem configuration, the modem’s port 4 acts as a firewalled WAN port.  There is a setting in the modem’s Gateway > Connection > WAN Network to set the WAN port to DOCSIS (cable) or Ethernet (port 4).  For experimental purposes, you could try the following:

1. Prior to powering down the modem, log into the modem and disable the 2.4, 5 and 6 Ghz wifi.  Then navigate to the Gateway > Connection > WAN Network page and set the WAN Network to Ethernet (port 4) and save the setting.  It might be on auto, but in this case it should be set to Ethernet.  Then power down the modem.
2. When the router is up and running with both IPv4 and IPv6 addresses, connect the modem’s port 4 to one of the router’s LAN ports and power up the modem.
3. Log into the router and set the modem’s LAN IP address, assigned by the router so that its running in a DMZ. 
4. Reboot the router so that both router and modem are assigned their own IPv4 and IPv6 addresses.  The question at this point is will you run into any issues?

Note that the router and modem will require their own LAN IP address and IP range.  They will need to be different IP addresses and ranges.  If not, you could end up in a situation where the modem has an IP address conflict with the upstream router when the router DMZ is not running.  I can see this causing issues as the main wifi and ethernet network from the router would have an IP address range that is different than the modem's hidden wifi network.  Maybe the set top boxes won't be terribly happy with that arrangement?  That's possible.

With a coax configuration, Rogers has typically allowed each customer to run two connected devices when the router has been kicked over to Bridge mode.  The question here is whether or not the same will happen in this configuration.  If it works, you would end up with the router providing wifi or ethernet services to the set top box, just depends on your choice, and the modem supplying a hidden wifi network that the set top boxes can occasionally use. 

The one possibility is that you don’t end up with both router and modem supplied with their own IPv4 and IPv6 addresses.  In that case, kill the DMZ, disconnect the modem, reboot the router and proceed from there.

Another possibility is that the modem is up and running but won’t function due to a lack of IPv4 and IPv6 address, or the possibility that the WAN address that its expecting isn’t what it receives.  You would have to connect to the modem temporarily to ensure that the modem is in fact operating properly, despite the path thru the router instead of a direct connection to the ONT. 

So, this is just an experiment.  Your decision to try it, if and when you have the time and patience to attempt it. 

The other way to do this would be to install a multi-gig switch between the ONT and the router and modem where the router and modem are connected to the switch, facilitating separate and independent IPv4 and IPv6 addresses.  I don’t think I’d go that far, personal opinion.

Just to note, Rogers is trialing a new modem in Calgary at the moment, which should be the next generation XB10 modem.  Comcast announced that modem in Feb 2024, but, there hasn’t been any news from Comcast or Rogers regarding the trials phase.  Comcast also announced the XER10 router at the same time, but, once again, there’s no news on it either.  One would expect those modems to have a 10 Gb/s LAN port or multi-gig LAN port that includes 2.5, 5 and 10 Gb/s.  If not, Comcast is wasting a lot of time and effort.

I don’t believe that Comcast has fielded the XB10 or XER10 router as of yet.  There doesn’t appear to be any threads regarding them in the DSLReports Comcast forum: 

https://www.dslreports.com/forum/comcast