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user_2d603d
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Visitor

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6 Messages

Sunday, August 7th, 2022 10:17 PM

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Cannot Remove devices from Xfinity WiFi Hotspot Connected Devices screen

I click "Remove".  I then click "Remove" again when it asks me if I'm sure I want to remove the device.  The system confirms the device has been removed.  However, I refresh the list and the device is still listed.  This started happening in about mid July 2022.  Can someone tell me when this issue may be fixed on Xfinity's end?  I've tried calling in a couple of times but the issue remains.

Question

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Updated 

3 years ago

1.7K

8

Accepted Solution

user_31d4f3

Visitor

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4 Messages

3 years ago

Update: The issue has been fixed! Clear your cookies & cache and try it yourself!

1

user_c6d038

Visitor

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2 Messages

@user_31d4f3​ Thanks for posting this!

Confirmed, This now works!

1. Clear Cache and Cookies.

2. log into the hotspot device page https://customer.xfinity.com/#/settings/security/hotspot-devices 

3. Find the device you want to remove and hit the remove button. Then after the page hiccups and the device your trying to remove is still there give the webpage a refresh and the device will be removed from the list on the refreshed page.

I just cleared all 32 devices from my list.... :-)

3 years ago

0

CCTimothyA

Problem Solver

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785 Messages

3 years ago

@user_2d603d Thank you for reaching out and brining this to our attention. I can understand the need to have control of what devices are connected to the hotspot. Is this happening with only one device or all devices you try to remove?

[EDIT: corrected spelling]

 

(edited)

11

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user_31d4f3

Visitor

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4 Messages

@XfinityTimothyA​

https://customer.xfinity.com/#/settings/security/hotspot-devices

It happens on the page linked above and the same problem is happening to several different people with several different accounts on several different devices. It's been bothering me for over a week as I use xfinitywifi quite frequently.

Attempting to rename any device to any name will result in "Something has gone wrong, please try again later." appearing at the top of the page.
Attempting to remove any device will result in "Your device has been removed successfully." appearing at the top of the page while the removed device remains on the list. Even after hard refreshing with Ctrl + F5 (Windows) the device is still listed.

You employees need to forward these threads to whoever maintains the XFINITY site functionality and have them patch these bugs, they will encounter these same issues on their personal devices as we have.

3 years ago

0

jt30

Frequent Visitor

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16 Messages

@XfinityTimothyA​  Is there an update on this?  Thanks

3 years ago

0

CCKimberly1

Official Employee

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842 Messages

@jt30, I see that this issue is still being worked on currently as it is not consistently happening to everyone at this time. I just went in to access my account and it is letting me rename devices. Have you cleared your cache and cookies yet? 

I no longer work for Comcast.

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

3 years ago

0

jt30

Frequent Visitor

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16 Messages

@XfinityKimberlyB​ Yes I have cleared cookies and cache.  I also tried different browsers.    I cannot rename devices (I receive an error), and I cannot remove devices. 

3 years ago

0

jt30

Frequent Visitor

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16 Messages

@XfinityKimberlyB​ Is there any reason why someone from xfinity can't clear the devices from my account?  When speaking to 3 different representatives, they all claimed to have it fixed within 24 hours.  Well unfortunately that is not the case.  

3 years ago

jt30

Frequent Visitor

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16 Messages

3 years ago

I am having the same issue. Please fix.  It's causing problems on my end.

8

Paconfidential

Visitor

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2 Messages

@jt30​  me too, same problem 

3 years ago

0

CCChelseaA

Problem Solver

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637 Messages

Hello there! May I ask, have you tried managing your devices via our website, or the Xfinity application?
I've included a link here that includes the steps on how to do so via either method, and we'd like to know if you're experiencing trouble on both platforms! 
https://comca.st/3C0ZlYO
Please let us know if either works out for ya! 

I no longer work for Comcast.

3 years ago

0

jt30

Frequent Visitor

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16 Messages

@XfinityChelseaA​ yes when trying to remove/delete devices, it does not work.  This has been going on for quite some time.

3 years ago

0

XfinityKassie

Official Employee

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1.7K Messages

@jt30 Thank you for bringing this to my attention this isn't working for you. I will continue to work with you in DM to get to a solution. I appreciate you working with us this afternoon! 

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

3 years ago

0

user_2d603d

Visitor

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6 Messages

@XfinityChelseaA​ Yes, I've tried to remove on both.  Issue is continuing.

3 years ago

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user_c6d038

Visitor

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2 Messages

3 years ago

Same issue here! Common Xfinity this has been broken for months now....

0

0

jt30

Frequent Visitor

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16 Messages

3 years ago

Any update on this?  I still cannot remove devices.

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user_37c2ba

Visitor

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4 Messages

3 years ago

Your WiFi might be hacked, turn off your WiFi, turn on your cellular data, to remove or rename your device on the Xfi App account. 
I hope this helps you!!! 

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user_31d4f3

Visitor

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4 Messages

3 years ago

Everyone who needs to urgently wipe their device list, I have a rough workaround if you have a Windows laptop while Comcast attempts to fix their website:
1) Download TMAC (https://technitium.com/tmac/)

2) Disconnect from internet

3) Use TMAC to spoof the MAC address of your Wi-Fi hardware, they have a big list of random MAC addresses built into the program

4) Connect to xfinitywifi and sign in using your web browser

5) You've just created a new entry at the top of the hotspot devices page. Rinse and repeat these steps 9 more times to fill up the list with junk MAC addresses.

I know for a fact this is also very easy with Linux. I'd guess OSX probably has a similar program if you google around for a MAC spoofer.

Please keep pressuring Comcast to fix this issue on their end though, this is a LONG workaround and I'm not a big fan of it personally.

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user_2d603d

Visitor

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6 Messages

3 years ago

Hi all - thank you!  I've confirmed this has been corrected.  I've been able to remove devices again.

1

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CCXavier

Official Employee

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695 Messages

Fantastic, that's what we like to hear! Did you have any other questions or concerns that I can assist you with?

I no longer work for Comcast.

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

3 years ago

0

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