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user_1079f4
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Sunday, September 17th, 2023 6:54 PM

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Unknown devices in my account

Many unknown devices connected to my touter, I do not know what is the matter and how to block them. I have to pause them manually

Question

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Updated 

1 year ago

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XfinityAngie

Official Employee

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1.4K Messages

1 year ago

@user_1079f4, Thank you for reaching out to Xfinity Support! I know that it can be concerning when you see other devices you don't recognize trying to connect to your network. A good place to start is to change your password to your Wi-Fi. I hope this will help.

  1. Log in to the Xfinity app (download on the App Store or Google Play).
    • If you already have the Xfinity app, make sure you have updated to the latest version.
  2. Select WiFi.
  3. Select your network (also known as the WiFi name).
  4. On the pop-up, select Edit WiFi settings at the bottom.
  5. On this screen, you can view or change your WiFi name or WiFi password.
  6. Click Save after making any changes.

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user_8d5d2d

Visitor

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2 Messages

WELL this answer is really unhelpful.

how in the heck do you know what a device is if it's not named? How do you find what it is, what the manufacturer is, location, etc? How do you know if it's from 'outside' the network or local on the network?  Is it connected through the xfi pod OR the cable modem/router OR the Xfi gateway???? how can we tell?

do you think we could get a better answer that actually step by step guides a user how to determine what is connected, where and the above characteristics?

Plus, how to name it so it sticks.

1 year ago

0

XfinityAlfonso

Official Employee

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1.2K Messages

Hey there @user_8d5d2d  much of the information you're looking for can be found via the Xfinity App. The information that we can collect on devices is limited, however(specific locations are not allowed to be collected), so things like you're looking for are not available per the FCC. We do register devices that specifically are connected to the home network or home Wi-Fi hotspot, and managing these devices is left to the customer via the Xfinity App.

 

How To Manage and Remove Registered Xfinity WiFi Devices

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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