4 Messages
Can't remove device from Connected Devices list in xfinity app
There's a laptop listed under Connected Devices in the xfinity app that has not been connected for at least a week. When I go to Device details, at the bottom it says, "To forget this device, first disconnect it from your home network."
I did that, but it's still listed as connected — even when the laptop is turned off. In fact, I wiped the system (Windows 10) and installed Linux. Yet under the device details, it still shows it as running Windows 10. However, the new system also shows up separately under Connected Devices, with the correct hostname and IP address.
How can I remove the bogus device from the list?
EG
Expert
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107.1K Messages
7 months ago
Concern moved here to the Xfinity App help section for assistance.
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XfinityRichard
Official Employee
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1.4K Messages
7 months ago
Hi there, @deejayebee I'm very sorry for the inconvenience you are experiencing with trying to get a laptop taken off your connected devices. Since it's been a few days since you last posted, have you been able to get that removed?-Richard
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XfinityRichard
Official Employee
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1.4K Messages
7 months ago
Thank you for reaching back out @deejayebee have you tried the following steps?
•Open app cause your going need to Restart your Gateway.
•click on xFi Gateway Online and Secure (Located at the top of the Overview menu)
•click on Gateway (under Network Devices on the Connect menu)
•click Restart (let it run the process. Could take less than 12 minutes)
•click on the Connect menu
•scroll to Devices to select device that is undesired.
•select the device
•then select Device Details (under More Info)
•finally select Forget Device.
Please let me know if this did or did not work.-Richard
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deejayebee
4 Messages
7 months ago
The menus you're referencing are not part of the Xfinity app on my iPhone. So I'm not sure how you can effectively solve my issue if our menus don't sync up — and yes, I have updated my app on my iPhone.
I did restart the Gateway in the app (by a different method, because our menus are not the same). The device still shows as connected in the list, although it is turned off. When I go to the device WiFi→Device Details, it still says, "To forget this device, first disconnect it from your home network."
The device is disconnected. It is not running Windows, which is the Operating System listed for the laptop. The IP address is not on my network.
The status is the same as in my original post.
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EG
Expert
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107.1K Messages
4 months ago
@user_J44710
First. Is this a Comcast rented gateway device ? If so, perhaps your neighbors are inadvertently connecting to your network / gateway device via the MoCA feature that's built into it. MoCA (Multimedia Over Coax Alliance) is an alternate hardwired way to connect devices to a home network if ethernet cabling can not be used/run. It uses the existing coax cable wiring instead of ethernet cabling.
If the MoCA feature is enabled, and you do not have a PoE (Point of Entry) MoCA filter installed on the coax line, yours, and your neighbor's gateway devices will be able to connect with each other like one big network.
Disable it if you aren't using it. If you are, install a PoE MoCA filter on the input port of the first splitter off of the street drop to keep the MoCA signal in your premises and to keep the neighbor's signals out. Your neighbors should also have PoE filters installed.
To disable MoCA on your device. First, unplug the coax cable line from the jack on the gateway device. Then go to the gateway login http://10.0.0.1
Default login info is:
Username: admin (all lowercase)
Password: password
Once in you will find the drop-down on the left of the screen that is labeled “Connections”.
Click the drop down---> click MoCA---> right side of screen click “disable”---> save changes.
Bear in mind that we've seen many posts here that the MoCA feature gets turned back on with their overnight re-boots / updates for the device. The best policy is to be sure to use that PoE filter ! Amazon has them: https://www.amazon.com/SNLP-1GCW-Filter-Eliminate-Multi-Room-Interference/dp/B07SLD9QPH
Or you may be able to get one for free at your local Comcast / Xfinity store. Or book a tech to come out and install one for you.
If the MoCA feature is not being used on your home network, you can put the PoE filter right at the back of your gateway device instead.
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