Connected devices

New to this page and trying to find my way around. I have not been successful getting answers from xfinity chat line and it is frustrating. You can forget about phone call since the AI is the gate keeper not letting your calls go thru. 

Hello, @user_ofypa2 sorry for the inconvenience the inaccurate information being reported by the Xfinity App. What customers see in the app depends on their service, modem or gateway, and network settings. Some customers may see fewer features, especially if they own their modem, only have TV or Voice service, or use Bridge Mode. Tell me what troubleshooting steps you've taken so far to correct this issue? For example, have you signed in with the primary Xfinity ID, confirmed the app is up-to-date, deleted it, and then reloaded? 

The gateway/router is Xfinity XB8.  I know I have devices connected to XB8 or Pod wifi, but the app shows them not connected.  Then an unknown phone from a third party showed up on my password protected wifi and I don't have the option in the app or admin tool to block or remove; I can only pause it.  No, I don't have hot spot of the wifi on for public use.  Another issue is band steering by the XB8.  I have a water shut off valve and monitoring requiring 2.4 GHZ, 802.11 G/N, with WPA2.  After several days of being connected to the wifi @ 2.4 GHZ, the XB8 steers to band to 5 GHZ and causes the device to disconnect.  Bottom line no option for me in the app or admin tool to make adjustments.  But, Xfinity chat line and phone call say they cannot do anything and I am the only one who can make those changes.  Last email I had says I should contact the manufacturer which I don't know who that is since the gateway belong to Xfinity/comcast not me.  

@user_ofypa2 Xfinity WiFi Extenders require that you only have one WiFi network name and password. Your network still has both the 2.4GHz and 5GHz radio bands, but now your gateway will sort out the best connection at any given time for your devices. Keep in mind, you may need to reconnect devices to your WiFi name and password, if they were previously connected to a name designated for a single radio band.

I recommend changing your password to kick that unknown device off your network. 

@XfinityThomasC​ WiFi pod and gateway are on the same SSID and same password.  Password is too strong to be compromised.  I don't want to change my password because it is not an easy job to access security devices w/o getting into small space, have adequate light, scan QRs, and going thru the process of resetting these security devices. The major problem with Xfinity, I did not have this issue with tmobile or AT&T, is the band steering assigning 5 or 6 ghtz wifi to devices that are designed for 2.4 GHTZ and disconnect if assigned to something else.  I still don't understand why the app is incorrect reflecting what is connected and what is not; and why Xfinity does not want to correct issues.