Wills78's profile

Visitor

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7 Messages

Tue, Aug 16, 2022 11:32 AM

Xfinity App Device Deletion

The app is not allowing me to delete devices which are no longer connected to my network. What should I do or what do you recommend to resolve this?

Official Solution

Official Employee

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132 Messages

1 m ago

@Wills78 Thank you so much for posting in our great Xfinity Forums! Our great community is here to help with your questions and comments.

Have you been using the Xfinity App to pause or forget the devices on your network. 

1. First you want to disconnect the device from your home network.

2. Then open the Xfinity App and log in

3. Next push on the "Connect" icon at the bottom

4. After that choose "... Device Not Connected to Network"

5. Select the device you want to forget

6. Choose "Manage Device Details"

7. Scroll to the bottom and touch "Forget Device"

Sometimes we forget to disconnect the device from the network before we try to forget a device. Remember to "disconnect" the device from your home network first.

Let me know if this helps. 


Visitor

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7 Messages

1 m ago

Believe me I have everything you have written and it doesn't work. After going through all the steps it gives me a prompt that says, "Something went wrong: That device could not be removed. Please try again later." The devices are disconnected in case you were wondering.

Official Employee

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479 Messages

How long has this been happening? Have you uninstalled and reinstalled the Xfinity app yet? 

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

Visitor

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7 Messages

For more than a week. Yes I have uninstalled and reinstalled and it still doesn't work.

Official Employee

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479 Messages

It does sound like you have done everything you can. I would like to run through some troubleshooting steps here on this side. 

Will you please send our team a direct message with your full name and full address?

~~~~

To send a "Peer to peer" message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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
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