cheetosanchez's profile

New Poster

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3 Messages

Wed, Nov 13, 2019 2:00 PM

Removing Unauthorized Users from Streaming

I've called twice and chatted with an agent and all 3 times no one has been able to remove unauthorized devices from streaming. I've reset my password and when I check Manage Devices I can see the unauthorized Roku 3 streaming as I type. There has GOT to be a way to kick these people out of my account and stop them from using my TV Stream.

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New Poster

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1 Message

2 y ago

Try going to your Xfinity Wifi , from there just pause there device ,that will cut out any problems.

Rustyben

Expert

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24K Messages

1 y ago


@cheetosanchez wrote:
I've called twice and chatted with an agent and all 3 times no one has been able to remove unauthorized devices from streaming. I've reset my password and when I check Manage Devices I can see the unauthorized Roku 3 streaming as I type. There has GOT to be a way to kick these people out of my account and stop them from using my TV Stream.

did you create a new username for the person to use or signed in for them? the procedure is different in removing access.

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New Poster

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3 Messages

1 y ago

Unfortunately a roommate logged into the account on someone else's device to watch a show but never logged out. Super annoying.
Rustyben

Expert

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24K Messages

1 y ago


@cheetosanchez wrote:
Unfortunately a roommate logged into the account on someone else's device to watch a show but never logged out. Super annoying.

did your roommate have their own email/username that you created on your account or did he use your account?

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New Poster

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3 Messages

1 y ago

They used my account. I've since created an account for them to use.
Rustyben

Expert

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24K Messages

1 y ago


@cheetosanchez wrote:
They used my account. I've since created an account for them to use.

you will need to change your account password (not wifi password). if you wish to stop the one with an account from being able to login you will have to change their settings to restricted (only email). when you are ready,  call 800-Comcast, ask for technical support for Cable TV, then ask that agent to transfer your call to the app support team. ask the app support team member to deprovision all of your streaming devices once that is done, each authorized user will have to sign in and accept terms and conditions on each streaming device.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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New Poster

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3 Messages

2 m ago

I am having the same problem, since July of 2020. 70 unautorized connections. SEVENTY unauthorized devices have access to my network at present, and the number grows every day. I live alone, no kids or siblings or parents or roommates, nobody has my passwords. I use randomly generated 20-digit passwords with uppercase, lowercase, special characters, numbers. I have done countless factory resets. I have done countless password changes and SSID name changes, and I ahve even un-broadcasted my SSID. I am using ethernet only (now, because wifi is unsecure).Very often I have been kicked out of my own admin tool. I have them reset the password to default from their end and I change the password and access the admin tool and then 20 seconds later someone kicks me off and changes my password again. I have had three new modems sent out, two technicians, and I call them every week, sometimes 4 times a week, and NOBODY can solve the problem. I speak with supervisors, security specialists, regular chat associates, tech support phone people... Nobody can solve the problem. They do not know what they are doing. This is THE WORST internet security I have ever experienced. Nobody knows what they're doing. Nobody knows how to solve the problem. If there were another internet service in my location I would cancel my xfinity service and use them, but I am a captive consumer with no other options. 

 

If anyone does find a solution to this issue, which seems pervasive, not just me, please let me know. Please let me know how they solved your problem so that I can tell xifnity what to do. 

Official Employee

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177 Messages

2 m ago

Hello, @DocRamadan, I'm sorry you've been dealing with this network issue for so long, I can only imagine what you've been going through. These days you can never be too careful with your account security, so I definitely understand wanting to get this resolved. When it comes to fraudulent activity, Xfinity has a dedicated team to support you. Our Customer Security Assurance Team is awesome and will have all the tools to help you, so you'd be in great hands. You can call them by using this number 1-888-565-4329 or get the ball rolling by visiting their direct site: https://comca.st/3sUyCFq. Have you already had a chance to reach out to them? 

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