a new device has joined your home network

Hi - I have been receiving this message every 3 days or so via email. I can see the device logged in, but cannot determine how to block this MAC address from logging in? The MAC is the only constant, besides it's a generic brand of computer running Windows 10. I am able to pause the device, but do not know how to remotely disconnect it. Thanks in advance

Responses

MikeB39A

Problem Solver

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669 Messages

3 years ago

Change the password on your Gateway.

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implement

Visitor

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4 Messages

@MikeB39A Hi - thanks - done, but still getting the message. May be the way I have my laptop set up to clear all cookies, etc when I close a browser window.

3 years ago

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CCAshley1

Official Employee

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746 Messages

3 years ago

Hi, thank you for reaching out to the Xfinity forums. When it comes to removing unwanted devices from your network, go into the settings for the device in question and have it disconnect from your home network. xFi/Xfinity App doesn't allow disconnection of a device while it's actively on the network.

You may also change the password of the Network which will cause the device to log in again.

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Visitor

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4 Messages

@XfinityAshley Hi - thanks for the reply. If I knew what the device was, that would be done, but the emails call it a WIndows 10 Generic computer. - I run a Dell Precision 7710.

I did change the login to the network, so it must be my laptop that's set to delete all cookies at the end of a browser session. The thing that's weird is that the MAC switches back and forth between 2 different addresses - is this IP4 vs IP6?

3 years ago

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zandor60657

Contributor

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204 Messages

3 years ago

This could possibly be a MoCA connection. MoCA is basically ethernet over Coaxial. Aside from the latest version it doesn't have any built-in security and a lot of combo cable modem + WiFi router units support it including Comcast gateways. Sometimes it's used to connect a TV box to the internet. At any rate MoCA can leak in over cable lines from neighbors if you don't have a MoCA PoE (point of entry) filter installed. MoCA PoE filters are cheap, less than $10 on Amazon. Normally they're installed where the cable comes in, but if you're not using MoCA just putting a PoE filter on the back of the gateway or router will suffice.

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Visitor

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4 Messages

@zandor60657 Thanks for your reply. The emails being received from Comcast and the data on the router indicate the connection is being made wirelessly. The Password for wireless access was changed, yet the emails continue. It may somehow be related to settings on a laptop clearing all history and cookies at the end of a session, and as a result, the device is perceived as new? There are only 2 MAC addresses associated with the sign-in, and it would appear that one is an IPv-4 and the other an IPv-6, both from the same device.

3 years ago

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CCStephanieT

Contributor

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342 Messages

@implement Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

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

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

3 years ago

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user_ca4ad5

Visitor

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2 Messages

3 years ago

How do I just stop the email notifications? I don't care if there are new devices connecting to my network.

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Your Home Network

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a new device has joined your home network

MikeB39A

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CCAshley1

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zandor60657

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CCStephanieT

user_ca4ad5

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