ARRIS device connected to my account

A device called ARRIS (not ours) just connected to my WiFi. We do live in an apartment, but our network is password protected, and no one else has the information. I didn't see any option except to pause their connection. Any ideas on how they connected, or how to disconnect them?

Responses

CCMichelle

Problem Solver

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788 Messages

3 years ago

Thanks for taking the time to reach out to to us regarding your wifi and the Arris device. I know how frustrating and scary it can be to have a device that you do not recognize connected to your network. I would recommend reaching out to our Security Assurance team if you have devices you do not recognize connecting to your network. You can reach them through their website https://comca.st/2Yd0drK or by calling in during Business Hours: 6:00am - 2:00am EST, 7 days a week Contact# 1-888-565-4329. You can also add or remove devices connected to your network b. Please y following the steps provided through this link. https://comca.st/2ZSJASR. Should you need anything further please do not hesitate to reach out here at any time.

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user_a20c21

Visitor

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8 Messages

3 years ago

I had the exact same thing happen last night. An "Arris Device" connected to my network. I paused the device (only available option) and it's no longer connected this morning. I've read other posts with the same problem, so does Xfinity have a suggestion or solution?

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XfinityChristina

Official Employee

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923 Messages

Hi, @user_a20c21. You can try the above suggestion, but since it says Arris, do you happen to have a personal router connecting in addition to your modem? If it's gone, that's great you may not need to worry about it, but you can always change your network and password information. I am curious though, does it show on the icon (right hand side of the device name) what device it is, like a computer, modem, gaming system for instance?

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3 years ago

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user_a20c21

Visitor

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8 Messages

Hi Christina:

Only information listed is:

Model: Arris Device

Hostname: 20F19EF329DC

3 years ago

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XfinityJosephA

Official Employee

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1.4K Messages

@user_a20c21, thanks for sharing more details. In the end calling our Customer Security Assurance team at 1-888-565-4329 may be your best bet. This could be a device that was connected in the past. Are you viewing the Arris device using the Xfinity app? One thing you can do is turn off your modem and any other equipment you may be using. After you turn it back on it may clear out devices that could have been previously connected.

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

3 years ago

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user_a20c21

Visitor

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8 Messages

Hi JosephA:

Thanks for you help, and yes I'm viewing the device on the Xfinity app

3 years ago

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CCMike1

Official Employee

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933 Messages

Thanks, I am glad you are using the app. I would suggest updating your password as mentioned. You can also perform a factory reset on the device!

I no longer work for Comcast.

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

3 years ago

0

NoNoBadPuppy

Problem Solver

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513 Messages

3 years ago

You are posting in a several months old thread. Please create a new post to get the best chance of your post being seen. Thank you.

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user_3333a2

Visitor

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11 Messages

3 years ago

I paused the “NEW” Arris connection to my account and it stopped my TV.
Xfinity must have changed the IP address again and should NOT be notifyyme this way.
Xfinity TAKE NOTICE OF THIS!! My life is aggravating enough

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EG

Expert

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107.1K Messages

@user_3333a2

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.

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3 years ago

0

Your Home Network

Commissioner86

ARRIS device connected to my account

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CCMichelle

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NoNoBadPuppy

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EG

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