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user_e69cc7
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Sunday, October 10th, 2021 1:40 AM

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Arris device

I am not at home and a new device named Arris just connected to my WiFi. I do not know this device. Does this mean someone has my password? What should I do?

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3 years ago

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EG

Expert

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109.5K Messages

3 years ago

Start by changing your password and see ?

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user_419a20

Visitor

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1 Message

3 years ago

I just got a message like this on my android phone,  about a new arris device being connected to my xfinity gateway.  I am not near the gateway.  In fact I'm on the other side of the country.  

1) Can I reset the gateway remotely?

2) But, I might not want to do that because I have a few Yi cameras that are connected to the gateway while I am gone.  If I reset the gateway SSID password that would stop the cameras from connecting.

3) and most concerning, are hackers sending messages to phones saying arris devices are connecting and in those messages are they sticking in hacks that can take control of the phone if they are clicked on?  The message didn't appear to be a SMS txt as hit had a xfinity badge on the popup message.  My worry is that I clicked on it to see the message it could load a keypad reader and steal other passwords.   Also when I clicked on it it just went to a blank page, not a xfinity login. 

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CCJodie

Problem Solver

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1.3K Messages

@user_419a20 You can restart the modem remotely by using the Xfinity app, but that wouldn't remove a device fully from the network. From our end that isn't clear that hackers are sending those kind of messages. If the alert had an Xfinity logo and icon, then it's likely from us. But we can take a closer look at the connected devices.

Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address.

I no longer work for Comcast.

3 years ago

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user_ce28c7

Visitor

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2 Messages

@XfinityJodie​ I recently have one on my wifi too, I do have the box but it's not wireless, I came here to see if anyone else had the same issue and am finding Lots, should I be concerned and have you guys gotten any new info about this since this thread was posted? Thank you 

3 years ago

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XfinityBillie

Official Employee

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3.2K Messages

Have you tried to pause the device that's connecting with the Xfinity app? That's always my go to if I see something connect that I didn't label as part of my household. 

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_ce28c7

Visitor

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2 Messages

3 years ago

I just noticed one on mine too. I do have the cable box you can hook up to anything but I saw someone say that it's wireless and mine is not lol but I've had this box for 2 years now and never saw Arris connected before so I came here to figure out what the heck is going on! 

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