U

Visitor

 • 

7 Messages

Fri, Apr 15, 2022 9:05 AM

Closed

Arris Device

I received a text message saying “A brand new ARRIS device just connected to your home network” and I have no idea what that is. It looks like this question was never answered. What is it? And why can I not pause it? 

Visitor

 • 

1 Message

8 months ago

Same thing happened to me today. Also not given the option to pause.

Visitor

 • 

7 Messages

8 months ago

Hmm. If I get an answer I will let you know.

XfinitySean

Official Employee

 • 

281 Messages

Hello @user_c60dfa, thank you for taking the time to reach out to us on the forums I hope you are doing well! I can understand the concern when you see a new device connect to your network and you are not sure what it is. You have reached the right team to look into this for you today.

 

Can you send us a direct message with your first and last name and address to get started?

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

 • 

7 Messages

@XfinitySean​ I can, but please answer it here so everyone ELSE has the answer also. I don’t see why I need to message you privately when this is happening to others. 

Thanks!

XfinityTyler

Official Employee

 • 

409 Messages

Thank you in advance, for sending us a private message. However, it sounds like we would need to dive into the details of your in-home network, and your equipment, and in order to do so, we would need to speak with you privately, so we can proceed, by gathering your account details. 

 

To do so, you can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. 

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

 • 

7 Messages

@XfinityTyler If you don’t mind, I’d appreciate you not saying “thank you in advance”. Saying “thank you” implies I’ve done something for you. I called and no one could help. As per usual. So answer it on here for everyone else. Thanks. 

(edited)

Official Employee

 • 

420 Messages

@user_c60dfa

Our team is committed to providing our Xfinity customers with consistently superior service and support, right here, 24/7. We do always want to post as much possible information as we can, right here publicly, but at times we do need to look at the actual account. In order to locate the account, we must gather certain private information.

I am not seeing any general information with regards the message in your initial post.

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
andyross

Gold Problem Solver

 • 

7.5K Messages

8 months ago

Several posts about this. It appears it's probably a Comcast cable box connecting to one of the hidden WiFi ID's Comcast gateways have.

BruceW

Gold Problem Solver

 • 

24.2K Messages

8 months ago

@user_c60dfa: "send us a direct message" means:


To send the requested information in a private message to Xfinity Support from any forums.xfinity.com page:


  • Click "Sign In" if that prompt is visible  

  • Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging  

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

  • The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.

      Instead, type Xfinity Support there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

  • Press Enter or tap the > icon to send it

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

(edited)

Visitor

 • 

7 Messages

@BruceW​ Thank you. To me, “send us a direct message” means we don’t feel like answering it on here.

Visitor

 • 

1 Message

@user_c60dfa​ I agree. I came here also looking for the answer to the Arris device issue. I only figured it out due to another customer who posted above about it being the Xfinity flex box. 

And Xfinity not wanting to answer publicly is very annoying. Who wants to have to contact customer service? Go through all the security questions to verify who you are, etc. Takes way too long. It was a simple question and refusing to answer for everyone rubbed me the wrong way too 

pmr1952

Contributor

 • 

39 Messages

2 months ago

don't hold your breath getting a coherent answer any time soon. they have no clue 

Visitor

 • 

7 Messages

@pmr1952​ It’s your cable box. I got the answer. Thanks!

Visitor

 • 

2 Messages

2 months ago

I just got this message this morning, if it is a cable box its not mine (I don't have one). I live in a block of apartments but do not know how anyone could have access to my password to connect to my network, so that's scary. I have stopped broadcasting my network's name, changed the password and paused the Arris device. I have had problems connecting to my own network and the internet connection dropping out over the last couple of days with no explanation, when I test through the xfinity app connection and speed results are all good. Eek, is it someone else using my internet!? I have also had to pause an Asus device... Now that being said I do have a third party network protection app running on my phone, could it be the problem? Just thinking out loud that it might be renaming my android device for protection, to an arris device, well its a long shot but maybe that is a possibility too.

 

(edited)

zip21222

Contributor

 • 

134 Messages

2 months ago

@user_6faca6 

You're probably gonna be asked to post your own new question, but the quick answer is, if you're internet-only there's a very good chance those are MOCA devices connecting to your gateway.

I'd recommend you get a MOCA POE filter and screw it directly onto the back of your gateway.

This is the one I use, and it's working quite well: Filter, MoCA POE for Cable TV & OTA coaxial Networks ONLY

HTH

(oops, probably shoulda suggested you first check to see if you already have a MOCA filter somewhere in your incoming cable line. See the picture at the above link for what to look for. )

(edited)

Visitor

 • 

2 Messages

@zip21222​ I don't think I do, I just have whatever is standard with xfinifty black rectangle modem, nothing looks like the Moca filter on amazon pic. So I'll give it a try. Thanks!

pmr1952

Contributor

 • 

39 Messages

2 months ago

Good luck with an answer. I went into modem 10.0.0.1 and turned off the access to the arris device and still connects to my network. comcast might have an answer in a year or two. don't hold your breath. But make sure you pay your bill on time. that's sarcastic.

forum icon

New to the Community?

Start Here