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Visitor

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2 Messages

Fri, Sep 23, 2022 12:51 AM

ARRIS GATEWAY

Setting up a new modem from xfinity and before I has connected any devices there were 5 devices by the name CTDI CMTX
And had the icon of a router I've been having problems ever since saying my smartphone is connected when I'm not even home also it renames the devices connected as I have a Samsung a53 and it renamed the device to SWDK3560 and I wastnt even connected to the network yet. Also my wife's iPhone connected to the gate way at 3am and she her device wasn't even near the area I mean she was at least a few miles away so Comcast seems to do nothing about my situation but tell me I need new modem. Got the new modem and same thing happened. Please let me know what I can do to fix this it's a bit of  a hassle and I feel not secured enough I've tried VPN and it doesn't seem to stay on and random settings are always being changed. I'm in need of some serious help.. 

Official Employee

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3.3K Messages

10 d ago

Hello @user_a7c6df! Thanks for reaching out to us here for support. This definitely sounds like a strange issue and I would love to take a closer look from our end to see what we can do to make this right. Please send us a DM with your first/last name and service address, so we can help. 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

Visitor

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1 Message

4 d ago

Also having this issue - what was solution? 

Visitor

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1 Message

1 d ago

My xfinity app just notified me that 4 new such devices connected to my network. I tried pausing one and was not allowed to do so. I added it to my unknown devices group and paused it and and now my xFi app shows that my Gateway is Offline but when I access my gateway locally, it all seems to be fine.

Visitor

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2 Messages

1 d ago

I recently just upgraded the modem and my speed package the operator  Professionally assured me that this wouldn't happen again anShe even gave me a $25 bill credit which didn't help much because as soon as I got the new modem I got hacked again oh my God it hacked again with the same exact devices CmBTX and their device bases we're logged on  the company is out of Texas and they make CT machines for the hospitals and doctors office.

Official Employee

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160 Messages

Hi there @user_a7c6df Thank you so much for your time and patience today. I'm very sorry for the inconvience you are going through. Were here to assist you, if you like to DM us your full first and last name along with your full service address so that I can assist you further.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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