Devices NOT connected showing as connected on Xfinity app after activation of XB7 Gateway

I activated an XB7 Gateway a few days ago. Ever since I did, my Xfinity app shows devices as connected that are not. One is a Windows 7 Laptop computer that I did use on the network with my former modem, but it has been unplugged and not on my internet for over a year. It seems to pop up randomly shortly after a device that had not been connected is connected (such as if I have been away from home and return and my phone reconnects to the internet). The Windows laptop then disconnects if I turn that device off. When it disconnects, I have on several occasions used the Xfinity app to tell it to forget device and it seems to for a few hours or a day, and then the "connected" Windows laptop shows up again. Besides using the app to "forget" the device, I have tried restarting my gateway several times, uninstalled and reinstalled my Xfinity app. I looked at admin tools thinking there might be a way to remove the Windows laptop (which shows on the interface as a host name of 12 alphanumeric characters grouped by twos separated by colons). Then, today (after uninstalling and reinstalling the Xfinity app), my Roku is showing as more or less permanently connected when it is off (even when I physically unplug it and even after restarting the gateway which should have disconnected everything. I realize this probably isn't a major issue, but I would like suggestions as to how to permanently remove the Windows laptop. I need to retain my Roku, however. Is this just an issue with the app? Thank you.

Responses

Accepted Solution

XfinityBenny

Official Employee

•

821 Messages

1 year ago

@user_3cf91a You want to use the instructions on this https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi page. All devices you connect will still show up as connected devices, even if they're off. If you don't want to see that, you can Pause or remove them with the steps on the link above.

user_3cf91a

Visitor

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6 Messages

Apparently I did not make my question sufficiently clear. I realize that all registered devices will appear in the app BUT there is one grouping of devices that are connected to the gateway at a particular point in time and a separate grouping of registered devices that are not connected at the present time. The generic Windows computer which was registered on my prior modem but hasn't been used in the last year and isn't plugged in randomly showing in the connected device grouping with a green dot. It also shows in the admin tool on the webpage as being connected. Same with my Roku (which I do use regularly) that used to toggle between the connected device grouping and the not connected device grouping in the app depending on whether it was actually turned on at that particular moment but now does not leave the connected device grouping even if I unplug it. Prior to activating the new XB7 Gateway the app was accurate in indicating whether or not the device was currently connected. FURTHER: As of this evening, my Samsung Smart TV which is definitely connected, does not appear in the app as either a connected or not connected device and does not show on the Gateway in admin as connected or not connected despite the fact that it is running and I have accessed internet features on the tv. The app does not notify me that the device is connected and does not notify me that a "new device" (which my Samsung tv should show as since it suddenly isn't a registered device on the app. I have reset my XB7 several times and uninstalled and reinstalled the xfinity app. Any ideas please?

1 year ago

XfinityMichaelC

Administrator

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4.3K Messages

Thanks for the further clarification, @user_3cf91a! This is certainly an interesting case you have here which will require us to have a closer look into what could be going on. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you?

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1 year ago

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user_3cf91a

Devices NOT connected showing as connected on Xfinity app after activation of XB7 Gateway

XfinityBenny

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