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user_0fe07a
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Friday, September 22nd, 2023 3:29 AM

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Devices on Wi-Fi that Aren’t Mine

I recently moved into an apartment building and started service with Xfinity. I only own ~4 devices that should be connected to my wifi: my laptop, phone, PlayStation, and TV. No one knows the password but me. However, when I open the Xfinity app and look at the devices connected to my Gateway, there’s at LEAST 15 devices connected at any given time that I don’t recognize. When I run a troubleshoot on any of the devices, it says that all of them have a “wired connection” to my gateway. I have no devices with wired connections. It’s pretty obvious that this means my neighbors are stealing my wifi, but how do I make it so they can’t? Xfinity support says that it’s impossible for anyone to connect to my wifi without the password but that’s clearly not the case.

Question

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Updated 

1 year ago

4.1K

5

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user_93efaa

Visitor

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8 Messages

2 years ago

Connect to your gateway, IP 10.0.0.1 using browser and make sure your both frequencies have correct security settings.

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0

user_778fb3

4 Messages

2 years ago

I got a new modem and it shows 52 devices that aren’t connected but once we’re. Is this from a previous user? I don’t recognize any of these devices? 

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flatlander3

Problem Solver

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1.5K Messages

2 years ago

Xfinity modems use MoCA.  It's Ethernet over coax.  Your neighbors could be intentionally or unintentionally connecting to your gateway.  There is no security in the MoCA version Xfinity unleashed on the public.  You can turn it off with the app, but many report it turns itself back on.  They're also running up your data usage, and using bandwidth, plus it's a security problem. 

Try an MoCA PoE filter (point of entry filter).  It blocks the higher frequency MoCA uses.  If you have no MoCA devices yourself, like a coax connected cable tv box, you can screw it right to the back of your gateway.  If you do have coax connected devices, it should go on the coax where your service enters your residence. 

They're around $10 on Amazon, or you can order one and have it delivered to a Walmart in a day usually.  You can also get one at an Xfinity store if there is one by you.  Search for "MoCA PoE filter" to find one. 

(edited)

3

user_778fb3

4 Messages

@flatlander3​ do you know if when you get a new modem it’s actually new or just new to me? I got a new one Tuesday and there are 52 not connected devices that I have never heard of

2 years ago

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flatlander3

Problem Solver

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1.5K Messages

@user_778fb3​  A lot of them are refurbs.  It's just rental hardware.  The default MO of the "techs" is to replace the modem if there's a problem to placate the customer, regardless of if there is actually a signal or line problem that needs to be fixed.  No company in the world could afford to scrap hardware at a rate like that.

It shouldn't matter though.  The hardware itself doesn't remember connected devices.  When you activate it, it's using the CM MAC address and it links to your account.  It's a new slate for configuration settings. 

If you never want to see the issue, or database problems with gateway trying to get its configuration from remote database, you can still use 3rd party equipment.  Then whatever configuration changes you make are stored locally.  Whatever device (modem/gateway) you use has to be Xfinity approved:  https://www.xfinity.com/support/articles/list-of-approved-cable-modems   You don't have to buy it there, get the model number and shop around.  Prices vary wildly.  

2 years ago

0

user_778fb3

4 Messages

There’s a list of devices that have never connected to my internet before though, including a “nest” that we don’t have. So it must be from whoever had the modem before me or from when it was at the store or wherever? 

2 years ago

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XfinityAngie

Official Employee

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1.8K Messages

2 years ago

@user_0fe07a, Thank you for reaching out to Xfinity Support. We know how important it is to keep your Wi-Fi network safe. Please let us know if you are still having issues. A great place to start is to change your Network name and password. If you need assistance with this, you can get instructions through the Xfinity app. We would be happy to assist you here as well. 

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flatlander3

Problem Solver

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1.5K Messages

@XfinityAngie​ If security was important, you wouldn't have two factor data breaches with email, or MoCA 2.0 enabled by default.  Controlling a gateway with a phone app wouldn't be an option either.

A password change doesn't fix this.

2 years ago

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user_fjvpcm

1 Message

1 year ago

I have exactly the same problem exactly and I've used 415 GB of data in one month. And I as well have a TV 2 smartphones and a laptop. There's no way and it's only me. I have no other people in my home. An xfinity won't lower my bill.

1

XfinityDena

Official Employee

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3.2K Messages

@user_fjvpcm I am sorry to hear you have devices on your network you do not recognize. I suggest removing them and changing your password. You can also report this to our Customer Security Assurance. You can contact them by following this link: https://internetsecurity.xfinity.com/help/report-abuse/ or by calling CSA Toll-Free Number: 1-888-565-4329. Data usage is also verified by an independent, third-party auditor and if you are seeing incorrect usage our CSA team would be able to assist you with this as well.

 

I would be happy to review the account for a new discount. Here is a link: https://www.xfinity.com/learn/offers with our current promotions if you wanted to take a look. Just make sure you are logged on to your account to see the promotions available for your account.  You can also set up the services directly from the website. I also want to let you know there is a government benefit program called Affordable Connectivity Program that could save you up to $30 a month on internet costs. Please visit the link: www.xfinity.com/ACP to check out the process to qualify.
 
Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

 

- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

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1 year ago

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