1 Message
Devices won’t leave my wifi
We recently set up Wi-Fi with Xfinity, a ton of random devices that we don’t know joined. We have changed our password over five times, and the devices keep finding a way to join again. The devices are MacBooks, Nintendo, switches, and Cisco devices.
We called customer service, and they had us try to forget the devices, but since they are all connected, we couldn’t forget them. Eventually, we were able to, but they just joined again within five minutes. And this is after password changes. Finally, they decided that the cache in the modem wasn’t cleared, so they ordered us a new xfinity modem.
We have the new modem, a brand, new network, name, and password, and immediately the same devices connected on. This makes it so that we can’t use our own Wi-Fi and none of our devices work. What can we actually do to keep these stranger devices off so that we can do our school work and make our devices that we own operate?
XfinityAldrik
Official Employee
•
2.5K Messages
2 years ago
Good afternoon @user_nf1vzx, thank you for reaching out to us on our community forums. I really appreciate you for confirming the steps you have already taken. Have you tried pausing the devices in the Xfinity app?
The next step would be contacting our Customer Security Assurance (CSA) team. We take security issues very seriously and have dedicated a team of amazing security professionals to handle issues like this. Their hours of operation are 8:00 AM to 12:00 AM Eastern seven days a week. They can be reached by calling our automate system at 1(800) 934-6489.
0
0