how to disconnect a device

I plugged in an xFi pod at the wrong time and it was recognized as a device connected to my network. I want to disconnect it but none of the advice I can find works. Xfinity Home app directs me to Xfinity app. In the Xfinity app the device details say it can't be forgotten until disconnected. But there is no way in the app to disconnect it. A patient customer service person directed me to the web-based Admin app. I can see the list of devices but the edit key doesn't do anything useful, I can't find a place to delete the device. Although the device is unplugged it is still listed. I tried unplugging and restarting the gateway but that had no effect. My iPhone and iPad have up to date ios and my Xfinity app is current. Any other ideas?

Responses

Accepted Solution

XfinityThomasB

Official Employee

•

2K Messages

1 year ago

Hello smithwin

Can you please make sure that your xFi Pods are visible and not blocked by furniture or other large objects. Try unplugging the xFi Pod and plugging it back in. It may take a minute for the xFi Pod to connect. Check for a small light on the front of the xFi Pod when first plugged in. If you need to reformat the xFi gateway, that would be done by looking on the back of your Xfinity router there's a pinhole sized reset button on the back. It cannot be pressed by hand, and you will need something such as a SIM card try pin or ear ring to hold down the reset button..

2

0

smithwin

Visitor

•

2 Messages

Thanks, but the xFi Pod was not recognized as a pod connected to the pod network, it was considered a separate device, recognized even after unplugging it. I finally managed to get rid of it by deleting a camera within the camera's app. That cameras seemed to share the MAC address of the pod. I'm glad I stumbled on this before having to reset the gateway as you described. But, my overall problem was that none of the directions for removing devices from the Xfinity app or the admin app worked. They are out of date.

Thanks for your help.

1 year ago

0

XfinityThomasB

Official Employee

•

2K Messages

Thank you smithwin

Appreciate the details! This is always a huge help for us to provide the best possible experience with our hardware. We always strive to ensure our equipment has smooth setup and even easier troubleshooting. I am going to make sure we submit some feedback on the troubleshooting information. Thank you!

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

1 year ago

Your Home Network

smithwin

how to disconnect a device

XfinityThomasB

smithwin

XfinityThomasB

New to the Community?