Powered down devices shown connected on Xfinity app

My wife's phone always shows up when the Xfi app is opened even though it has been powered down and "forgotten." The message indicates that a "New device detected with strong WiFi connection." As a consequence of this persistent "ghost" connection every time a genuinely new device connects the app now fails to notify me of that connection because the "ghost" connection gets in the way.

So my question is how can I clear my router's cache so this "ghost" image goes away. I have a Technicolor XB7 modem/router gateway.

Thank you for your attention!

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CCShan

Official Employee

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443 Messages

3 years ago

@

user_9581ab Thank you for reaching out regarding your connected devices. Have you already attempted a restart or reset of the modem? Are there any other troubleshooting steps you've already taken?

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user_9581ab

Visitor

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2 Messages

@XfinityShan, thank you for your response.

In answer to your question, yes, I did the following:

1. I uninstalled and reinstalled Xfinity app on my phone

2. I did a factory reset through the 10.0... page.

None of the above seemed to fix the problem. Then just this morning I checked the app again and, lo and behold, the persistent "New device" message had disappeared! Note that this was 2 days after I performed 1 and 2 above. So who knows what solved the problem, but as the bard noted, "all's well that ends well."

Again, thank you for your support!

Best regards,

user_9581ab

3 years ago

0

CCErika

Problem Solver

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339 Messages

Good morning! Thanks for updating us! It's a great to hear the issue has been solved. If you need anything else we are here for you 24/7, please do not hesitate to reach out. I hope you have a wonderful day!

I no longer work for Comcast.

3 years ago

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user_9581ab

Powered down devices shown connected on Xfinity app

CCShan

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