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Steve2Day
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Wednesday, September 13th, 2023 3:01 PM

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Unknown device connected to my WiFi

Randomly checking my connected devices and I’m seeing “ ArrisGro-9c27.”  It doesn’t give me an option to “forget the device.”  I only use the xfinity router.  It gives me a mac address: D4:04:CD:E7:9C:27.  

Question

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Updated 

2 years ago

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EG

Expert

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110.3K Messages

2 years ago

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XfinityGabriel

Official Employee

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2.2K Messages

2 years ago

Hi, @Steve2Day! Welcome to the XFINITY forums page and thank you for patiently waiting for a response. I would have the same concern if I noticed an unrecognized device connecting to my home network. We can help. One option to try is a password reset on your home network. Have you tried this option yet?

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Steve2Day

5 Messages

Yes, tried a password reset.  I also unplugged and reset the gateway and then put a new password in.  And it shows up again.  Weird.  I have a security system and called the security company amd asked if the base station or any of their equipment is using Arris technology and they say no. 

2 years ago

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XfinityAngie

Official Employee

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1.8K Messages

@Steve2Day, Let's take a closer look at your account and see if we can pinpoint this for you. Please send us a DM with your name and full address by doing the following: 

• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

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EG

Expert

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110.3K Messages

2 years ago

@Steve2Day 

Have you read that Comcast employee's comment in that link that I posted ?

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Steve2Day

5 Messages

@EG​ I did see that.  

2 years ago

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EG

Expert

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110.3K Messages

2 years ago

OK so they stated that "it's nothing to worry about". The question is, is that accurate / to be believed ? I'd hope that it is... YMMV...

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Steve2Day

5 Messages

Exactly.  “I don’t know if it’s accurate.”  The reason that it’s odd to me is that I’ve never seen this before.  Going to follow up with the xfinity rep and see what comes of that.  

2 years ago

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EG

Expert

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110.3K Messages

2 years ago

FWIW. We've seen it many many times here before where a recent firmware update that they push to modems overnight makes things happen / show up when they never have before..

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