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Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

Perplexed3
New Poster

Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

I named all of the devices using WiFi in our home on Xfi so that I can see which ones are using the most data and to monitor my kids’ usage. However, I’ve recently started noticing 2 or more versions of the same device (i.e. Joe iPhone X suddenly has Joe iPhone X-23 and Joe iPhone X-264) listed in the devices connected to WiFi. How is this possible when Joe only has one iPhone X? I have paused these phantom devices which do show different usage from the real iPhone X and they remain there until I am able to “forget this device.” That only happens when they are not connected though. Is someone hacking my wifi? Is a household member up to no good? Someone please explain how this can happen! And what to do about it. Thanks.
ComcastStarr
Official Employee

Re: Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

Hi, @Perplexed3! I noticed this recently on my xFi (Xfinity) app as well, so I can understand how it would be confusing. I have a few things we can look into and go over with this. One question I do have is, are the Wi-Fi networks in your home split? Such as a 2.4 and a 5 network instead of one Wi-Fi ID that you will connect to? 


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Perplexed3
New Poster

Re: Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

Thanks for the quick response! How do I tell whether I have a split wifi? I do know that there are two wifi addresses/names on our account. One is the official one connected to the Gateway router and the other is connected to the Airport Time Capsule (we are a Mac household). Is that what you're talking about? Trouble is, the devices in question seem to be connected to the main wifi (router) and not the Airport Time Capsule wifi. But do tell me how to exactly tell if our wifi is split. Thanks!

ComcastStarr
Official Employee

Re: Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

There's a few easy ways, if you're using the xFi (Xfinity) app then it should be on the first page (overview), it will say something at the top about gateway online, then it will say "view network details", then on the next page it will show you the Wi-Fi network name and information. I would also like to look into your account specifically to double check a few things if there are different connections with the router and modem. If you don't mind, please send me a private message, just click on my name "Comcast Starr" then click send a message. Make sure to include your name and address so I can fully look into this for you. 


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Perplexed3
New Poster

Re: Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

Hi again, despite this thread being taken offline to private messaging my question is still not answered nor my problem solved. Can an Xfinity rep please continue to troubleshoot this answer for me?
CCAndrew
Diamond Problem Solver

Re: Xfi app Showing Multiple Versions of one device as On WiFi. Explanation?

This from a different Official Employee in a different thread

Apple made some recent security updates. They now provide a different MAC Address every time a device connects to a new WiFi Network. MAC addresses used to be static and made it very easy to identify a unique device. Since they made this change, updates to the device can cause it it to provide a new MAC Address, which xFi then sees as a new deivce.

Here is some detail from our FAQ, available here:
https://www.xfinity.com/support/articles/xfinity-xfi-faqs

Why am I seeing another copy of my iOS device?
Comcast is making sure that the current xFi functionality continues to function after the new updates to your iPhone and iPad devices. As a result, there is a small chance that a duplicate version of your iOS device could appear in xFi. When you have a duplicate device, you’ll want to remove the original device from xFi, and keep the duplicate device – making sure that the duplicate is named the way you want, and if desired, assigned to a user profile.

How do I check for duplicate devices?
Check in your profile, or in the list of not connected devices under Devices in the Connect tab to see if there are any disconnected iOS devices that should be connected. If you find one, look for a duplicate of this device under Devices, in the Connect tab.

If I have a duplicate device, how do I make sure I have only one active device in xFi?
First, find the original, inactive device. If it's assigned to a profile, go to People in the xFi app and select the original, disconnected device listed under your profile. Otherwise, find the device in the Devices list on the Connect tab. Tap Device Details and select Forget Device at the bottom of the screen.

To assign the active device to a profile:
Select your preferred profile and tap +Assign Device.
Select the duplicate device from the list of connected devices and select Assign. Use a unique name to avoid confusion.
Once the device is assigned to your profile, all your previous features and settings should return to normal.

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