Community Forum

Diconnect the device in xfi

New Poster

Diconnect the device in xfi

I have devices that appear in xfi connected and can not remove the device or disconnect them please advise
Silver Problem Solver

Re: Diconnect the device in xfi


@irmajenkins4460 wrote:
I have devices that appear in xfi connected and can not remove the device or disconnect them please advise

Can you "forget" them?


I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Official Employee

Re: Diconnect the device in xfi

Hello irmajenkins4460. Below is instructions for remove devices using our xFi App. 

 

Removing Devices

 

You can remove a device that is not connected from the Devices section by selecting the name of the device either from the Devices section or from the profile where the device is assigned, then select Device Details > Forget Device. This will remove the device from the Devices section and unassign it from the profile it was associated with, if applicable. It will also permanently delete all historical network activity of this device. If the device reconnects to your home network, it will appear as a new device.

 

Learn more by visiting: https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi

 

Please let me know if you need any further assistance. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Diconnect the device in xfi

I'm talking about when the device is connected
not when it's not connected
New Poster

Re: Diconnect the device in xfi

No can't disconnect and forget while they are connected I need to know how DICONNECT the device before I can connect them
Official Employee

Re: Diconnect the device in xfi

@irmajenkins4460. You will have to disconnect each device manually via each devices 'WiFi settings' menu. If you are unable to do so, we recommend you reset your WiFi password. This will kick those devices on your network. Your only other option is to use the PAUSE feature instead of fully disconnecting them from your WiFi network. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
New Poster

Re: Diconnect the device in xfi

I have the same situation as the original post but with a possible twist. In my case devices continue to appear connected long after they have been completely away from my wifi network. Out of frustration with not being able to "remove" them because the can't be manually "disconnected" I "paused" the missing devices.

This solution is totally bogus needs to have been corrected by Xfinity months ago.

 

Do the right thing and at least make it possible to rescan for truly "connected" devices when pulling down on the screen. The "disconnected" devices should then be able to be "removed".

 

Is this less than clear?

New Poster

Re: Diconnect the device in xfi

How would I recover any forgotten devices? My Xfi app showed that my phone wasn't connected anymore. So I figured I could forget and reset, but now I can't recover my phone
Official Employee

Re: Diconnect the device in xfi

How would I recover any forgotten devices? My Xfi app showed that my phone wasn't connected anymore. So I figured I could forget and reset, but now I can't recover my phone

Awnpointe, are you unable to connect your phone to xFi after forgetting it? Did you see the MAC address as a new device? 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!