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Unknown devices connecting to our Gateway

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Regular Visitor

Unknown devices connecting to our Gateway

We have been experiencing internet issues for a week plus.  The technician who was here had me load xFi app on my android phone.  It has shown Apple devices connected to our Gateway.  We have no Apple devices in our house.  I have paused them as they showed up.  We also get random ArricGro, Arrow Device and Artheros C show up.  Tired of passing all of them.  

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Silver Problem Solver

Re: Unknown devices connecting to our Gateway


@Derf1golf wrote:

We have been experiencing internet issues for a week plus.  The technician who was here had me load xFi app on my android phone.  It has shown Apple devices connected to our Gateway.  We have no Apple devices in our house.  I have paused them as they showed up.  We also get random ArricGro, Arrow Device and Artheros C show up.  Tired of passing all of them.  


Anything with Arris is usually an X1 device.

 

Just because the app assigned Apple to the device doesn't mean it really is an Apple device.


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New Poster

Re: Unknown devices connecting to our Gateway

We have the same problem with "unknown devices"connecting to our home network. We just activated our service on April 10 and since then we've called customer services many times about the internet. I've identified and named all of our devices using our network password. These other devices: Arris, BilesRiQ..., S8 , Cisco and 2 Dell computers with different numbers all connected to our home network. Yesterday just received text: "A device called Cisco-F881 just connected to your home network for the first time."  Does the Gateway have different names? But why would Cisco-F881 be connecting for the first time yesterday when the Gateway has been on everyday since April?

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Regular Visitor

Re: Unknown devices connecting to our Gateway

You described exactly our situation.  I would like someone from Comcast to answer these questions.  Chasing unknown devices is not a productive way to spend ones time.

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New Poster

Re: Unknown devices connecting to our Gateway

Just spoke to a Comcast rep and he checked with their Security specialist who claims that the problem is our Gateway Modem (XB3) that hackers are able to open and connect to our Home Network. A technician is coming tomorrow to replace the modem to the newest Modem XB6. I guess some people probably don't know they're home network is being hacked or they don't care and  Comcast will not replace anything unless you complain. This is very stressful, I hope things will be better after tomorrow.

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Official Employee

Re: Unknown devices connecting to our Gateway

Hi @oaisir

 

I apologize for the inconvenience. I wanted to follow-up with you to see if the tech was able to resolve the issues you are having with unknown devices connecting to your network? 

 

@Derf1golf, I have a few questions for you: 

  1. Are the devices showing as Connected?
  2. Do the devices have a valid IP Address? 
  3. Do the MAC Addresses look normal?
  4. Is the network security mode set, or do you have it as an open network?
  5. Have you tried changing your WiFi Password?
  6. Do you have xFi pods? 
  7. Did you recently swap gateways? 
  8. How did you get the Gateway? Was it shipped SIK, did a tech swap it during an appt, or did you swap old for new in a store? 

 


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New Poster

Re: Unknown devices connecting to our Gateway

I chatted with a technician and spoke to another about this problem. I changed our Network name and password as suggested but a text alert came the next day about a Cisco device "just connected for the first time" to our home network. We're seniors & not tech savvy at all, wouldn't know how to disconnect and replace the modem so the technician came and did it yesterday. He looked at the list of devices that had connected to our home network and also wondered why it happened, he identified one device as his during installation. So far so good after 24 hours, haven't seen any new device trying to connect, problem solved for now!

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Official Employee

Re: Unknown devices connecting to our Gateway

Great, I'm happy to hear that. Do you mind if I follow up with you on Sunday to see if there has been any changes? 


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Regular Visitor

Re: Unknown devices connecting to our Gateway

  1. Are the devices showing as Connected?  Some showed as connected.
  2. Do the devices have a valid IP Address? Some showed as valid IP addresses.  They were the apple ones
  3. Do the MAC Addresses look normal? Yes
  4. Is the network security mode set, or do you have it as an open network? Security mode set
  5. Have you tried changing your WiFi Password? No
  6. Do you have xFi pods? No
  7. Did you recently swap gateways? No
  8. How did you get the Gateway? Was it shipped SIK, did a tech swap it during an appt, or did you swap old for new in a store? Installed by Comcast in April 2018.  We had few problems until April 24, 2019.  Then the TV froze, then the internet speed dropped from 150 to 50.
  9. A note:  We summer out of state and have turned off the gateway until late October.  Our plan is to have it replaced by a comcast tech when we return.
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Official Employee

Re: Unknown devices connecting to our Gateway

Thanks for addressing all of the questions, Derf1golf. I would like to research your security settings on the back end in order to continue to trouble shoot. Please reach out to me via private message and include your full name so I can access your account. You can click my name (ComcastJoeTru) to view my profile and send me a private message. Click "Send a private message" and private message me.
 


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