Community Forum

"a new device has connected"

Contributor

Re: "a new device has connected"

That's why I keep my XFINITY hotspot turned off. That's what they told me mine was from but I still haven't heard a feedback after I sent the security department my firewall list
New Poster

Re: "a new device has connected"

This message is to the Comcast employee KenF. Does Comcast have a fix yet? Thx. 

New Poster

Re: "a new device has connected"

Trying to set up my new pods and received incessant notifications that a new device connected to my net work. Freaked out, unplugged all pods and am changing password!
Contributor

Re: "a new device has connected"

As this thread goes back to January and there's still no fix, it's time for me to chime in.  In early May, I started getting one and then two devices showing up as "not connected" on my gateway admin page.  I have an Arris TG1682G with no wifi extender.  I spoke to three different Comcast reps who had no knowledge of this issue and they told me to do the same thing ComcastDaniella suggests -- click "forget device" on xFi.  That does not work in my case.

 

I've blocked the devices on the gateway and have repeatedly clicked "forget device" on xFi.  The same devices always return within 24 hours.  If I reset the gateway to factory defaults, increase the firewall level and even change my password, then the devices return within minutes.  There's no way to get rid of them and since it's always the same two devices, xFi does not notify me because the notification setting is only for "a first time connection".  I literally check the xFi web page (I have no devices to download the app) every day.  I just had xFi forget the devices again, but I know they will return soon.  Be assured, these devices are not mine.

 

Both devices are from the Chinese firm ZTE and only have a MAC address.  My neighbor has five unknown devices showing up on her gateway and another friend has more than a dozen.

 

Are there any updates on this issue?  It really is time for a full resolution. 

Official Employee

Re: "a new device has connected"

Hi @Happygal, sorry to hear you were having such problems with it. We are working with our technical teams to resolve the notices. In some instances "new device connected” notifications are being incorrectly sent before a valid WiFi password is entered for that device to join the network, and these devices may incorrectly appear in the Connected Devices list in xFi temporarily. Be assured that these devices are not connected to your home network, and here is how to confirm it:


     You can verify if an unknown device has connected to your network by checking for an IP address in ‘Device Details’. Fully authenticated devices that have entered a valid WiFi password will have an IP address assigned and displayed; devices that have not entered a valid WiFi password will not have or display an IP address. If an IP address does not appear in the Device Details, then the device is not connected to your home network. You can remove these devices from appearing in your xFi Connected Devices list by selecting the device, then selecting ‘Device Details’ and ‘Forget Device’.

     We apologize for any inconvenience and continue to work with our technical teams to bring this issue to a full resolution. If you would like me to trouble shoot more with you, please send me a Private Message by right-clicking on my name. If you prefer, I can send you a message and look at your account from there. 

Official Employee

Re: "a new device has connected"

Hi @flaboy,

If they only have a MAC address, and no IP in Device Details, then they are not really connected. The notification is incorrectly sent before the wifi password is entered for that device to join the network. 
We are working on it, and I apologize for the hassle this is causing you. 

If you would like me to trouble shoot more with you, please send me a Private Message by right-clicking on my name. If you prefer, I can send you a message and look at your account from there. 

Contributor

Re: "a new device has connected"

Hi @ComcastDaniella:  Many thanks for your response.  As these devices are not connected and I have them blocked, I really don't see a need at this point to trouble shoot my account.  I appreciate Comcast's efforts to find a resolution and I'm hoping when that happens, we'll be able to get rid of these unknown devices for good.  Should the situation change, I'll let you know.  When there is a fix, will it be posted in this thread or will there be some type of special announcement?  Again, many thanks for your efforts.

Official Employee

Re: "a new device has connected"

@flaboy Thank you for your cooperation with me. Once we have a fix in place, we will post to the forums. I can't say if it'll be in the thread or an annoucement, but we will keep you updated. 

Thanks for your kind words, and for using the forum!

If you need anything else, please feel free to start a new thread or call in for support.

Contributor

Re: "a new device has connected"

But they do have IP addresses. 

Contributor

Re: "a new device has connected"

Funny I was told in March you were working on a fix. I bet in August you will post you are working hard on a fix or just post problem solved. 

Regular Contributor

Re: "a new device has connected"

Removing my comment as unhelpful...watching for Comcast updates.

Joe V
(not a Comcast employee, just another paying customer)
Contributor

Re: "a new device has connected"

Hi @fossilsol.  Perhaps my situation is a bit different from yours, but, neither of the two devices showing up as "not connected" on my network have an IP address and they never have had an IP address since this started for me in early May.  Only a MAC address and they remain blocked as well.

Contributor

Re: "a new device has connected"

All the ones i and others have had have ip adresses and can not be blocked since they never connect for more than a few minutes making it hard to catch and block.  

Contributor

Re: "a new device has connected"

@fossilsol -- I understand what you're saying and my best guess is that a couple of different things may be going on with this issue.  What's causing it and why it's different -- I can't explain.  I can confirm that my two friends mentioned in some of my previous posts have also never had any of the devices connected (like me), while others like you have that brief connection not giving you the chance to block them.  In my case, anything that says 'not connected' can be blocked and the setting holds.  My glitch is if I have xFi 'forget' these devices, they still reappear within anywhere from a couple of minutes to 24 hours -- can't get rid of them permanently.  I wonder how widespread this issue is? There are many, many internet customers who probably don't know how to access their gateway admin page or even know about the xFi app or web page.

New Poster

Re: "a new device has connected"

Do you have an update on the fix for this?  I just got my internet upgrade and now I'm receiving these messages:  New Device Connected - which is not ours.

Contributor

Re: "a new device has connected"

@tedgomur -- don't hold your breath.  This issue, for some, dates back to January.  If you call Comcast, they know absolutely nothing about it and tell you to have xFi 'forget' the device.  Doesn't work as devices eventually reappear.  @ComcastDaniella says they're working on it.  I have no reason to doubt her but I'm not optimistic this will ever be solved.

Contributor

Re: "a new device has connected"

You had better post anything that you find out about this security thread here. It is disgusting enough Comcast doesn’t take security anymore serious than this but to suggest you not post in this thread and inform the very people that has the exact security issue is grossly negligible.
New Poster

Re: "a new device has connected"

Wow - this sounds so frustrating.  Can you confirm that the issue is that you get these meaningless messages only?  Or is there an actual security breach that I need to be worried about?

Official Employee

Re: "a new device has connected"

Hi tedgormur, 

If they only have a MAC address, and no IP in Device Details, then they are not really connected. The notification is incorrectly sent before the wifi password is entered for that device to join the network. 
We are working on it, and I apologize for the hassle this is causing you. 

If you would like me to trouble shoot more with you, please send me a Private Message by right-clicking on my name. If you prefer, I can send you a message and look at your account from there. 

New Poster

Re: "a new device has connected"

@ComcastDaniella  How do I make sure there is no IP address?  I've been looking at the devices on my tv and I can't find that...

Highlighted
Official Employee

Re: "a new device has connected"

Please log into your xFi, and go to the Devices Tab. There, select a device you're questioning and go to Device Details. There, you will get a pop-up with infomation including the MAC Address and the IP Address. If it says Unknown, then it hasn't connected. 

Contributor

Re: "a new device has connected"

Whats the device name that is showing when you hit the "forget" tab and then it comes back soon after. I was getting the alerts from names that would change by a few numbers on each one. What I did before I made my report with the security department was unplugged any device that uses any type of Wi-Fi connection made in laptops tablets iPads phones home alarms any of the new wireless doorbells light bulbs refrigerators and the list goes on. Then I unplug the modem and the cable box and reset my TV so it wasn't connected to the internet through the Wi-Fi. I waited a few minutes and plugged in the modem which I have the Gateway at the time and then I plugged in any device but took Wi-Fi and logged in and kept track of the devices names. And then logged in with my laptops and phones and what I found out was my laptop was thrown out a separate device name that was coming from my network card and I believe there's one that comes from the modem as well that should be Cisco. So if I went and hit the forget button on those as soon as I log back in to the internet through my laptop it would go ahead and put that name back in my list. It might be what's wrong with some of yours guys and it could be that and extra like I had. If it's something you can do is you can log in to your admin modem settings to your browser make sure to change the password and use higher lower case and special for your password and then log out and back in with the new one. And make sure that you turn off your hotspot that's on the modem and disable the WPS setting so it doesn't allow you to push the button on top of the modem to connect another device to your Wi-Fi. If you're still using devices that use the lower signal then it's a easy way for people to hack in if they're within a certain radius of your modem. But if you've done all that you can go into your modem settings and on the left side go down to the bottom of the tabs and find your firewall settings and copy your inbound firewall setting and send it to the email after calling the support team for security and talk to a supervisor and get their email address and send it to them so they can start a case on investigating it. Good luck I know it helped mine so far
Contributor

Re: "a new device has connected"

I am having the same problem.  Under my devices, in device details, this is what I get:

 

Device Details

Xfinity Device
Hostname
F8:A0:97:43:1F6
 
Brand
ArrisGro
Model
Unknown
 
Operating System
Unknown
Device Type
Unknown
Connection Type
2.4 GHz WiFi
Connection Point
N/A - Offline
MAC Address
F8A097431FD6
IP Address
Unknown
 
What do I do??????
Dorothy Baker
Silver Problem Solver

Re: "a new device has connected"


@Anon853133 wrote:

I am having the same problem.  Under my devices, in device details, this is what I get:

 

Device Details

Xfinity Device
Hostname
F8:A0:97:43:1F6
 
Brand
ArrisGro
Model
Unknown
 
Operating System
Unknown
Device Type
Unknown
Connection Type
2.4 GHz WiFi
Connection Point
N/A - Offline
MAC Address
F8A097431FD6
IP Address
Unknown
 
What do I do??????

Seeing the word Arris might mean an X1 set-top-box?  Arris is also my XB6 gateway.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Contributor

Re: "a new device has connected"

Hey Robert, I thought that my problem was fixed 3 months ago and it just started back up last week with new device showing on my network. This is totally getting ridiculous I sent out a copy of my incoming connections going through my firewall in my modem which got sent to the top security guy email address and I never heard nothing back from him and I'm about ready to drop the whole Comcast internet cable and everything because I'm sick and tired of having to talk on the phone all day to support people just trying to figure out what the heck is going on.
Frequent Visitor

Re: "a new device has connected"

I wonder if enabling MAC filtering would fix the problem. I am not sure if it can be done with Xfi and it would be a pain on anything other than a small network with few devices and not alot of "guest" loging in. 

Contributor

Re: "a new device has connected"

it wouldn't to try if I understood that function better
New Poster

Re: "a new device has connected"

Mine keeps adding new devices every day as well. Usually a couple a day. One was Wolf-Industry in the middle of the night.
Official Employee

Re: "a new device has connected"

Hi tomracheljaden, only devices with an IP address are truly connected.  Please go to your xFi App to see the Device's details to check if there is an IP Address. 

New Poster

Re: "a new device has connected"

Can you tell me if this problem has been resolved and if so why did I receive notification of a new device connected to my service this am ?
Silver Problem Solver

Re: "a new device has connected"


@Mandyyy wrote:
Can you tell me if this problem has been resolved and if so why did I receive notification of a new device connected to my service this am ?

Any time I get that message, I research it to see if it is one that I can identify.  The last four characters are the MAC address and the first part is part of the name of the device like HP.

https://internet.xfinity.com/more/help/articles/Frequently-Asked-Questions


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
New Poster

Re: "a new device has connected"

Why should you need to research it.?And so you research it then what ?
Why is it happening and hie is it stopped
Coincidentally. Yesterday I turned on the setting to prevent visiting sites that might be harmful. Today is first day I’ve received any unknown connections. Interesting
New Poster

Re: "a new device has connected"

8-7-18

i received a message that a new device Cisco SPV just connected.  What is it?  What do I do?

Silver Problem Solver

Re: "a new device has connected"


@Handek1 wrote:

8-7-18

i received a message that a new device Cisco SPV just connected.  What is it?  What do I do?


https://www.cisco.com/c/en/us/products/collateral/video/as3005-series-media-processor/data_sheet_c78...


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Regular Visitor

Re: "a new device has connected"

I am having a slightly different problem. For the last few weeks, I keep getting notifications that " a new device has connected for the first time" BUT the issue is that these are devices that have an IP address and are already in my devices list. I'll see the same device listed several times, each using a different name - therefore xFi thinks it's a new device even though it's not.

I am trying to assign devices, use parental controls, use bedtime mode, etc. but it is hard to do this if the device names keep being randomly changed on me.

I should note that I do have a couple range extenders in my home (and hope to switch to Pods soon). I don't think this is the problem though, as I've had the extenders for over a year and the multiple new device notifications have only started in the last few weeks.
Silver Problem Solver

Re: "a new device has connected"


@eilgav wrote:
I am having a slightly different problem. For the last few weeks, I keep getting notifications that " a new device has connected for the first time" BUT the issue is that these are devices that have an IP address and are already in my devices list. I'll see the same device listed several times, each using a different name - therefore xFi thinks it's a new device even though it's not.

I am trying to assign devices, use parental controls, use bedtime mode, etc. but it is hard to do this if the device names keep being randomly changed on me.

I should note that I do have a couple range extenders in my home (and hope to switch to Pods soon). I don't think this is the problem though, as I've had the extenders for over a year and the multiple new device notifications have only started in the last few weeks.

Not sure about the range extenders, but you should probably "forget" those older devices; the new ones may be created because xFi thinks they are new devices because they have slightly different names.  I can't explain why the names change.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Contributor

Re: "a new device has connected"

First, I apologize for the length of this post.  There are several points which need to be discussed at this juncture.

 

1.  The phantom device isssue was first reported to Comcast in January, eight months ago.  Where is the permanent resolution?

2.  I know if there is no ip address (my case) the device is not connected.  What about the people who do find an ip address?  Certainly concerning.

3.  I have been in contact with numerous Comcast personnel via email, phone and in-person.  Either they don't understand what you're talking about, or, if they do, they're at a loss to help.

4.  The only Comcast person who understands this issue is @ComcastDaniella and I thank her for hanging in here.

 

Specifics

 

1.  Although I'm set for notifications on the xFi page and my X1 DVR, not once have I ever been notified  that a device connected to my network.  The only way I find out is if I go to the xFi page or my gateway page (10.0.0.1).

2.  The phantom ZTE device that started showing up on my network in May (not connected) is blocked on my gateway.  If I remove it via the gateway or tell xFi to forget it, it always comes back within one hour but remains blocked..

3.  Last night I went to my xFi page and discovered (again no notifications) that an "unknown Arris device" connected to my network earlier in the day.  The xFi page says it's not connected.  However, unlike the ZTE device that also shows up on the gateway, this Arris device is nowhere to be found on the gateway page as either being connected or not connected.

4.  This Arris device has a MAC address and it turns out to be my own gateway.  Obviously, it is connected otherwise my internet would be down.

 

So, not only do I have a phantom device that isn't connected (my neighbor has five of them), I now have my own gateway showing up on xFi as being not connected when it certainly is.

 

Again, this issue is not @ComcastDaniella's fault and I sincerely appreciate her efforts.  That said, with the money we pay Comcast each month and with all the company talk to improve their PR image, it's high time this issue is resolved once and for all.  It's beyond ludicrous.

 

 

 

 

 

Official Employee

Re: "a new device has connected"

Hi @flaboy, thank you for your feedback. I'm sorry for all the trouble with these issues. Would you be able to check that your notifications are set to ON for Network Access and Network Activity?

 

Please see more details here https://www.xfinity.com/support/articles/xfinity-xfi-notification-center
You will need to have an email and mobile set up, depending on the notificaiton you want to receive. 

 

Would you be able to private Message me the MAC addresses of the ZTE and ARRIS devices?

Contributor

Re: "a new device has connected"

Hello @ComcastDaniella.  Yes, notifications are turned on for email as I do not have any mobile  devices.  I am in the process of writing a PM to you.  You should receive it shortly.

 

EDIT:  PM sent.

New Poster

Re: "a new device has connected"

Whenever I try and search the forums about a problem I'm having, I see you reply "...PM me...". I really don't need to read about similar problems others are having; what I need are the answers.
Contributor

Re: "a new device has connected"

I agree.  We want answers posted here so everyone can read them.

Dorothy Baker
Official Employee

Re: "a new device has connected"

Hi eilgav, I can assist you. This is a slightly different case than what the others are saying, so I would like to take a closer look.  So that I can take a look at your account, please send me a private message and include your full name and account primary email address. Please click on my name to see my profile, and then hit the blue "Send Message" button.

Regular Visitor

Re: "a new device has connected"

I have received 3 new-device-has-connected Messages in the last two weeks. When I look up the devices credentials, I do not recognize them. I have pause them. And now deleted them. But I am concerned that my network seems vulnerable to 3rd party devices. Please advise.
New Poster

Re: "a new device has connected"

Whenever I turn “Protected Browsing “ on , I get this problem. Whenever I turn “Protected Browsing “ off ,I no longer get “new devices connected”. Has anyone else tried this
Contributor

Re: "a new device has connected"


@Mandyyy wrote:
Whenever I turn “Protected Browsing “ on , I get this problem. Whenever I turn “Protected Browsing “ off ,I no longer get “new devices connected”. Has anyone else tried this

No link between "protected browsing" and this issue for me.  

New Poster

Re: "a new device has connected"

About two months ago I got an email from Xfinity/Comcast telling me that I should take my modem in for an upgrade. In July I did. I almost refused the trade-in because the new Gateway only had 2 ethernet ports rather that 4 (as in my prior modem-yes Comcast, some of us dinosaurs prefer hard-wire, especially if you live in a metal frame house, AND it is a bit more secure). But I wanted the higher (promised) speed, so I decided to make it work.

 

I'm very glad that I did. Not only did I get the higher upload/download speed, but I fell in love with the Xfi Gateway Manager. I can easily name & identify all my devices? Whaaat! I can name & identify all the people on my wi-fi? Whaaaat! It will send me a text when someone tries to access  my network? Whaaaat? Awesome job with this one Xfinity. Here's my Gateway model.

xFi Gateway Details.jpg

Then this morning I wake up to a message telling me that a new device is trying to access my network. This is my first one of these in over a month of having the new Gateway up. I fire up xFi, and it tells me the device name, TexasIns-1E73 (can you guess where I live?). This device has used <0.1% of data. Device details tells me the name, TexasIns.

 

TIme for Google. "What is a TexasIns". Turns out it's a short name for Texas Instruments (well ain't that appropo!). Looking for other relevent pages, oh,  Tom Tancredi, that guy knows his stuff. I go to Tom's Hardware Forum. Oh, good stuff, very relevant.

 

So great, probably not an issue. Just a phone, laptop, etc. pinging my Gateway. Forget the device, and it's "Bye Felecia!". If I want it to stop, go to Edit Wi-fi and uncheck Broadcast WiFi name.

 

My question (and the point of this post) is, it took me about 5 minutes to figure this out. I wasted about 20 minutes reading this Forum, reading posts that were misspelled (oh, wait, if I'm going to make fun of other people, better check MY spelling. No spell checker in Xfinity Forumland) and with worse grammer than a 5 year old, obfucation from Comcast spokespeople, and no real solution to a non-issue obviously causing angst to their customers!

 

Comcast wants us to leave our Gateways open to the world for their uber-anyone can connect to us around the planet project, yet they leave their customers in the dark.

 

Thanks for letting me vent. 

 

Contributor

Re: "a new device has connected"

What does "broadcast wifi" do?  Where do I go to uncheck it?

Dorothy Baker
Official Employee

Re: "a new device has connected"

Hi Atborad and Anon853133, Thank you both for your feedback.
General answers and troubleshooting tips are shared in the forums. In some cases, we need additional details about a customer’s network settings or connected devices. In order to protect the privacy of users, we ask for them to PM. Can you provide some details about the problem you are experiencing? If sensitive network information is involved we can move our conversation over to private message.

Regular Visitor

Re: "a new device has connected"

Not long ago, Xfinity sent me a new gateway modem. I was urged to install the Xfinity Wi-Fi app.

Since then, at least 3 devices connected to my network.
Two connected Monday, an Intel – 0000 at 1:46 PM and generic Litein technology at 1:31 PM. There was no activity on these two devices. I looked for more information on them and each had a Mac address but no IP address. I used the “forget device“ command, so they are no longer listed as devices in the Wi-Fi app.

A device connected on July 20, identified as Apple – 310 D. It has not yet been “forgotten” so there is a little more device information on it. Here is what the app says:

Device type: unknown

Connection point: N/A

Host name: C0:9F: 42: 6A: 31: 0D

IP address: unknown

Is this happening because I have elected “protected browsing“ on the new Xfinity Wi-Fi app?

Can you assure me that my modem is not being hacked?
Contributor

Re: "a new device has connected"

7 months later what have you found out?