Devices
Why am I not seeing some or all of my devices in the devices list in the WiFi section of Xfinity xFi?If you've recently activated your xFi Gateway (or changed your WiFi name/password), make sure you've connected all of your wireless devices using your new WiFi name and password. You can always find this information in the Overview or WiFi section of the Xfinity app.
Devices connected to the public Xfinity WiFi hotspot, xfinitywifi, won't appear in your devices list on the WiFi tab. Hotspots are separate from your personal home network.
Note: If you're using an additional third-party WiFi router/extender alongside your xFi Gateway, devices that connect through that router/extender may not appear and be controlled in xFi.
I don't recognize the names of all the devices listed. How can I identify them?
The default name of a device will be either the manufacturer-set name (e.g., hostname or MAC address) or the one you gave your device when you first set it up.
First, try to identify your device based on the manufacturer name, which displays in the technical details:
- Go to the WiFi section of the Xfinity app.
- Select a device in the list, and then select Device Details to see the manufacturer.
- If the device is connected to your home network, there should be a green dot indicating that it's online, which helps identify what device it is.
If you still can't identify your device, you'll need to access the hostname or MAC address in your device's settings. If the default name displayed is a long string of numbers and letters, it's likely the MAC address. See Find MAC Address for Common Devices for steps to find the MAC address.
What do the different indicators for devices mean?
- Grayed-out device: The device is not currently connected to your home network.
- Green dot: The device is currently connected to your home network.
- Pause symbol: The device is currently paused and cannot access your home network.
- Purple pause symbol: The device is currently in a scheduled pause and cannot access your home network.
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 person.
How do I check for duplicate devices?
Check if the device is assigned to a person, or is in the Devices Not Connected section under WiFi 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 WiFi tab.
First, find the original, inactive device. If it's assigned to a person, go to the Connected to your WiFi section under the WiFi tab in the Xfinity app and select the original, disconnected device. Otherwise, find the device in the Devices Not Connected under WiFi. Tap Device Details and select Forget Device at the bottom of the screen.
To assign the active device to a person:
- Select your preferred person 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 a person, all previous features and settings should return to normal.
Why did my iPhone or iPad disappear from my list of devices?
If this happens, you should reconnect your device to your in-home WiFi network.
Once you’ve reconnected your device to your home network, you can assign it to a person. Once the device is assigned to a person, all of that person's features and settings (scheduled downtime, pause, etc.) will apply to the device.
Why aren't my Xfinity Home devices appearing in devices list in the WiFi section?Some of your Xfinity Home devices may be connected to a separate, secure network distinct from your primary home network. Devices like the Xfinity Home touchscreen utilize this separate network and therefore won't appear in your device list.
How long does an offline device stay listed in the devices list?
If a device disconnects from your home network and does not reconnect, it'll remain listed in the devices list in the Devices Not Connected section in WiFi for six months before automatically being removed. You can also manually remove it using the Forget Device function, which is described below.
How do I remove a device from the devices list?
Select the name of the device from the devices list in the Devices Not Connected list in WiFi.
Select Device Details and then Forget Device. This removes the device from the devices list in WiFi and unassigns it from the person that it was associated with (if applicable). It also permanently deletes all historical network activity for this device. If the device reconnects to your home network, it will appear as a new device.
How do I unpause a device?
If the device is individually paused, select the paused device in the devices list in the WiFi section. Then, select Unpause Device.
If all devices assigned to a person are paused, you can select Unpause All Devices.
If the device is paused as part of a schedule, select the person the device is assigned to. Then, select Wake Up.
Note: This will unpause all devices assigned to the person until the next scheduled pause.
Why is a device that has been paused still able to access WiFi?Pausing a device may not immediately disrupt activity already in progress on that device. Also, the pause function only pauses WiFi access on your home network and does not impact access using cellular data, a public Xfinity WiFi hotspot or other available WiFi networks.
Note: The pause function does not block connectivity to devices on a local network (e.g., a network printer); it only prevents external connections (e.g., browsing and streaming).
Why can't I access WiFi on a device that isn't paused?
Make sure that the device is not paused or assigned to a person that is paused (either manually or by a schedule).
Note: If a new device is assigned to a person that has all devices paused, that device will be automatically paused as soon as it connects to your home network.
You can troubleshoot a connection issue for a specific device by going to WiFi and selecting Troubleshoot Device under More.
Note: If you have WiFi Boost Pods on your account, the Troubleshoot Device option is not currently an available feature.Can I control any smart home device from the Xfinity app?
You can only control device settings (e.g., changing the temperature) for devices that are compatible with the Xfinity app. You must link the device to the Xfinity app before you can control these devices.
How can I control compatible devices?
You’ll first need to link the device to the Xfinity app to make it appear in the controls area of the Security section in the Xfinity app. To link, select Security, then the Add Devices button. Once linked, you’ll be able to control these devices from the Security section of the Xfinity app. For additional details, see Linking Works with Xfinity Devices in the Xfinity app.
Why is my device named differently in the WiFi and Security sections?
The device name displayed in the devices list under WiFi is either the name set by the manufacturer, like a hostname or MAC address, or the nickname you gave your device when you set it up in xFi. For smart home devices that use a bridge or hub to connect like Philips Hue, you won’t see the individual lights in the devices list in WiFi. You'll only see the hub or bridge, which is connected directly to your home network. The smart home device names you’ll see under Security in the controls section are the names you use in the manufacturer’s app.
How do I rename a linked device?
To rename a linked Light, Thermostat or August Lock, please use the manufacturer app for that device. Once renamed, it should automatically update in xFi. If it doesn’t, close xFi and open it again. Locks paired in the Xfinity app, with the exception of August Locks, can be renamed on the Device Settings page.
Why isn’t my device responding when I try to control it?
If you’re changing settings for a device in Xfinity app, but the device isn’t updating to reflect these changed settings, try the following troubleshooting steps:
- Check the devices list in WiFi in xFi to make sure it hasn’t been paused.
- Confirm you can control the device from the manufacturer app. If you can’t, reach out to the device’s manufacturer.
- Quit and relaunch the Xfinity app, then try to control it again.
- Try unlinking and relinking the device.
People
How do I create a new person?
- From the Connected to your WiFi section under the WiFi tab in the Xfinity app, tap Add a person.
- Give the person a name, select an icon, and then tap Add person.
Once the person has been created, find them on the People screen under the Manage People option in the Connected to your WiFi section in the WiFi tab. Tap Assign devices to assign devices and unlock settings like Active Time Limits, Downtime, Active Time Details and Parental Controls.
What are Guest and Household?
For your convenience, we've created two groups to help you get started. The Household is intended for smart home devices that are used by all family members, like thermostats, security systems and door locks. The Guest is intended for visitors' devices that you'd like to keep track of.
Note: These groups won't appear in People unless there are devices assigned to them.
What do the different indicators for people mean?
- A pause symbol on a person's icon indicates that the person has been paused by the Pause All Devices button.
Note: If you pause all devices for a person, any device not currently connected to your home network will automatically be paused once it connects. - A purple pause indicates that the person is currently in pause as a result of a schedule.
Comcast is making sure that the current xFi functionality continues to function after the new security updates to your device. 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 assigned to a person, so that all of the features work again.
How do I remove an assigned device from a person?
You can remove assigned devices from a person by scrolling down to the Assigned Devices section. Select Edit and then select the trash can icon next to the device you wish to unassign. Select Finish when you are done unassigning devices.
How do I reassign a device from one person to another?
To reassign a device, select the device name, then select Edit under Assigned to. You can then choose a new person to assign the device to or create a new person.
Advanced settings
Why am I no longer able to view/change some advanced settings?
If you don't see the 2.4 and 5 GHz WiFi settings (WiFi Mode, Channel Selection and Channel Mode) in Advanced Settings, this means that these settings are now being managed automatically to help optimize your home network and provide the best performance possible.
Why don't I see my device in the Port Forwarding device list?
If the device you want to set up for port forwarding isn't in the list of available devices, first make sure it shows in xFi as being connected to your home network. If it still doesn't appear in the list, it may be because it's using an IPv6 address. Currently, xFi only allows port forwards to be set up for devices that are connected to your home network and use an IPv4 address. If the device is dual stack (has both IPv4 and IPv6 addresses), check with the device manufacturer on how to disable the IPv6 or set the IPv4 as Preferred.
For more information, see setting up port forwarding using the Xfinity app.
Notifications
What's the difference between Network Access and Network Activity notifications?Network Access notifications alert you when there's a change in WiFi settings regarding access to your home network, including WiFi name/password change, hidden/unhidden WiFi name, WiFi security set to open, a network IP address change or when there's a factory reset of your Xfinity Wireless Gateway.
Network Activity notifications alert you when a new device joins your home network for the first time, a person has reached their Active Time Limit, or there's a threat that requires your attention (for Advanced Security only).
Privacy
How is the information regarding my home network being used by Comcast?Comcast uses information from the xFi service as described in the Web Services Privacy Policy and the Web Services Terms of Service.
Additional information
Visit our Online Support Center to find common solutions.
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