Rogers Xfinity App is showing device that is not there.

[User1445713]

Just wonder if there is a way to synchronise the Rogers Xfinity App list of connected devices to the match the list from the router portal (Webpage Access)?

The first issue I had was an IP from my phone stuck to original number locked in the app after changing router subnet structure. The app would show old incorrect IP for my phone even if I used "Forget this Device" function. Next time around the old number would come up. Eventually I got it sorted out by assigning new static IP in the router XB8 gen. 3 and releasing it later.

Now I run into this new weird problem. The app is showing me connected device that is not on the network. In the router settings I can see the device in the off state. Physically the device is not at home. Wifi network scanners do not show this device. The app is persistent that the device with this MAC address and IP to go with it is on line and it can even perform the connection test. I printed the list of all devices from the router, compared it to laptop Wifi scanner and compared to the Xfinity app device list. All is matching except for this one extra showing in the app only. Reboot of the app makes no difference. I'm assuming it's coming from some crossed IPv6 address or something similar.

Any ideas or help how to reset it?

***Edited Labels***

[-G-]

@User1445713  It is possible for you to get false notifications of devices joining your network.  This is not something that you can fix on your own.  You need to contact Rogers tech support.

The same thing happened to me a few years ago.  To confirm the problem, I completely disabled Wi-Fi on my Gateway and disconnected devices from the LAN ports, and then cleared the list of connected devices.  There was no way that any device should be able to join my in-home network.  With my iPhone connected by wireless data, I launched the Xfinity app (then called Ignite WiFi) and watched as I got notifications of devices supposedly connecting to my Gateway.

I informed Rogers of this and, after some investigation and troubleshooting, they ended up fixing the problem by resetting things in their back-end systems.

[User1445713]

It sounds like the Xfinity app is connected to my rogers account with the list of devices managed by some server with its own idea of what is what. At the beginning I was thinking that the purpose of this would be to identify a laptop with wired LAN and WiFi connection as one device but there are too many issues for this to really work.

Right now it's a mess. The App is not reading what the router is doing.

[-G-]

Back when Ignite TV got introduced, the XB6 was pretty much a standalone device.  Pods were not available yet and there was no mobile app to manage the Gateway or connected devices.  The app, and the back-end cloud-based management infrastructure that supports it, was something that Comcast introduced later.

I was never able to get any real answer as to why this (or any of the other sometimes serious) glitches manifested so I can't offer assurances or defend Rogers or Comcast.  While I don't think this one poses as an actual security threat, that said,  "That's weird!  Why is this happening?!?", is also not something that you want to say about a device that you count on for reliable Internet connectivity or to protect the security and integrity of your home network.  "We will reset it and everything will be fine" does not exactly inspire confidence either.  😀

[57]

I never found the devices list very useful, unless it were to show something that is not mine.  I have it tell me if a "new" device connects, but that has always been a device of mine that it may have forgotten or has not been turned on in a while.

I have many devices that are shown in both the connected and not connected lists. For example:

- A MacBook Air that shows up once in the connected list, but four times in the not connected list.

- An iPad Air 2020 that I'm currently using but doesn't show up as connected, but shows up five times in the not connected list.

- An iPhone SE 2020 (2nd Gen) that shows up as "Apple Device" in the connected list since an iOS update a few months ago, but shows up as iPhone SE (2nd Gen) once and Apple Device once in the not connected list.

My other devices like the Rogers boxes, a printer, an eReader, etc. sometimes appear connected or not connected without rhyme or reason.

Luckily, I have no devices showing up in either list that are not mine, but I can see my neighbour's stuff in various devices' WiFi list.

[User1445713]

Something triggers the device to show up in Connected or Not Connected list. This could be any combination of host names, manufacture names, MAC address, IPv4 and IPv6. It's probably not a security thread but it shouldn't be that complicated to keep it straight and organized. All we really need is to track the MAC addresses on cloud server from the router 1 for 1 and don't warry about IP numbers or versions. The rest is easy to label and organize.

I'll bring the device that is showing as connected back to my home network plug it in and see what comes up.

[User1445713 · Accepted solution]

The device showing on my network was Amazon Fire TV Stick. When I brought it home and connect to my network, it started to work with the parameters that were showing in the app. The IP and MAC address were exactly the same as in the app. The list of devices didn’t change in the app and there was no notification about the new device. The router was showing the Fire Stick device that moved from the off-line to online.

Fire stick was connected through remote access point and showing as wired device. I logged it to the Wi-Fi directly on the router and it switched the connection point in the app from wired to Wi-Fi. After that, I powered it off and it disappeared from the list of online devices in the app.

The list of devices in the app online and off-line is not the most reliable and cannot be used as a troubleshooting tool. It somehow helps to see if the new devices are joining the network. The worst part is that the device that was stuck in the app as online was showing as active and the app could test and verify the connection as very good but the Fire Stick wasn’t there.

Thank you everybody for valuable input. Now I have a better understanding of how it works and what to expect from the app.