Check out these FAQs about setting up your devices and people so you can use Xfinity app features. The Xfinity app is where customers manage WiFi, devices, people, Family Settings, CyberSecure, and compatible Works with Xfinity smart home controls when available.
Devices
Why am I not seeing some or all of my devices in the devices list?
If you recently activated your Xfinity Gateway or changed your WiFi name/password, make sure your wireless devices are connected using the current WiFi name and password. Devices connected to the public xfinitywifi hotspot will not appear in your personal home network device list. If you use an additional third-party router or extender, devices connected through it may not appear or be controllable in the Xfinity app.
I don't recognize the names of all the devices listed. How can I identify them?
Select the device from the WiFi section, then select Device Details to view the manufacturer. If the displayed name is a long string of numbers and letters, it may be 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?
Green dot means connected; grayed-out means not currently connected; pause symbol means paused; purple pause symbol means currently in a scheduled pause.
If I have a duplicate device, how do I make sure I have only one active device in the Xfinity app?
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.
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 use 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 device from the Devices Not Connected, select Device Details and then Forget Device. This unassigns the device from its person if applicable and permanently deletes historical network activity for that device.
How do I unpause a device?
If the device is individually paused, select it from WiFi and choose Unpause Device. If all devices assigned to a person are paused, select Unpause All Devices. If paused by a schedule, select the person and choose Wake Up to resume until the next scheduled pause.
Why is a device that has been paused still able to access WiFi?
Pausing may not immediately disrupt activity already in progress. Pause only applies to home network WiFi access and does not block cellular data, public Xfinity WiFi hotspots, other WiFi networks, or local network devices such as printers.
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 the Xfinity app. If it doesn’t, close the Xfinity app and open it again. Locks paired in the Xfinity app, except for August Locks, can be renamed on the Device Settings page.
Why isn’t my device responding when I try to control it using the Xfinity app?
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 the WiFi tab 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?
People let you organize assigned devices and unlock features like screentime limits, schedule pause, screentime details, and Family Settings safer browsing controls.
- From the Connected to your WiFi, tap Add a person.
- Give the person a name, select an icon, and then tap Add person/Add Profile.
- Assign devices to the person to apply their settings.
To learn more, see Use Family Settings in the Xfinity app.
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.
Compatible smart home devices settings
Can I control any smart home device from the Xfinity app?
Xfinity Smart Home and Xfinity Shield by Xfinity Home members can control settings only for compatible Works with Xfinity devices that are linked to the Xfinity app.
- To link compatible devices, use the Home tab or applicable device controls in the Xfinity app.
- Smart home device names may come from the manufacturer app, while network device names in WiFi may show the hub, bridge, hostname, or nickname.
- If a linked device does not respond, confirm it is not paused, confirm it can be controlled in the manufacturer app, quit and relaunch the Xfinity app, or unlink and relink the device.
Advanced settings
Why am I no longer able to view/change some advanced settings?
Some advanced WiFi settings may be managed automatically to help optimize the home network. If you do not see 2.4 GHz and 5 GHz settings, those settings may be managed automatically. If you use WiFi Boost Pods, you may not see separate network names because Pods require one WiFi network name and password.
Notifications
What's the difference between Network Access and Network Activity notifications?
Network Access notifications alert you when there is a change in WiFi settings related to home network access. Network Activity notifications alert you when a new device joins the network for the first time, a person is near their screentime limit, or there is a threat that requires attention for Xfinity CyberSecure.
Privacy
How is the information regarding my home network being used by Comcast?
Comcast uses information from the Xfinity app and related web services 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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