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user_3cf91a
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6 Messages

Friday, February 28th, 2025 7:33 AM

Notifications not received when new device connects to network first time

Despite having Advanced Security on and alerts on for when a new device connects via text, email AND push notifications, I received no alert when my daughter connected her new cellphone to our home network yesterday. What would cause this failure?

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2 months ago

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XfinityAirelle

Official Employee

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2.5K Messages

2 months ago

@user_3cf91a 

Hi there! We totally get how frustrating that must be, especially when you’re expecting those alerts for peace of mind. A few things could be at play here. Sometimes, there’s a slight delay in notifications, or if the device was previously recognized on another Comcast/Xfinity network, it might not trigger an "all-new" alert. It’s also worth double-checking that Advanced Security is still active and that notifications are enabled for all methods (text, email, and push) in the Xfinity app.

 

Another thing to consider—if your daughter’s phone was set up using a restore from an old device, it may have carried over network settings, making it appear less like a brand-new connection. If everything seems correctly set up and you're still not getting alerts, a quick reboot of your gateway and the Xfinity app could help refresh things. Let us know if you're still running into issues—we’re happy to help troubleshoot further!

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user_3cf91a

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6 Messages

Thank you. It had been over 36 hours and no notification had been received. Also. I had verified Advanced Security was on and all notification alerts were active before posting. My daughter did do a transfer from her prior phone. However, while that carried over the network name and password which would allow her to log in, it did not change the information concerning device details which show up in the xfinity app and are very different. Her old device was a samsung s22 with a different operating system from the s 25 she recently connected. Shouldn't the Gateway security recognize this particular device was never before connected to our network, even if it had correct network name and password stored? Otherwise, what precludes a stranger who has obtained my network name and password illegally from connecting the first time without an alert being generated and sent? Thank you.

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2 months ago

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XfinityDena

Official Employee

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3.2K Messages

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

 

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2 months ago

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