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user_ivr3f8
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11 Messages

Sunday, August 10th, 2025

the screen that cares...

I'm online in the xfinity App on my phone; I'm looking at the screen that lists and allows me to pause service on a given device connected to my wifi router.. I pause my own phone by accident (there is no warning dropdown) and the next time I use it I am locked out. I spend 25 minutes going around in circles with an AI bot and then I go to the local Xfinity store in Cape Coral Florida and am treated like garbage... ending with the comment "we can't do that" when I ask them to unpause my phone. I'm told I might try UbrokeIfix down the street... and I am stunned !!! What a con game! Who forgot to ensure that you can't pause the phone you are using! What gross stupidity!

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23 hours ago

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XfinityPeterH

Official Employee

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2.1K Messages

3 days ago

 

user_ivr3f8 I would be feeling pretty frustrated if I were in your shoes too. Were you able to get your device unpasued? 

 

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user_ivr3f8

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11 Messages

@XfinityPeterH​ 

not yet

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3 days ago

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user_ivr3f8

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11 Messages

I have not yet gotten it unpaused, no.

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3 days ago

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XfinityRay

Official Employee

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3.1K Messages

Thanks for letting us know, user_ivr3f8. Are you able to go on cellular data on your phone, go in the Xfinity app and unpause your device? Do you have any other mobile devices in the home that you could use to login to the Xfinity app (using your Primary ID login) and unpause your phone? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 days ago

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user_ivr3f8

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If I had another phone... (and because PC's won't load the Xfinity App) ... I could have easily gone to the Xfinity App page (supposedly) and unpaused my "paused" phone on the same screen that paused it. 

Unfortunately I am poor. I can only afford one phone.

Your problem is my problem. You have a screen that can pause the phone that loads the screen.

That's ridiculous.

Get it fixed - if you want to help.

I have no idea what "go on cellular data on your phone" means. Am I supposed to?

If I you can't unpause it... all I can ask is how is it that a third-party vendor can? In the early days of computing we (management) would want to know who was making a kickback on this scam.

What do you think of that, Mr. Xfinity employee?

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2 days ago

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XfinityBenjaminM

Official Employee

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2.3K Messages

 

user_ivr3f8 Let's have you try and disable xFi Advanced Security and see if that resolves the issue, and then we'll have you turn it back on. Please follow these steps:

Using the Xfinity App
1. Go to the Home tab.
2. Select Advanced Security.
3. Select Advanced Security under Settings.
4. You'll see a pop-up window. Select Turn Off.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 days ago

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