2 Messages
App says things are connected, devices say they're paused
Every device in my house is having this issue, my app says they're connected with great signal, but the device itself says that I need to sign in but then that the device is paused and I need to go to the app.
I've restarted gateway, restarted my devices, unplugged the modem for various amounts of time and plugged it back in, nothings worked so far. This is going on with my phone, laptop, TV, and Nintendo switch. I've tried disconnecting everything to see if too many things were connected to the wifi but that's not the case either. This is day 3.
user_h3amf3
6 Messages
7 months ago
I've been having the same issue for a few week now. Some of my devices gets randomly paused and the Internet becomes very unstable. I've also tried restarting and unplugging the modem but it does not help. After spending hours chatting with the useless automatic Assistance I get to chat with a human. They send "refresh" signals that solves the problem. However, they appear back in 2 to 3 days. It is extremely annoying!
(edited)
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XfinityMarcos
Official Employee
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1.6K Messages
7 months ago
Hey there @user_esgu75, 3-days without being able to connect to your network is brutal, I can't imagine what that's been like for you. I would love a chance to help you and make sure things progress to get you connected once again. I'm not sure if this step was tried already, but have you checked the Xfinity app to see if you're able to Unpause your devices? Either way, I will do all I can for you. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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EG
Expert
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104.9K Messages
7 months ago
All. Perhaps your neighbors are inadvertently connecting to your network / gateway device via the MoCA feature ? MoCA (Multimedia Over Coax Alliance) is an alternate hardwired way to connect devices to a home network if ethernet cabling can not be used/run. It uses the existing coax cable wiring instead of ethernet cabling.
If the MoCA feature is enabled, and you do not have a POE (Point Of Entry) MoCA filter installed on the coax line, yours, and your neighbor's gateway devices will be able to connect with each other like one big network.
Disable it if you aren't using it. If you are, install a POE MoCA filter on the input port of the first splitter off of the street drop to keep the MoCA signal in your premises and to keep the neighbor's signals out. Your neighbors should also have POE filters installed.
To disable MoCA on your device. First, unplug the coax cable line from the jack on the gateway device. Then go to the gateway login http://10.0.0.1
Default login info is:
Username: admin (all lowercase)
Password: password
Once in you will find the drop-down on the left of the screen that is labeled “Connections”.
Click the drop down---> click MoCA---> right side of screen click “disable”---> save changes.
Bear in mind that we've seen many posts here that the MoCA feature gets turned back on with their overnight re-boots / updates for the device. The best policy is to be sure to use that POE filter ! Amazon has them: https://www.amazon.com/SNLP-1GCW-Filter-Eliminate-Multi-Room-Interference/dp/B07SLD9QPH
Or you can get one for free at your local Comcast / Xfinity store. Or book a tech to come out and install one for you.
If the MoCA feature is not being used on your home network, you can put the POE filter right at the back of your gateway device instead.
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user_h3amf3
6 Messages
7 months ago
As @EG mentioned, the default values were restored over night and MoCA feature is back on and the issue happened again. Can someone from Xfinity change the default settings to not include the MoCA feature?
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