Can't upgrade service to Xfi because own my Arris modem
I've spent over an hour with tech support trying to get one of my laptops to access the internet. The error I get on my laptop is:
"This device is paused. Access to the Internet and the Comcast network on this device has been paused."
After an hour, after the tech asked me to install the Xfi app on my phone, which I did, and got the "Upgrade service to add Xfi to my account", she informed me that because my modem isn't an Xfinity rented modem, I won't be able to upgrade with Xfi AND I since I can't upgrade, I won't be able to "unpause" my laptop.
This seems highly unfair. The introduction of Xfi shouldn't hold my laptop hostage. Why couldn't the tech unpause my laptop? All indications show that this "pause" feature is strictly Xfinity based. the tech said she couldn't do anything because I'm using my own modem, and to contact Arris to get my laptop unpaused. I'm not in the position to contact Arris today, since I'm flying out on vacation tomorrow (today is Sunday, and Arris is not available). More than likely, even though I'm able to contact Arris sometime this week, they are going to tell me they can't do anythin because the modem is functioning properly. There's nothing wrong with the modem. I have three desktops hard-wired (ethernet) to my network, and several other laptops, and iPads running wirelessly on the network, all have access to the internet. I see my problem laptop IP on the modem software, it says that it's online. Very frustrating. If someone at Comcast/Xfinity can tell me why no one there can unpause my laptop, without needing to purchase another modem that is Xfi compatible, I'd greatly appreciate an answer. Thanks.