Device randomly gets paused, but Xfinity app says it isn't paused.

Did this ever get resolved or did you cancel your account? 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

@dariakus​ I am cancelling mine too!

@user_sj8o5p​ will i be able to have this installed if i live in an apartment complex??

Hey there, @Maddzcat thanks for reaching out through Xfinity Forums regarding the issue with your new modem. We would be happy to help you with troubleshooting your devices and we definitely do not want to lose you as a customer. Were you having this same issue before installing the new modem?

Hello, thank you for taking the time to reach out to us. I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

Hello and welcome to Comcast @user_182256. I am sorry to hear that you are having issues with our Xfinity App after unpausing a device. You are in the right place and I am happy to assist you with today. I have not experienced this issue with the Xfinity App at home. May I have you uninstall the Xfinity App and then download it again and log in using your primary Xfinity Username. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

@user_182256​ I’m having the same issue

Hello, @user_7beef1. Thanks for commenting on our community forums. We are truly sorry to hear about your situation and would like to help make this right. It sounds like you've done most of the troubleshooting needed. That's always a good start. Just to make sure. Did you try uninstalling and reinstalling the app as well? 

Update: I talked to everyone I possibly could at Xfinity, I called every day until I got some kind of help. That took a week, their customer service is SO frustrating - I was getting stuck at the first tier of service which kept telling me to restart and when I asked to escalate one person asked, oh you want to upgrade your service?

They also kept trying to sell me new services on every. single. call. They are NOT solution focused they are $$$$$$ focused.

After two weeks with no internet someone on a call mentioned possibility of a “degraded line” in my building - a technician came and here’s what worked:

• Fixing the cable connections on my wall
• A new modem (do NOT let them charge you for this)
• Installing a filter on the modem

So far it’s okay but I had to pester them every single day to get any kind of resolution. 

Also: make sure you talk to someone in billing to get credit for the time you don’t have internet!!!

this solution makes no sense.  i’ve got 20+ devices logged all on wi-fi and only 1 keeps pausing.  would love to get a valid solution from xfinity 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

@user_33e914 I am sorry to hear you are having issues with your WiFi and your devices pausing. Have you tried a factory reset of your modem? 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs.

@user_33e914​ Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

@user_80a11e I am so sorry for the frustration that you have experienced with your intenret service. That is not the experience we want for our customers. I would be happy to look into this issue with you and help find a resolution. To get started, please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account to get started. 

To send a "Direct Message" message:

• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it

@user_80a11e​ Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

We'd appreciate the opportunity to turn this feeling around, @user_uqsdu4. A benefit of choosing Xfinity is that you are able to personalize and control your home network with Xfinity xFi, including pausing and unpausing devices connected to your home network. We appreciate you trying the steps shared already, let's take a closer look and troubleshoot together. Could you please send a direct chat message with your full name and complete service address to “Xfinity Support”? To do so, click on the chat icon located at the top right of this forum's page.
 
Here are the detailed steps to direct message us:
• 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
Thank you!

@user_uqsdu4​ Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

It is absolutely a problem on xfinity’s end! Have talked to several representatives and they offered to have a tech come and replace our modem and then cancelled the morning of the scheduled appointment claiming that the problem had been fixed. Guess what? It has NOT been fixed! 

Hello @user_3b9609 I know it must be frustrating to run into the same issue and we definitley want to ensure this is resolved for you. I am not showing any known issues are active for this, but the best way for this to be investigated to try to submit a ticket with our Advanced Repair team to ensure nothing on the backend is causing the devices to be paused. If you send our team a direct message with your full name and address in question, we'll work to get this taken care of! To send us a message, just use the link provided or the direct message icon in the top right-hand corner of the screen. Then, click "new message", type "Xfinity Support" and select that profile to send us a message directly. We look forward to hearing from you!

@user_3b9609​ Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

All this DM us, submit a ticket, restart the modem, it's all a waste of everyone's time at this point.  Obviously many people have the problem and there are nearly 1,000 people following this thread.  It's a matter of does Comcast have anyone with enough capability to actually go get someone at whatever division in the company or with the right partner to find and fix the bug .... in the meantime, if you are having this problem and don't want to live with it, until they actually fix it and post a software/firmware update, I am pretty sure the only option is to go by a 3rd party modem as one of the other people posting did (and I plan to do).  

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

Have a comcast tech install a MoCA filter on your cable line at the building's junction box. That fixed the same issue on my devices. 

@user_sj8o5p​ Thank you for spamming this message. I bought a filter off Amazon and it worked for me with my XB8 gateway.

Can you please share what did you do exactly? Same problem