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

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_348fb2 We appreciate you reaching out to us here on our Xfinity Forums. I understand that you are experiencing issues with devices being paused when you haven't paused them in the Xfinity app. It sounds like you've already gone through the recommended troubleshooting steps as well as swapped out your modem. I'd like to get a closer look at the account to see what could be causing this. Please send us a DM to Xfinity Support with your full name and address to get started.

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As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
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@user_348fb2​ 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. 

@Marcus110599​ so after 2 phone calls where nothing got resolved, 2 new modems, a visit to my house the technician claimed it was my devices. So I said I will cancel then can you mark that it wasn’t resolved. He just kept saying it’s my devices, which I never actually paused. After I mentioned canceling he said let me change a part outside. Once he changed the outdoors piece I’ve had no problems. My guess was lightening?

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​ after about a week of spending my free time trying to fix it, I cancelled Xfinity and got AT&T. I haven’t had any issues since. 

@user_b5adf0​ I have already cancelled and have an appointment with AT&T

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. 

No luck. This is already disabled and still experiencing the issue. 

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. 

Hey there, @user_uqsdu4, thanks for reaching out through Xfinity Forums regarding the issue with your paused devices. I would be happy to help you with troubleshooting your account. We definitely do not want to lose you as a customer. Have you tried any troubleshooting steps already? 

This may not be the solution for all but this may help. I dealt with this for months and trouble shooter every device and reset everything several times, I even tried several different work boxes. The solution that made everything work was putting a filter on the cable line right before the cable box. Once this was done it wasn’t randomly pausing and all my devices were able to access the internet.

@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. 

I am sorry for how your experience and your clients experience has made you feel @user_9ea1f1 Did your client turn off the VPN and was still having issues with their connection? This can be done by having the customer turn off the VPN connection and then trying to access a website, or trying on their smartphone or tablet while connected through their in-home WiFi. If Xfinity Internet service is not working optimally while not connected to their VPN connection, we would troubleshoot to assist in resolving the issue. If Xfinity Internet service works as expected, but the customer is unable to connect through their VPN connection, refer the customer to their VPN provider or company IT department for further assistance. 

I also wanted to make sure you are aware that any time you or clients 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/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all account needs. 

Per visit fees charges may apply for service visits when Comcast-owned facilities or equipment rented to you by Comcast are not the source of the problem with your service. For instance, you may incur a charge for a service visit by a technician to your home in order to diagnose and repair problems with the In-Home Wiring used with your Xfinity services, or for the diagnosis of issues relating to the connection between Customer Equipment and your Xfinity services. If the problem is found to be with the Comcast services you would not be charged since this is part of Comcast. We do have charge a fee if we have to complete a self installation on a new order and this is noted in our service contracts when a customer signs up for services. 

Were you charged a service fee on your personal account? If so I would be happy to take a look. Please send me a Direct Message with your name and service address. 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

And it wasn't my account being charged $100 for a tech visit fee, it was my client's account.   I'm just making sure the issue is known to everyone else on here that this is a Comcast Specific Issue and that other IT Departments are not responsible for fixing it as Comcast instructed my client.

Hello and welcome to Comcast @user_97ndif. I am sorry to hear that you are not able to work due to the fact that your device is getting paused. There are a few points to help. If you are checking from the phone or device that is paused make sure your Wi-Fi on your phone is not set to auto-connect and that your phone data/mobile is on. Once in the app at the bottom click the connect circle icon then scroll down to devices, it will say under the device that it's paused. If you are not seeing the device in connected devices that would be correct since the connection is paused so make sure you look under devices not connected at the very bottom. To locate the device you are looking for and once you click on the device there you will have the option to un pause.

@Maddzcat​ I’m having this same issue and all Xfinity is doing is giving a wrap around with all there troubleshooting, and it doesn’t work, genuinely the only people who’ve seen success require a tech to come out and install a MoCA filter (which is [Edit: Inflammatory]) imagine paying for a service that doesn’t work properly and then they charge you extra for them to fix their own problems .

That's called consumer fraud and deceptive practices.  Quite reportable to the FCC, and Attorney General's office along with the Federal Trade Commission.

But I didn't tell you that cause that is something Comcast doesn't want people to know.   Its the only way to get them to fix "Comcast" specific issues.  And you finally get to work with competent Executive Support people at Comcast instead of their level 1 non english speaking technicians who do not even know what a ping or tracert test is.

Next time companies like Comcast, Verizon, and AT&T try to convince you Net Neutrality is bad.  Remember someone who works in IT told you they are full of crap.

Having needed to engage the FCC to resolve unlocking a phone with AT&T, I can confirm that contacting them gets things resolved very quickly. 

My issue seemed to disappear after I got a new app version or somehow otherwise mysteriously stopped happening. 

So, I think I was able to solve my problem yesterday. I accessed my router ip address (admin) and sort of turned off the firewall and turned it back on and I have not had any more issues (fingers crossed).

How do you do that? Can you please share the steps you took? I’m at my wits end with this. Thank you 

Welcome to our Community Forum, @user_ijswzq! Thank you for reaching out to we can help with your network issues. When you mention seeing unknown devices on your network, it tells me you may need to have a new filter installed where Xfinity service enters your home. Let's get that taken care of then we can work on the other items listed here.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

Hello @ShiraRaymond we want to ensure you have the steps you need! Can you confirm the exact issue you are having issues with so we can ensure we help provide correct steps? Also, can you confirm if you are using your own modem or one of ours? There may be some restrictions with accessing Admin options and how to disable/disable your firewall depending on the modem you're using, so I want to ensure we help guide you in the proper way!

@user_wjnngs Thank you for letting us know you are running into connection issues with your devices being paused. If you have already confirmed using the Xfinity app that these devices are not showing paused on your network please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.