1 Message

Wed, Aug 3, 2022 3:17 PM

Device Says Paused, Is Not

My laptop tells me it’s paused every time I connect to wifi, but in the Xfinity app it says it is unpaused and fully connected. I have reset my modem, reset my laptop, reset my phone with the app, all several times. I have paused and unpaused my laptop, I have tried everything I can think of here. I use my laptop to work from home which is currently impossible with this issue. It is very frustrating! The app is extremely unhelpful! 

Official Employee


372 Messages

2 m ago

Hello @user_ebe7da! Thank you for reaching out on our community forum. We hate to hear you've had this trouble with your internet service on your laptop. If you're still having issues please send us a direct message with your full name and address, we're happy to help! 

  • Click "Sign In" if necessary



  • Click the "New message" (pencil and paper) icon


  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


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


  • - An "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
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