Firsttimecaller's profile

New Poster

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1 Message

Sun, Dec 1, 2019 10:00 PM

Devices keep getting paused

For the last few weeks just about every device in my network has had troubles with intermittent connection, and since many of them don’t have displays I can only assume the ones that do, which are saying they’re ‘paused’, are true for all of them. I’ve replaced the modem at the Comcast store (same style, newer model), reset and hard-reset just about everything on the network, split it into two networks (2.4 and 5), and I’m still randomly having devices get ‘paused’. When I go to the Xfinity app though it doesn’t show any devices are paused but it does show them as online. Is there a way to just turn off this pause/unpause feature? I live by myself. It’s useless to me.

Thanks.

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Responses

ComcastBrittany

Official Employee

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712 Messages

2 y ago

Hi, @Firsttimecaller, sorry to hear this. Can you let me know if the issue is still occuring? Do the devices pause randomly, or do they seem to be pausing on a schedule?

 

If this is still an issue, please send me a private message with the device name or MAC address for the ones that keep pausing and we can look into it. Thanks. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

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3 Messages

2 y ago

Randomly, I have a couple of devices, but most specifically my daughter's iPhone keeps getting either paused ore  bumped off.  I fixed it yesterday by forgetting her connection to wifi, then re-adding the connection.  But alass, this morning the 1st thing I got from my daughter is that her phone could not connect.  She is a full time college student and is home a lot doing homework, she indicated her PC has issues connecting recently also.  I've personally not experienced myself, but I am certian she is experiencing issues.  Can you assist?

Official Employee

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712 Messages

2 y ago

Hi, can you please let me know if this is still happening? If so, please send me a private message with the name or MAC address of the device that is having connectivity issues. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

New Poster

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3 Messages

1 y ago

add me to the list . in the last week, twice my wife's devices keep getting paused for no reason and since she then can't access the xfi app to turn them back on ; i have to.  there's no set rhyme or reason or time for the pausing .. what can we do to prevent this; she works at home and it's delaying her ability to sign in on her devices and work. 

thank you 

 

Regular Visitor

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4 Messages

1 y ago

You can add me to the list as well. At different times of the day multiple times a day multiple devices are paused. Some times two devices other times four devices and sometimes more. I sign into the xfi and see what devices are paused and I have to unpause them one by one. Multiple times a day I have to do this and it is very annoying. I wish there was a way to turn off the pausing feature. Has anyone found a fix for this problem?

New Poster

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1 Message

1 y ago

Please include me on responses to this post.  I am having a very similar problem.  On my ipad and iphone I periodically get "this device is paused" message but I can go to another app or even another window in Safari and access the internet via wifi.  This occurs at random times and for random websites/apps.  I've tried rebooting the router, the devices, going into xfi and unpausing the few devices I do want to pause but nothing is working.  It just happens on its own and usually at the worst time.   I like the feature of pausing some devices but if I have to give that up so that I don't get this random problem on all my devices I gladly would.  

Visitor

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1 Message

2 m ago

I have the same problem with the app pausing my devices for no reason    HOW do you turn that feature off

Visitor

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1 Message

2 m ago

I am having the same problem and no one will fix it!! 

Official Employee

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155 Messages

Hello, @user_6fa185. I can definitely imagine how frustrating it is having devices pause randomly when trying to access the internet. Let's take a look into the settings to see if we can figure out what's causing this. Can you please check out https://comca.st/3dDH6uR and let me know if these steps help? Are the devices that are pausing associated to a select profile/user or is it all devices? 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

Visitor

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1 Message

2 m ago

hi! having the same issue, laptop shows connected and no issues with troubleshoot in the xfinity app but any attempt to access a website gets an error message that the device is paused. tried restarting gateway, device, customer service did a signal refresh, no luck. customer service says they’ve reached the end of their troubleshoot list and have to schedule appointment. all other devices working just fine. any suggestions? 

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