PlsSendHelpThx's profile

New Poster

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1 Message

Fri, May 15, 2020 10:00 AM

Devices keep pausing on its own

For the last few MONTHS, I’ve had multiple devices in my network have trouble with intermittent connection, saying they’re ‘paused’ when I open a browser or my streaming jams.

When I refer to my xFi, none of my devices show pause nor do I manually pause any of my devices; they all typically show online.

I’ve contacted Comcast Customer Support multiple times regarding this issue, to which the modem is reset or hard reset multiple times, devices are unpaused, and all possibly iterations of refreshing my connection to work... only for it to disconnect again hours later.

I’ve even upgraded my network speed twice and replaced and upgraded my modem yet it still randomly has my devices “pause” or disconnect at the worst times. The xfinitywifi serves a better purpose than my own connections, but is not a secured line. Why do I pay so much for a service that isn’t reliable?

I’m now working from home in light of recent events and this issue has been the most frustrating to deal with. It can take between 15mins to an hour+ of my time to attempt to reconnect. Not to mention the time it takes to connect with a customer service agent to receive assistance.

Can I have the option to unpause my devices or fix this error in real time?

I’ve seen multiple other users have the same issue. I’m sure we would all greatly appreciate this being addressed.

Thank you.

Responses

Official Employee

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11 Messages

1 y ago

Hello!  I'm very sorry to hear that you are frustrated.  In answer to your question, yes, with the Xfinity xFi app, you have access to pause and unpause all of your devices, plus a whole lot more.  Please download that and let us know if you need help.  Thank you!

New Poster

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1 Message

4 m ago

The devices are mentioned as paused and are not even listed in the pause/unpause list.... So how does your explanation help with anything?

EG

Expert

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87.1K Messages

4 m ago


@ComcastKorie wrote:

That is strange how the devices being paused are not appearing on the list. I'd love to help and dig deeper into this on our side. Can you send me a PM with your name and address? 

 

To send me a private message, click on my name, "ComcastKorie," and then click send a message.


Good luck with getting a response @ComcastKorie...... These posters posted 9 months ago..... Hopefully they are still around....

Official Employee

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216 Messages

4 m ago

That is strange how the devices being paused are not appearing on the list. I'd love to help and dig deeper into this on our side. Can you send me a PM with your name and address? 

 

To send me a private message, click on my name, "ComcastKorie," and then click send a message.

EG

Expert

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87.1K Messages

4 m ago

9 month old dead thread now being closed.

Visitor

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1 Message

2 m ago

I think we have this problem. I was doing Live Chat with Xfinity and the agent saw my WiFi extender being paused while we were chatting..... I didn’t pause anything while on chat and no one else has ability. The agent said our desktop pc was paused- we couldn’t connect to internet. On the app it was disconnected- but my husband had shut down the pc when he couldn’t connect. We have trouble with our iPhones too. 

what is the solution? 

Official Employee

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270 Messages

Hello, @! Thank you for reaching out to us over our Community Forums. You can use the Xfinity app on just about any mobile device to control your network, and devices. Here is a great article that will explain the great features of the app. https://www.xfinity.com/support/articles/personalize-customize-hnetwork-xfi

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