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Visitor

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1 Message

Sat, Jan 22, 2022 4:20 AM

Devices not paused

Let me ask this question does a paused device still have access to the Xfinity open Wi-Fi? It was definitely showing the device had been used even though it was on pause.Perhaps temporarily changing the password? Maybe that will fix the problem it is a very complicated system. It needs an overhaul in my opinion.

Official Employee

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511 Messages

5分前

That is a very good question, and no, it shouldn't. I've done that to my kids before to make sure they got to sleep on time before school. Are you able to go see the device and make sure it's paused? It might be a matter of maybe you paused the wrong one. I paused my daughter's phone instead of mine before. If you need it, I have an article that can help you, https://comca.st/3fR9yL3

If none of that helps, then you can also send me a DM as well with your name and address by following these directions:

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

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

Visitor

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1 Message

5分前

I am having the same issue. I pause all my devices at night so everything is paused under my home profile but the devices are still able to get WiFi. 

Official Employee

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593 Messages

Greetings, @lissy32! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your network controls, but you have definitely come to the right place for assistance. Are you able to determine if the paused devices are connecting to your xFi Gateway network (the one that should be paused), or are they connecting to a different network?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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10 Messages

5分前

I have the same problem with devices still connected to my home network wifi connection. Even after I pause them, I still see them connected. And when I click on 'Forget' button, they still are able to connect again. 

Official Employee

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292 Messages

Thank you for sending us your concerns and I know how concerning this is to you and how important it is to make sure other devices you do not want connected to your internet is imperative. Have you tried changing the password yet to your internet connection, if not try that and see if that disconnects those devices.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

Visitor

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10 Messages

I have done this several times but it doesn't work!! 

Visitor

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2 Messages

5分前

I’m having the same issue! I can no longer pause the internet on my son’s PlayStation. It shows on the app that the WiFi is paused however active time is still accumulating and he is still playing. Every other device assigned will pause except the PlayStation. What is going on???

Visitor

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1 Message

12日前

I am also very frustrated with the Xfinity app not pausing any of our devices. I have been using this app and the pause-type scheduling for years. Now all of a sudden it’s completely ineffective. Just as of this week it shows things as paused yet the devices freely connect to our network. My settings have been in place for more than 2 years. What’s the issue?? I’m now awaiting a callback from the “engineering team” for troubleshooting. They are the 4th tier in the Xfinity chain that I’ve been elevated to. The 3rd level team suggested that I uninstall the app and then reinstall. We have at least 15 devices scheduled at this point. Total hassle! How can it be so difficult?

Official Employee

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49 Messages

Hello @KMNichols, I'm sorry to hear you're having issues with pausing devices because I know how important it is to control devices on your network. However, I'm glad to hear that you're in touch with our engineering team. Have you had resolution with this issue yet, or are they still working on it?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

Visitor

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1 Message

12日前

This issue is brought up time and time again and they respond with the same nonsense rather than just acknowledging the fact it doesn't work like it should. 

Visitor

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1 Message

4日前

Having same issue as well: device shown as paused still accumulates usage and able to connect to internet.

Visitor

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10 Messages

@user_1d998e​, I have the same problem and I don't get any help from them. 

Official Employee

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380 Messages

Hello, @user_1d998e! We appreciate you connecting with us here in our community, and we're happy to help. Since this is a 5-month-old thread, we ask for you to please create a new thread, so we may assist there. Thank you!  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick
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