1 Message

Wednesday, September 21st, 2022 12:15 PM



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


592 Messages

1 year ago

Hello @user_11090b Thank you for reaching out to our forum. I know this has to been upsetting, and I'm sorry that your device continues to be paused. Since the app is not showing your computer paused for your network, is it possible that your laptop is connecting to a neighbors network or a hotspot in the area? I want to help out and make sure that you are able to use your services and work as you need to. I can look at the account and devices for us as well. Please send us a direct message with your name and service address. 

Please send us "Xfinity Support" a direct message with your name and service address.
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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