4 Messages
Paused devices, failed connection, unknown devices connected that I do not own
I have three problems
1. I have devices connected to my router that I do not own even if I wanted to forget the device I can’t unless it’s disconnected from my home network so I can only pause them
2. my laptop says paused but the Xfinity app says connection strong and that it’s unpaused. I’ve done reset on both ends of my computer and router…nothing works
3. Same thing with The PlayStation 4 “strong connection” but I cannot connect my PlayStation to the internet. I looked into PlayStation help and I get told it’s the router issue.
i have restarted the router I have just gotten a new router. This issue is still happening
XfinityBillie
Official Employee
•
3.1K Messages
2 years ago
@user_33e914 Thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand the frustration and we're here to help. For devices that aren't yours, pausing them is the best resolution, if you simply forget them from your network they are able to reconnect.
You also mentioned that the laptop and PS4 are having a hard time connecting. I understand that you have received a new modem as well and the issues are still occurring. Have you already taken the steps to unpause every device, change the Wi-Fi password and then connect your devices one at a time to name them in the app? I know that can be tedious, I've had to do it myself and discovered that some of the devices I had paused were actually smart devices in my home that I thought were just broken.
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user_vsxd6e
1 Message
1 year ago
I’ve had this same exact issue on two different occasions. Once when I started my Xfinity service, and just yesterday. My laptop and console are both paused on the internet but I have not paused them. Several unknown devices are openly connecting to my WiFi despite me having changed my password as well. The first time it was resolved by some techs remotely activating advanced security. It took the unknown devices off the WiFi and I removed them and allowed my console to connect. It is happening again this time but also with preventing my personal laptop from connecting this time, with many of the same unknown devices connecting to my WiFi again, but this time advanced security hasn’t resolved anything. I was even told by an agent that I can’t enable advanced security myself because I don’t have the service. It is very frustrating that I am unable to control my WiFi network as a paying customer and keep my devices connected while keeping unknown devices off
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user_tapbzg
2 Messages
1 year ago
I am having the same issue I unknown devices connected and PlayStation 5 is acting as if it is paused on Xfi app but is not paused talked to support 2 or 3 times they keep saying it looks fine on there end even hard restarted modem twice still not fixed
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user_tapbzg
2 Messages
1 year ago
Have u found a fix? Experiencing the same thing haven’t been able to play my PS5 for week
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Yamid1219
8 Messages
1 year ago
The solution is only one. Install a moca filter. You can either ask xfinity to do it or get it on Amazon and do it by yourself. No other thing will solve this issue.
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