1 Message

Sun, Jul 18, 2021 9:29 PM

UNPAUSE a device that doesn’t show up as PAUSED

We lost our modem about a week ago for unknown reasons. Something happened during that outage and our desktop computer was paused. Because we couldn’t use that modem anymore, we had to switch it out for another. After I connected the new modem and activated it, I signed into the Xfinity app (also tried going to the Xfinity website with my tablet) to unpause the desktop PC. Well, it’s not there. The new modem doesn’t acknowledge the desktop PC is being paused. So now I can’t unpause the desktop because it was being paused by the old modem. I spoke a few times to a chat person and also via phone and they said they would escalate it to the advanced team. Well I haven’t heard anything yet and I really need this PC to be online (unpaused). The only thing I can think of to do without the assistance of Xfinity is to do a factory reset on the desktop, which I hesitate to do because what a pain that is. Any help from anyone?


Official Employee


364 Messages

2 m ago

Hey there, thanks for reaching out through our Xfinity Forums platform! I would be happy to take a look at your current modem listed on your account to help with troubleshooting. I understand how important it is to be able to control your devices through the app and it definitely sounds frustrating that you are having issues. 


Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

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