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user_11c820
1st Topic

Visitor

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2 Messages

Friday, January 27th, 2023 5:59 PM

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Wi-Fi Pause Not Working

I have my daughter’s iPad on a schedule and when it’s paused it’s still accessing the internet. I’ve restarted the Gateway and her iPad and it’s still not blocking her access when it’s supposedly paused. iOS 16.2 and we don’t have the iCloud Private Relay. 

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2 years ago

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CCChe

Official Employee

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6.9K Messages

2 years ago

Hello @user_11c820. Thanks for posting to the Xfinity Community Forum to get help with pausing your devices. Can you confirm the device is not connected to the Xfinity Wi-Fi Hotspot or to your cellular network? The pause function only pauses Wi-Fi access on your home network and does not impact access using cellular data, a public Xfinity Wi-Fi Hotspot, or other available Wi-Fi networks. If still connected to your in-home Wi-Fi network and the device is not pausing, I'll need to do some troubleshooting, and report this to the advanced repair team. 

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user_11c820

Visitor

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2 Messages

@XfinityChe​ it is only connected to our gateway; it doesn’t have access to any cellular network and is not on a hotspot. 

I think I figured it out. For Apple devices the app shows two devices per actual device. The device and then some random MAC address as a device so I have to pause both of them to pause one single device. Why does it do that? 

2 years ago

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XfinityAmira

Official Employee

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3.8K Messages

Thanks for providing us with this update, and I am happy to hear you were able to successfully pause the device. Just to be sure we do not provide you with any incorrect information, please send us a private direct message. From there (in our private direct message), we will have you send us a screenshot and just double-check everything.

Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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2 years ago

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