device keeps pausing on its own

For the last 3 days I’ve had multiple devices in my network have trouble with intermittent connection, saying they’re ‘paused’ when I open a browser or my streaming jams.

When I refer to my xFi, none of my devices show pause nor do I manually pause any of my devices; they all typically show online.

I’ve contacted Comcast Customer Support multiple times regarding this issue, to which the modem is reset or hard reset multiple times, devices are unpaused, and all possibly iterations of refreshing my connection to work... only for it to disconnect again hours later.

I’ve already upgraded my network speed and my modem was replaced yesterday and worked last night and today my devices are paused AGAIN. they still randomly has my devices “paused” or disconnect at the worst times. and I cant use the hotspot as its not secure to work from home.

I’m now working from home in light of recent events and this issue has been the most frustrating to deal with. It can take between 15mins to an hour+ of my time to attempt to reconnect. Not to mention the time it takes to connect with a customer service agent to receive assistance who cold transferred 5 times and each one had to be re-explained and couldnt help.

I’ve seen multiple other users have the same issue but all the replies are from customer service bots who give us generic answers and dont fix anything. If comcast is pausing ppl on purpose without their consent, thats a serious problem that they have no right to do. I need this to be fixed ASAP, not generic answers. Im tired of hearing comcast agents play ignorant like it shouldnt be happening. they should know ALL the possibilities and errors of their own equipment and have workarounds accordingly.

Responses

CCJoshua1

Problem Solver

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567 Messages

2 years ago

Thanks for taking the time to let us know about this issue you're facing. This isn't the kind of experience we want you to have with xFi Complete. We'd love to further investigate this issue together. Would you be willing to send us a private message with your full name and address?

To send a "Peer to peer" ("Private") message:

Click "Sign in" if necessary

-Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell 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 that appears, and the "Xfinity Support" graphic will replace the "To:" line

-Type your message in the text area near the bottom of the window

-Press Enter to send it

DavidBee

Visitor

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4 Messages

@XfinityJoshuaE NO, Im not going to have the information everyone having this problems needs, hidden in some DM. If the pause feature keeps pausing ppl on its own, after multiple speed upgrades and tests and modem cycles and even a new modem, then get RID of the pause feature completely. Ive had comcast for 15+ years and Ive never had a problem like this until your pause feature. Its not helpful, it only seems to make my online usage worse, and 5 tech support agents, including a supervisor couldnt figure out how to fix it and just gave me a new modem, and the problem came back in less than ONE day. Any answer you have can be given right here so any future customer who is saddled with this awful feature, knows HOW to fix it.

2 years ago

CCJoseph

Problem Solver

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729 Messages

We would be able to do that, but we first want to make sure that we start with troubleshooting your case. For example, it could be your modem has a glitch which may be causing the same thing, but it's not the same thing. If we do the troubleshooting and it is, then we are able to go ahead and acknowledge that publicly so that everyone knows what is going on. We just want to make sure that we cover all the bases.

I no longer work for Comcast.

2 years ago

zip21222

Contributor

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160 Messages

@XfinityJosephB

Could you please point me to one single message, anywhere in this forum, where an Xfinity rep has "publicly acknowledged" an Xfinity problem after exchanging private DMs with a customer?
Thank you.

2 years ago

DavidBee

Visitor

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4 Messages

@XfinityJosephB like I said, my last modem was only 6 months old, and I was given a new modem just last night because no one at Comcast could tell me why my device keeps getting paused when it’s not listed as paused on your app. And the new modem started pausing me again in less than 8 hours. So unless your brand new modems ALL have the “pause” glitch built-in, it’s maybe not the modem. I’m TIRED of the same “troubleshooting” fixes over and over and over. The pause feature needs to be done away with completely, if it has the ability to do this to ppl who pay you for service they cant use.

2 years ago

CCMichelle

Problem Solver

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788 Messages

I can understand your frustration with the internet feature pausing. I can understand where it can be disruptive. We can review this in public. However please understand without accessing the account and inability to verify accounts etc, We will not be able to access the information regarding the service visits that you mentioned or check the modems provisioning or access the account notes to even see what steps have already been taken. So to get us started can you tell me more about what steps you have already taken to resolve this issue.

I no longer work for Comcast.

2 years ago

Damian1029

Visitor

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1 Message

2 years ago

Can y'all just get rid of the pause feature. My phone is constantly put on pause but I go to the app and it says it's not paused. My Xbox works though but it never wants to give my phone connection. I should not be paying for internet that I can't use

XfinityThomasC

Official Employee

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2.4K Messages

@Damian1029 Personalize and control of your home network with Xfinity xFi does not allow for the removal of the pause feature. You can only enable or disable that feature.

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

2 years ago

user_7eb1e4

Visitor

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1 Message

@XfinityThomasC How do I disable the pause feature?

2 years ago

EG

Expert

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110K Messages

2 years ago

@user_7eb1e4

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 4-month-old dead thread is now being closed.

For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on an old thread can delay getting help.

Your Home Network

DavidBee

device keeps pausing on its own

CCJoshua1

DavidBee

CCJoseph

zip21222

DavidBee

CCMichelle

Damian1029

XfinityThomasC

user_7eb1e4

EG

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