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user_98bb33
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16 Messages

Wednesday, February 18th, 2026 9:47 PM

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Device states paused but isn’t

My phone will not connect to WiFi.  I get a message device paused and the device isn’t paused and I will get a message no internet connection.  There is internet connection because my TVs, laptops and IPad are all connected to the internet.   It’s just the phone.  I’ve read the discussion boards and have tried “forgetting” the network and then signing in again.  I’ve restarted the modem multiple times and I’ve restarted the whole house.  Nothing fixes this issue. If WiFi is not going to work on my phone I’ll need a new provider. 

is there someone who can assist?

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9 hours ago

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XfinityShawn

Official Employee

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2.2K Messages

2 days ago

 

user_98bb33 Are you able to see your list of devices on the Xfinity app? Do you see your phone as paused from there or no? 

 

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user_98bb33

Visitor

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16 Messages

No.  Device does not show. 

1 day ago

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XfinityShawn

Official Employee

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2.2K Messages

 

user_98bb33 We can check further on our end.

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 Direct Message. 

Click "Sign In" if necessary

Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging

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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1 day ago

0

EG

Expert

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116.2K Messages

12 hours ago

@user_98bb33 @XfinityShawn 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_98bb33

Visitor

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16 Messages

9 hours ago

I have an Xfinity router.  I exchanged it for a new one and it seems to be working now.   It was several years old and I think overheating.  

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XfinityAldrik

Official Employee

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2.4K Messages

9 hours ago

Thank you for circling back and letting us know @user_98bb33! I’m glad to hear your phone is able to connect to the WiFi after switching out the Wireless Gateway.

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