1 Message
Internet (laptop says paused but unpaused on app))
My Laptop isn't connecting to the WiFi, it had been working till today. There were some unexpected devices that logged into my WiFi (someone's Xbox, switch and iPhones) so I paused those. My laptop I never paused and it shows as unpaused, but when I use the Internet or connect to WiFi an Xfinity xFi page opens up saying the device is paused.
Steps I have taken:
1. Restarted the Gateway, manually and from the app.
2. Restarted my laptop and checked for viruses offline
3. Unpaused the devices I paused.
4. Changed the PW and logged on with the new password, forgotten WiFi and tried again.
Done all of these multiple times. Still not working
XfinityJustinC
Official Employee
•
1.2K Messages
2 years ago
Hello, @Ubs152. Thank you for reaching out over Xfinity forums for support, you have contacted the right place for assistance in regard to your paused device concern. I appreciate all the details you have provided it is helpful to know what steps you have already taken from your end. Reviewing, I see you have already attempted the unpausing steps provided in this document: https://www.xfinity.com/support/articles/xfinity-xfi-manage-profiles.
If you're still experiencing issues with your device still being paused, while your account showing the opposite information please let me know. I can perform an account refresh from my end, and continue to troubleshoot. Since I will need some information to locate your account we don't want to discuss in our public conversation, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
0
0