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user_on39kl
1st Topic

2 Messages

Wednesday, December 13th, 2023 6:57 PM

Closed

Unpause laptop that does not show paused in the app

I have been having major problems with my internet. A tech came out over the weekend and replaced my modem but now I cannot get my laptop to work. When I try to get online it says that it is paused but when I look at the app it shows me it is connected. Bottom line is that I cannot get online and I cannot unpause in the app because it shows that it is connected even though it's not. Please help me so that I can use my PC again!

Question

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Updated 

1 year ago

79

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XfinityJustinC

Official Employee

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1.2K Messages

1 year ago

Hello, @user_on39kl Thank you for reaching out over Xfinity Forums for support, you have contacted the right place for assitance in regard to the paused device. I definitely want to help with getting the device unpaused, so you can use it your network. 

 

This post mentions that the user went into the Xfinity App, and forgot the device. Then went into the device settings, and forgot the network. Then they logged back in to the network on the device with no issues: https://forums.xfinity.com/conversations/your-home-network/i-cant-unpause-a-device/632248a448c60d55e604fc33. 

 

This one seems to have worked but requires a modem reboot to factory settings. Then setting up your network again, which is a last resort: https://forums.xfinity.com/conversations/your-home-network/cant-unpause-a-device/649d7c8bd92de332576b0804. 

 

 

 

 

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user_on39kl

2 Messages

No none of the suggested things worked. I still cannot get on to my laptop. I tried calling Xfinity over the weekend but I was not allowed to be on hold. I had to attempt chat. They literally hung up on me when I would not select the chat option. I chatted with two different agents, neither of whom could fix this. One of them told me someone would call me back to speak in person as that is much easier than explaining this entire situation over chat. Someone was supposed to call me within 30 minutes. That was 24 hours ago. So no it's not fixed.

1 year ago

0

flatlander3

Problem Solver

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1.5K Messages

@user_on39kl​  Are you in an apartment/close neighbor situation, and using Xfinity rental gear?  You might have an entirely different problem if you are, and are unintentionally connected to your neighbors gateway -- who would see you as an unknown device:

https://forums.xfinity.com/conversations/your-home-network/random-devices-connecting-to-wifi/6580d7eb2e4f0f28452d1e8e?commentId=6580dadbe4ada5345192a5a3 

(edited)

1 year ago

0

XfinityAmandaB

Official Employee

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2.1K Messages

@user_on39kl Thank you so much for the update. As @flatlander3 stated if you are not showing the device paused on your end you may be having issues due to being connected to the incorrect network. If you check out the link they shared there is a great response from one of our Xfinity forums Expert @EG that may help explain what could be happening and how to help. If you are still having issues please let us know! 

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1 year ago

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