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user_01bfd5
1st Topic

Visitor

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2 Messages

Thursday, August 24th, 2023 10:28 PM

Closed

Unpausing xbox

I have been experiencing issues with my home internet since last November where my devices will not connect to the internet and show as paused despite not being paused in the app. have done everything I've been told to do. I have restarted and reset devices and routers numerous times with no resolution. 

I've renamed my network and changed the password multiple times but still see other devices in my building connected to my network in the app. How do I disable the pausing functionality? I do not need this and it is constantly causing issues. 

Question

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Updated 

2 years ago

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XfinityJeniece

Official Employee

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3.1K Messages

2 years ago

Hey there, @user_01bfd5, thanks for reaching out here on Xfinity Forums regarding your paused devices. I can see how that would be frustrating to have devices paused when they are not showing paused in the app. Just to clarify, you have selected unpause on all the devices? Have you tried toggling the pause to see if that helps? 

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user_01bfd5

Visitor

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2 Messages

@XfinityJeniece​ so far we have tried:

Pausing/unpausing devices in the app and admin tool

Restarting the router both physically and remotely through customer service 

Changing network name and password 

Restarting devices

Factory reset of devices.

All of these options work for a few minutes but then the devices show as paused again and our neighbors devices show on our network again.

2 years ago

0

CCKrista

Retired Employee

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1.5K Messages

Hello, thank you for taking the time to reach out on social media. I know how important a reliable connection is and want to help in any way I can. 

 I rely on my internet daily and can appreciate you wanting it to work consistently. I'd be happy to run some troubleshooting for you today. Troubleshooting can also be done through the My Account App or online at https://www.xfinity.com/support/internet#troubleshooting.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's 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

2 years ago

0

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