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SauceMan64
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1st Reply
1st Accepted Solution

9 Messages

Tuesday, January 9th, 2024 11:07 PM

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Wifi internet issues

So on Thursday or Friday, there were 2 new devices that connected to our router. I took the first one out thinking it's a device that shouldn't be there but I kept the second one. Well ever since then, my phone has been having tremendous issues with the home Internet since then. When I would connect my phone to the home WiFi it would say "This device is paused" To resume access to the Internet on your home network, open the Xfinity app or go to xfinity.com/myxfi using a different connection or device." So I did that using a different connection. However, the Xfinity app shows the phone is connected and doing fine when I know it's not. But there is another device that shows my phone's android "Moto G Power (2022) and that also has it connected which I know it's probably not because it's the only phone that is Moto G Power 2022. My wife has the Moto G Power 2021. All other devices are connected and have a WiFi signal, it's only my phone that doesn't.

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Updated 

1 year ago

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XfinityNicolas

Official Employee

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1.1K Messages

1 year ago

Hey @SauceMan64, thanks for reaching out to Xfinity Support on our forums. It sounds like xFi may not be syncing if it isn't showing your device is paused. Have you tried restarting the modem? 

 

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SauceMan64

9 Messages

If you say restarting the modem by unplugging it for a little bit, and plugging it back in, then yes I did

1 year ago

0

SauceMan64

9 Messages

1 year ago

I found the solution! On Android, go to System, reset options, reset Apps and after a little while, it fixes it. I also got a call from Xfinity and that seems to help as well. We will see tonight if it stays being good, but for now it's working!

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XfinityNicolas

Official Employee

 • 

1.1K Messages

@SauceMan64 Awesome, that's a smart option too and thanks for updating the thread so others that may be having the issue can find your solution! What I can do is check in with you tomorrow to make sure everything is working well still. If that doesn't completely fix it, doing a factory reset on the modem would be a good next step.

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

1 year ago

XfinityNicolas

Official Employee

 • 

1.1K Messages

@SauceMan64, Since it is having the issue again, have you tried doing the app reset again to see if it fixes it? If it does, that narrows it down that something with the app is causing it. If it doesn't it could be the software and the factory reset on the modem would be good to do. I can walk you through that no problem as well.

 

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

1 year ago

0

SauceMan64

9 Messages

I did the app reset again and it seems to have fixed it again but I don't know how long it will stay fixed.

1 year ago

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

@SauceMan64, you can set that up if you would like. With reinstalling not fixing it before, let's assume it isn't going to this time. I'd like to do some deeper troubleshooting on this end. Do you mind sending us a direct message so I can?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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

 

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

1 year ago

0

SauceMan64

9 Messages

1 year ago

It seems now from 2pm local time it has problems so it did not work... This is what happened yesterday. For about an hour it acts fine until around 2pm, then it goes back to having issues again. Sorry guys I thought I had it figured out

(edited)

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XfinityNicolas

Official Employee

 • 

1.1K Messages

@SauceMan64, thanks for doing that again as well! It appears the app is causing the issue since that fixed it again. When you get a chance, can you uninstall it and reinstall it to see if that is a more permanent fix?

 

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

1 year ago

0

SauceMan64

9 Messages

I did that earlier this week with no difference but I'll do it again now.

1 year ago

0

SauceMan64

9 Messages

@XfinityNicolas​ ok I did it but it suggests "Protect your devices and data on any network" should I set that one up now or wait?

1 year ago

0

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