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user_99e5b6
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4 Messages

Thursday, August 24th, 2023 10:59 PM

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Xfinity randomly pauses computer

I’m getting very frustrated. I keep getting the message “this device is paused“ from Xfinity Xfi on my MacBook. I have combed the parental control settings for any errors or settings, even deleted the device from my home settings entirely, and everything looks fine. I have “forgotten“ the device from the Wi-Fi net work and re-added it. I have rebooted the router. This is getting ridiculous and affecting my productivity significantly. I see that someone else had posted with no solution. I do not understand why this is happening and no one is fixing it. Please let me know if there has been some sort of solution for this. In the meantime. I literally cannot use my computer at all. 

Question

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Updated 

2 years ago

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2

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XfinityRichard

Official Employee

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1.8K Messages

2 years ago

Hi there, @user_99e5b6 ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I'm very sorry for the trouble you are having this device is paused. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full-service address so that I can assist you further?

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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

2

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user_99e5b6

Visitor

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4 Messages

@XfinityRichard​ I’ve just done that. You know, from my phone since my laptop is currently “paused for no reason”. I have zero idea why it cannot be explained quickly on this forum instead of private messages that will no doubt drag me through the rebooting script they’ll take me through that I’ve already done and solved nothing. 

2 years ago

0

XfinityAlyssaA

Official Employee

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1.8K Messages

Thank you so much for your response @user_99e5b6. In order to investigate your issue further, it would be helpful for us to pull up your account and take a closer look at your equipment and settings. For privacy purposes, we do not discuss any account or personal details publicly which is why we've requested the direct message. 

 

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

2 years ago

0

EG

Expert

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110K Messages

2 years ago

@user_99e5b6 @XfinityRichard 

Please circle back here and post any possible solutions for the issue here in these open 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.

2

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user_99e5b6

Visitor

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4 Messages

@EG​ Oh I’d love to post that the issue is resolved… but… alas, I am still “paused” 

2 years ago

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