3 Messages
Your device is paused
I am so frustrated with Xfinity. I “upgraded” to a new router and “faster” speed not too long ago. My bill went up over 30 with discounts added. Now, every day our phones, computers and other devices are constantly randomly disconnecting from our router and we get the dreaded “your device is paused”. I have called twice about this and it works for a little while, but a few hours later it happens again. Does anyone else have this problem and have you fixed it? Also, how to you get customer service? Not even the chat works.
EG
Expert
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110K Messages
1 year ago
Perhaps your neighbors are inadvertently connecting to your network / gateway device via the MoCA feature ? MoCA (Multimedia Over Coax Alliance) is an alternate hardwired way to connect devices to a home network if ethernet cabling can not be used/run. It uses the existing coax cable wiring instead of ethernet cabling.
If the MoCA feature is enabled, and you do not have a POE (Point Of Entry) MoCA filter installed on the coax line, yours, and your neighbor's gateway devices will be able to connect with each other like one big network.
Disable it if you aren't using it. If you are, install a POE MoCA filter on the input port of the first splitter off of the street drop to keep the MoCA signal in your premises and to keep the neighbor's signals out. Your neighbors should also have POE filters installed.
To disable MoCA on your device go to the gateway login http://10.0.0.1
Default login info is:
Username: admin (all lowercase)
Password: password
Once in you will find the drop-down on the left of the screen that is labeled “Connections”.
Click the drop down---> click MoCA---> right side of screen click “disable”---> save changes.
Bear in mind that we've seen many posts here that the MoCA feature gets turned back on with their overnight re-boots / updates for the device. The best policy is to be sure to use that POE filter ! Amazon has them: https://www.amazon.com/SNLP-1GCW-Filter-Eliminate-Multi-Room-Interference/dp/B07SLD9QPH
Or you can get one for free at your local Comcast / Xfinity store.
If you are not using the MoCA feature on your home network, you can put the POE filter right at the back of your gateway device instead.
(edited)
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user_msuceo
3 Messages
1 year ago
Wow, that is too much for me to really wrap my head around. I have no idea what you are saying. I used to have my own modem and had no trouble with my internet.
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EG
Expert
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110K Messages
1 year ago
Sorry.... I tried to use layman's terms as much as possible. If that is above your skillset, then you can book a tech to come out and investigate. Good luck with it !
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