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Can't upgrade service to Xfi because own my Arris modem

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Frequent Visitor

Can't upgrade service to Xfi because own my Arris modem

I've spent over an hour with tech support trying to get one of my laptops to access the internet.  The error I get on my laptop is:

"This device is paused. Access to the Internet and the Comcast network on this device has been paused."

After an hour, after the tech asked me to install the Xfi app on my phone, which I did, and got the "Upgrade service to add Xfi to my account", she informed me that because my modem isn't an Xfinity rented modem, I won't be able to upgrade with Xfi AND I since I can't upgrade, I won't be able to "unpause" my laptop.

This seems highly unfair.  The introduction of Xfi shouldn't hold my laptop hostage.  Why couldn't the tech unpause my laptop?  All indications show that this "pause" feature is strictly Xfinity based.  the tech said she couldn't do anything because I'm using my own modem, and to contact Arris to get my laptop unpaused.  I'm not in the position to contact Arris today, since I'm flying out on vacation tomorrow (today is Sunday, and Arris is not available).  More than likely, even though I'm able to contact Arris sometime this week, they are going to tell me they can't do anythin because the modem is functioning properly.  There's nothing wrong with the modem.  I have three desktops hard-wired (ethernet) to my network, and several other laptops, and iPads running wirelessly on the network, all have access to the internet.  I see my problem laptop IP on the modem software, it says that it's online.  Very frustrating.  If someone at Comcast/Xfinity can tell me why no one there can unpause my laptop, without needing to purchase another modem that is Xfi compatible, I'd greatly appreciate an answer.  Thanks.

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Diamond Problem Solver

Re: Can't upgrade service to Xfi because own my Arris modem

Since your using your own personal equipment, you should be looking at your own router’s manufacturers for answers. Comcast has no control over your personal router

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Expert

Re: Can't upgrade service to Xfi because own my Arris modem

What is exact the model number of the Arris device ?



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Frequent Visitor

Re: Can't upgrade service to Xfi because own my Arris modem

It's an Arris SURFBoard DOCSIS 3.0, SVG2482AC.  Xfinity approved modem.

But it's not on the list of Xfi compatible modems, as far as I can tell.  The Comcast tech that replied first says that Xfinity has no control over personal routers, but can Arris unpause my laptop?  It's Comcast that put it in Pause.  How will they know how to unPause it?  Unfortunately, I'm travelling right now, so won't be able to contact Arris until tomorrow, but I have a feeling they won't know what to do.

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Gold Problem Solver

Re: Can't upgrade service to Xfi because own my Arris modem


@Anon259849 wrote: ... The introduction of Xfi shouldn't hold my laptop hostage. ...

And yet it seems to have done so. Since Comcast refuses to help you out of the hole they dropped you into, the path of least resistance may be to return the gateway for refund or exchange and do not use the xFi app with its replacement (no retail devices are xFi compatible AFAIK). It would probably be best to replace with a different model to improve your odds of avoiding this trap.

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Diamond Problem Solver

Re: Can't upgrade service to Xfi because own my Arris modem

If I read the first post correctly, the reason you called in was because it was paused and THEN tried to install XFi. Comcast has no control over your personal equipment like that.
Google search Brought up checking your parental controls
https://arris.secure.force.com/consumers/articles/General_FAQs/SVG2482AC-Parental-Control-Block-Inte...

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Official Employee

Re: Can't upgrade service to Xfi because own my Arris modem

As mentioned in this thread, xFi is only compatible with the following Comcast Gateways: Arris 1682g, Cisco 3939, Cisco 3941t, Technicolor 4140com, Arris 3482g, Arris x5001 (fiber), and the new Technicolor 4331com (limited market right now). 

 

Can you confirm that the paused device is connected to your home network? This will eliminate the possibility that it's connected to another WiFi network where it could have been paused (ie.  nearby neighbors, etc.).

On a similiar note, were you recently visiting or travelling somewhere that had Xfinity WiFi available that you connected to? If so, can you try clearing your browser's cache and cookies to see if this could be causing the pause message to surface?

 

Can you confirm if the paused device can reach the internet at all or is it just a specific website/application?

 

When you get the chance, can you please post an image of the Pause message you are seeing on your computer? This may help us confirm for you where the pause rule is coming from (there is a specific message when paused through xFi). 


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Frequent Visitor

Re: Can't upgrade service to Xfi because own my Arris modem

Thanks for replying so quickly with possible causes for my issue.  I apologize for not replying back quickly.  As I mentioned, I traveled today, and I won't be able to do most of the troubleshooting until I get back on Saturday (18th).  I have used an Xfinity Hotspot briefly using this laptop, so I'll see if flushing my cache works.

 

The issue only occurs when I'm at home, so that confirms that the issue is with the modem at my house, which seems strange, since I haven't changed any settings on the modem, and this "pause" issue is only happening to this laptop.

 

I appreciate all the help, and I'll send out another post when I resolve the issue.  But I won't be able to complete my troubleshooting until after I get back.  Thanks all!

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Frequent Visitor

Re: Can't upgrade service to Xfi because own my Arris modem

Hello, I'm back from vacation, my laptop worked fine wherever I was, so that probably means that my laptop settings aren't the issue, correct?  I ask that because I was fooling around with settings on the laptop, trying to see if I could allow it to remote desktop with another laptop via the internet (not on the same network).  I gave up after a while, and then this issue occurred, so I was thinking I may have messed up my settings.  But if I can get on the internet from other networks, then I can rule out my laptop as causing the issue, correct?


That would narrow it down to the Arris modem at my home, or Xfinity.  Attached is a screenshot of the error I get when trying to get on to any Xfinity website, HOWEVER, I can't get on ANY website at all, even though I am connected to my network, and I can see and transfer files to/from my other computers on my network.

 

I'll look back at the responses and try all the suggestions and let you know if any specific one resolved the issue.  Thanks!

Xfinity_Error_Paused.PNG
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Gold Problem Solver

Re: Can't upgrade service to Xfi because own my Arris modem

Is this a Wifi connection? Can you switch to an Ethernet connection for a test?

If you are running Windows, what does IpConfig /all show? In Windows, open a Command Prompt window, enter

    IpConfig /all

and post the output. Mine looks like:

Windows IP Configuration

Host Name . . . . . . . . . . . . : SRGD-PC
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No

Ethernet adapter Local Area:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Realtek PCIe GBE Family Controller
Physical Address. . . . . . . . . : 90-E6-BA-C2-64-F0
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
IPv4 Address. . . . . . . . . . . : 192.168.1.2(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Saturday, January 18, 2020 04:41:55 PM
Lease Expires . . . . . . . . . . : Monday, January 20, 2020 05:30:07 AM
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DNS Servers . . . . . . . . . . . : 192.168.1.1
NetBIOS over Tcpip. . . . . . . . : Enabled

 

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Frequent Visitor

Re: Can't upgrade service to Xfi because own my Arris modem

It's a Surface 4, no ethernet port, so all wireless.

 

IPConfig-All.PNG
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Frequent Visitor

Re: Can't upgrade service to Xfi because own my Arris modem

I finally found my problem. Operator error.  After all the troubleshooting, I had narrowed it down to the router, as everyone suspected.  It wasn't Xfinity (sorry), it wasn't my laptop settings.


The Arris router has a section within Parental Controls.  A section called "Managed Devices", and in that page, there's a list of "Blocked Devices".  My laptop was on that list. It had to have been me who inadvertently clicked on my laptop in some other list as I was looking at the Arris program.  I just deleted my laptop from the list, and problem solved.

 

Thanks to all for the troubleshooting suggestions.

Capture.PNG