Hi keyserS175, just to confirm are you going through the following selections when pausing: Devices>select device you want to pause> Pause Device> apply changes> gives green check mark if device paused correctly
Could you also try through these selections and let me know if you are still experiencing issues:
People> from the People section, select Pause All for the profile you would like to pause> apply changes> green check mark if correct.
I am having the same problem. Wifi does not pause or go to sleep at bedtime. Xfi shows the devices as paused or asleep, but there is no effect on the devices. I have done it as specific devices and also as profiles. I have used the app as well as from the website on my computer. None of the devices I have tried to pause have access to cellular data. They rely completely on wifi. This has been going on for about two weeks. It started about the time I noticed some new features on the app.
I was recommending this feature to friends, but now it is proving completely unreliable and I am in need of another solution.
I think I am having a similar problem. I have paused all devices, its says 0 devices active. But yet my sons phone is doing something between 2 a.m. and on (and I have time locks on too).
Hi PCT9 and cb_kb - can you confirm that these paused devices remain connected to your home WiFi network for the duration of the time the device is paused?
It's possible that these devices could be connecting to the XFINITY hotspot or another unsecured WiFi network to which they would be able to access the internet freely.
I can confirm they are on our home wifi, not xfinity wifi. I can see the activity on the app, and I've looked at the settings on the devices at times seeing it is logged into our home wifi. They only lose wifi if I unplug the modem/router.
Same Issue. Can't pause devices and the sleep time feature always gives a error and says try again. I have tried again so many time and still
The app doesn't work.
Since app the feature in the router has been removed as well. I can't block in router setting or the sleep feature.
App needs work.
Thank you all for confirming. I'm sorry to hear the pause is not working as expected. It sounds like this could be a sync issue and the team is looking into what could be causing it. We will let you know as soon as possible.
This feature does not work at all. To market it and advertise that is an unfair and deceptive act and practice under the FTC and Massachusetts General Laws Chapter 93A. Comcast clearly knows it does not work yet they continue to advertise this feature as if it does.
Hi JS241, we are terribly sorry that some of our customers are experiencing this issue. We are working to get it resolved and will provide updates as soon as possible.
In the meantime, we can escalate these issues to our support team so they can run through troubleshooting steps and making sure everything is in sync on the backend. I will take a look into your account and get it escalated appropriately.
We definitely can. We have also sent up each of these issues from the thread for invesitgation. Someone from our care team should be reaching out to confirm the issue and run through troubleshooting steps.
If you would like the ticket number for your case as reference, please feel free to reach out to me through PM.
Same here. xFi shows paused but both pcs still active on the wifi. Same goes when I try to pause cell phones. Funny thing is I tried pausing my pc which is wired connection and that paused right away, ha. For some reason it doesn't work for wifi. And yes they are connected to our network and not any other.
I have had the same problem for months! I’ve spent hours on the phone w/Xfinity twice with no luck. It says device is paused but it is not. I just tried it again a month later and it’s still NOT working! Please help
Have you been able to match the MAC address to the device? You might be pausing the wrong device.
i am having the same problem as this entire stream. app and website say a device is paused but the device continues to have access to the home network. this is NOT good. please advise if there is a fix!!
If you have verified that the paused devices remain connected to your network while still having access to the internet, please send me a private message with your service address/ZIP and the MAC address for one of the devices not responding to pause. Thanks.
Same here....unable to pause devices and bedtime mode is also not working. I called in last week and they pinged and reset my modem and were sure it was fixed......WRONG!
I can assist you. Please send me a private message with your full name, street address, and account number by clicking on my name and then "private message me" and we can get started.
@Brian50, it depends on the type of online streaming activity that is happening and if there has been data pre-buffered in the background. For example, if a device is paused while streaming videos on YouTube, if the video that is playing had been fully loaded and buffered, the video will continue to play but access to load additional videos after that should be prevented.
If you are seeing these devices continuously streaming as if it's not paused, please verify the device is connected to your in-home WiFi network. If it is, you can send me a Private Message with that device MAC address as well as a timestamp of when this issue occured and we can look into it.
Was there ever a univerasl solution for this provided. We tested and experienced the same thing. If there is an active connection when a device is paused the connection is maintained.
I'm having the same issue. My 7 year old was up all night watching YouTube way past the bed time mode on the laptop. I even paused it once I woke up and realized he was still awake and it never did pause it. That was my main purpose for downloading the app! Very disappointed!