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Xfinity HotSpot FAQs

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Posted by
Edited on
‎09-11-2014 11:55 AM

Bronze Problem Solver

Member Since: ‎08-13-2014
Posts: 952
Message 1 of 375 (64,640 Views)

Xfinity HotSpot FAQs

[ Edited ]

Just as a reminder here is the FAQ’s for the Xfinity Hotspot http://wifi.comcast.com/faqs.html

 

I have been getting a lot of requests to disable the hotspot, so I wanted to post this along with a quick how-to.  

 

To disable the Hotspot connection, visit My Account at https://customer.comcast.com/, click on “Users & Preferences”, and then select “Manage XFINITY WiFi.”

 

If you still have issues, please feel free to PM me with your account information and  please add “Disable Hotspot” in the subject line. 

 

You can PM me here: http://forums.comcast.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/5707303

 

If you do not receive a response in a timely manner, please feel free to post your request within the forum (do not include any of your account information) and someone will get to the request ASAP.

 

Thank you!

 

(And thank you ComcastTuska for assisting me with getting this setup.)

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374 REPLIES
Posted by
Contributor

Member Since: ‎02-28-2005
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Message 2 of 375 (48,084 Views)

Re: Xfinity HotSpot FAQs

                     

 

Thank you very much for all you do. I appreciate it. Smiley Happy

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Member Since: ‎09-12-2014
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Message 3 of 375 (47,972 Views)

Re: Xfinity HotSpot FAQs

What you have been doing ComcastJesse is admirable but it doesn't address the root problem. I'd like to be able to turn the WIFI Hotspot on and off when I want. The error message we receive is extremely vague. We've yet to get any kind of service update or timeline for a solution. As a customer I don't want to depend on a message board moderator to turn the WIFI on and off. I want to do it myself. I've done the live chat with Comcast service and they couldn't answer a single question.

 

Frankly I think the ability for customers to turn the WIFI Hotspot  on and off has been permanently disabled by Comcast and it's not going to return. Until I can decide for myself when I want the WIFI Hotspot to operate, I'm going to continue to perceive that Comcast has decided to take away the option from the customers.

 

 

~CD~

 

P.S. Don't turn off my WIFI Hotspot.

Posted by
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Member Since: ‎08-13-2014
Posts: 952
Message 4 of 375 (47,967 Views)

Re: Xfinity HotSpot FAQs

I do understand that this is a frustrating experience for a lot of customers, and to your point, I do agree that the feature should work as intended and as advertised.

 

Please know that the team is working on the issue. Until the feature is released as promised, I am assisting the best way that I can, and I promise to keep certain posts updated as I have said I would.

 

Thank you!

 

 

 

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Member Since: ‎09-11-2014
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Message 5 of 375 (47,960 Views)

Re: Xfinity HotSpot FAQs

Hi,

Can you please disable the Wifi Hotspot ASAP.  I have been tryingt to for days and still have no resolution.  Your timely help is appreciated.

Thanks

Posted by
Visitor

Member Since: ‎10-25-2013
Posts: 4
Message 6 of 375 (47,910 Views)

Re: Xfinity HotSpot FAQs

Can you please disable my hotspot as well? Been trying off and on for last month and get nowhere.


Thanks

Posted by
Frequent Visitor

Member Since: ‎09-17-2014
Posts: 12
Message 7 of 375 (47,795 Views)

Re: Xfinity HotSpot FAQs

I've been trying to disable mine, and I get an error saying I can't. Sounds like Comcast playing their customers as fools again to me, just like their tech support and customer service. I've been a customer all of two weeks and have had nothing but negative experiences with Comcast.

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Member Since: ‎09-26-2014
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Message 8 of 375 (47,575 Views)

Re: Xfinity HotSpot FAQs

I keep clicking the "manage xfinity wifi" link and I get a popup that eventually says "We're sorry. Something unexpected happened. Please try again later."

 

Others have had this error repeatedly. Have you found a reason this is happening? I have no third-party popup blockers, I've tried three browsers (Firefox, IE, and Chrome), and it's the same with each.

 

Thanks.

Posted by
Contributor

Member Since: ‎02-28-2005
Posts: 49
Message 9 of 375 (47,572 Views)

Re: Xfinity HotSpot FAQs

If Comcast wanted you to be able to disconnect the wifi hot spot then it would work. It don't work cuz Comcast don't want people disconnecting the hot spots.

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Member Since: ‎12-14-2011
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Message 10 of 375 (47,490 Views)

Re: Xfinity HotSpot FAQs

Here's one that's not in the FAQ;  Setting aside for the moment the privacy issues of Comcast advertising my home address and inviting total strangers to come to my home for free wifi, what kind of protection from legal liability does Comcast offer if one of those people you invited to use my wifi uses it to access child porn, pirated misic/vid or other illegal content?

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Message 11 of 375 (47,450 Views)

Re: Xfinity HotSpot FAQs

I was able to disable my hotspot after 2 tries of clicking on "Manage XFINITY WiFi". Thanks Jesse!

Posted by
Contributor

Member Since: ‎02-28-2005
Posts: 49
Message 12 of 375 (47,436 Views)

Re: Xfinity HotSpot FAQs

You will not be able to enable or disable the XFINITY WiFi Home Hotspot feature as you do not have an eligible XFINITY Wireless Gateway in your home.

To learn more about Home Hotspot, find a hotspot near you or to download the XFINITY WiFi app, visit xfinity.com/wifi.

 

 

anybody else get this message ??????????

Posted by
Edited on
‎09-28-2014 11:59 AM

Problem Solver

Member Since: ‎12-15-2011
Posts: 1,375
Message 13 of 375 (47,426 Views)

Re: Xfinity HotSpot FAQs

[ Edited ]

Anon1245491 wrote:

You will not be able to enable or disable the XFINITY WiFi Home Hotspot feature as you do not have an eligible XFINITY Wireless Gateway in your home.

To learn more about Home Hotspot, find a hotspot near you or to download the XFINITY WiFi app, visit xfinity.com/wifi.

 

 

anybody else get this message ??????????


Well yeah... everyone who does not have a Comcast rental modem/router. 

Posted by
Contributor

Member Since: ‎02-28-2005
Posts: 49
Message 14 of 375 (47,416 Views)

Re: Xfinity HotSpot FAQs

I DO HAVE a Comcast rental modem/router.

Posted by
Problem Solver

Member Since: ‎12-15-2011
Posts: 1,375
Message 15 of 375 (47,409 Views)

Re: Xfinity HotSpot FAQs

Then you do not have a new one with this feature.  What is the model number??

Posted by
Contributor

Member Since: ‎02-28-2005
Posts: 49
Message 16 of 375 (47,404 Views)

Re: Xfinity HotSpot FAQs

Technicolor TC8305C WIRELESS TELPHONE MODEM(latest gateway out!)(Comcast/Xfinity)(upgrade from 862)

Posted by
Problem Solver

Member Since: ‎12-15-2011
Posts: 1,375
Message 17 of 375 (47,399 Views)

Re: Xfinity HotSpot FAQs

Call 1 800 COMCAST and ask them.

Posted by
Contributor

Member Since: ‎02-28-2005
Posts: 49
Message 18 of 375 (47,394 Views)

Re: Xfinity HotSpot FAQs

You must be kidding. 99% of them don't know their you know what from a whole in the ground. It would take 50 calls to find someone who has a clue. I've been with Comcast a very long time. Not going to waste my time.

Posted by
Problem Solver
Problem Solver

Member Since: ‎09-25-2006
Posts: 456
Message 19 of 375 (47,307 Views)

Re: Xfinity HotSpot FAQs


Cubefarmer wrote:

Here's one that's not in the FAQ;  Setting aside for the moment the privacy issues of Comcast advertising my home address and inviting total strangers to come to my home for free wifi, what kind of protection from legal liability does Comcast offer if one of those people you invited to use my wifi uses it to access child porn, pirated misic/vid or other illegal content?


I too want an Official Answer on the legality of that exact issue..

Posted by
Contributor

Member Since: ‎02-28-2005
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Message 20 of 375 (47,304 Views)

Re: Xfinity HotSpot FAQs

good luck

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Message 21 of 375 (47,254 Views)

Re: Xfinity HotSpot FAQs

Anyone wondering about legal liability, whoever uses the hotspot feature has to login with their own comcast credentials. The traffic is not associated to your account. It is in fact more beneficial to people who would have previously just shared their own wifi key with friends/guest.

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Message 22 of 375 (47,196 Views)

Re: Xfinity HotSpot FAQs

Jesse,

Has Comcast ever thought of providing to customers the ability to manipulate some of the parameters of the public hotpsot?  For example the ability to put the hotspot on another non-overlapping channel, so it wouldn't be sharing the same channel as my private wifi.  When I change my channel the channel for the public hotspot follows along.  It would be nice if it was statically set at channel 1 or that we had the option of putting it on a channel (1, 6 or 11) that we are not using. Also what about putting it on a different band as the private wifi.  In my opinion there seems to a few ways that this could be made more palatible for customers.

 

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Message 23 of 375 (47,193 Views)

Re: Xfinity HotSpot FAQs


Jesse,

Are you able/allowed to provide answers to any of the questions below.  I already know the answers to some through my own testing, but answer from someone on the inside would be great.  Some I am just curious about.  Others bring up concerns about security, accountability and possible performance issues regarding the residential hotspots.  Thank you for your efforts in helping me understand how this all works.
  • Do the guests and homeowners share a public IP address? If not, do all guests share the same public IP address?
  • How are Wi-Fi guests segregated from the private network? VLAN? Different IP subnet? 
  • When the FBI comes calling, how does Comcast differentiate traffic from a guest user vs. the homeowner?
  • Can Comcast differentiate traffic among different guest users? 
  • Is the automatic logging on to XFINITY WiFi keyed off MAC addresses? 
  • Does XFINITY WiFi operate in the 2.4GHz band, the 5GHz band or both?  
  • In the 2.4GHz band, how does it allocate a Wi-Fi channel for the xfinitywifi network? 
  • Same question in the 5GHz band 
  • Is there any over the air encryption such as WPA2-AES? 
  • Does enabling XFINITY WiFi slow down the private network? 
  • If a customer opts out of XFINITY WiFi at home, can they still use it away from home? 
  • If a customer has their own modem and router, can they use XFINITY WiFi when away from home?

    According to a comment below, the answer is yes.
  • Can non Comcast customers, with either a free trial or a short term access pass, access a home router? 
  • How fast is the guest connection?
Posted by
Problem Solver

Member Since: ‎12-15-2011
Posts: 1,375
Message 24 of 375 (47,191 Views)

Re: Xfinity HotSpot FAQs


TheBamaFan wrote:


Jesse,

Are you able/allowed to provide answers to any of the questions below.  I already know the answers to some through my own testing, but answer from someone on the inside would be great.  Some I am just curious about.  Others bring up concerns about security, accountability and possible performance issues regarding the residential hotspots.  Thank you for your efforts in helping me understand how this all works.
  • Do the guests and homeowners share a public IP address? If not, do all guests share the same public IP address?
  • How are Wi-Fi guests segregated from the private network? VLAN? Different IP subnet? 
  • When the FBI comes calling, how does Comcast differentiate traffic from a guest user vs. the homeowner?
  • Can Comcast differentiate traffic among different guest users? 
  • Is the automatic logging on to XFINITY WiFi keyed off MAC addresses? 
  • Does XFINITY WiFi operate in the 2.4GHz band, the 5GHz band or both?  
  • In the 2.4GHz band, how does it allocate a Wi-Fi channel for the xfinitywifi network? 
  • Same question in the 5GHz band 
  • Is there any over the air encryption such as WPA2-AES? 
  • Does enabling XFINITY WiFi slow down the private network? 
  • If a customer opts out of XFINITY WiFi at home, can they still use it away from home? 
  • If a customer has their own modem and router, can they use XFINITY WiFi when away from home?

    According to a comment below, the answer is yes.
  • Can non Comcast customers, with either a free trial or a short term access pass, access a home router? 
  • How fast is the guest connection?

Did you read the comcast web site?

 

http://www.comcast.com/wifi/faqs.htm

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Member Since: ‎10-01-2014
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Message 25 of 375 (47,184 Views)

Re: Xfinity HotSpot FAQs

@sabretooth,

Yes.  I have looked through the FAQs.  A couple of the questions could be somewhat answered by the FAQs, but I am hoping that a Technician would have a better answer.  Some of them I probably could have removed because I am sure Jesse will have to provide the party line regarding performance and such, but most of the others aren't really touched (well, if at all) in the FAQ.

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Member Since: ‎10-02-2014
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Message 26 of 375 (47,134 Views)

Re: Xfinity HotSpot FAQs


[...]

To disable the Hotspot connection, visit My Account at https://customer.comcast.com/, click on “Users & Preferences”, and then select “Manage XFINITY WiFi.”

[...]
Having trouble finding anything like Manage XFINITY WiFi at the specified location.
A Ctrl-f to search the page turns up nothing containing the string Wifi and on visual scan I see nothing that can possibly be this link....
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Member Since: ‎10-02-2014
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Message 27 of 375 (47,103 Views)

Re: Xfinity HotSpot FAQs

I too spoke with Moe, Larry and Curly.  I had one helpful kid tell me that the xfinity wifi hotspot was beamed to the neighborhood via a telephone pole connection and then hung up on me.  Had Larry tell me that he could turn it off at comcast - wrong again.  Then had Curly tell me oh he could help me help me help me and basically wasted twenty minutes more of my time and then tried to upsell me a higher speed connection.  Honestly, the fault does not lay with these kids who are trying to make their $10 an hour so they can take Mary Lou to the movies on Friday night.  It lies solely with Comcast who have monopolized the industry and are going to charge you for use of their equipment and then use it to provide services that they can collect revenue from.  I too tried the user modification under the Manage xfinity waste your time and came up with error message.  The error is paying for a router so that  Comcast can broadcast your network connection and increase their market share.  This leaves me two options - a) get my own modem/router again like I used to have before they pinged the one I had to death or made it obsolete on their network or b) choose from another provider - centurylink - another customer service nightmare.  Of course  their is plan c) bridge the router and use as a modem with my router that I used to use but if I'm going to go through that  trouble I will be buying a gateway of my own to use with the isp of my choosing be it the Devil or the Deep Blue Sea.  As to Customer Service and I work in Customer Service - Comcast is about the worst Customer Service I've ever dealt with including Dell Computers 10+ years ago - i.e., Dell Hll.  FWIW

Posted by
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Member Since: ‎09-29-2014
Posts: 9
Message 28 of 375 (47,077 Views)

Re: Xfinity HotSpot FAQs

It was right down below my address and mine turned off just fine, first try. I was about to take it apart and start clipping wires but it worked just like they said. I do think it is a dirty deal that no one told me about it. I had the neigbors thanking me for the wifi. I said "It isn't Mine!" It was. There is no link to click? Right under your address? Strange. Are you sure your browser isn't blocking it? Try a different browser maybe?

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 54,210
Message 29 of 375 (47,056 Views)

Re: Xfinity HotSpot FAQs

Post removed due to a deliberate forum language filter circumvention violation. Please keep it clean and civil here, thank you.

Posted by
Edited on
‎10-16-2014 12:06 PM

Contributor

Member Since: ‎07-10-2012
Posts: 74
Message 30 of 375 (46,818 Views)

Re: Xfinity HotSpot FAQs

[ Edited ]

That was a darned dirty trick! I had my modem set to bridge mode so I would not be providing free wi-fi and using my electricity and slowing down my response times. I bought TWO routers with wi-fi for my personal use and now this darned comcast/xfinity stabbed me again. I would surely appreciate this turned off as it is severely messing with my phone tablets and computers. PLEASE TURN IT OFF AND KEEP IT OFF. (The link will not work.)

 

 

(This is an EDIT: It is now turned off. I verified this with an app for my tablet called " Wifi Analyzer " )

(not an advertisement for the app, it's a darn handy tool that will work on smart phones as well as tablets.)

 

Posted by
Contributor

Member Since: ‎07-10-2012
Posts: 74
Message 31 of 375 (46,812 Views)

Re: Xfinity HotSpot FAQs

bridging won't work, mine was bridged and they found a way to work around that.


NOTAHAPPYMAN wrote:

I too spoke with Moe, Larry and Curly.  I had one helpful kid tell me that the xfinity wifi hotspot was beamed to the neighborhood via a telephone pole connection and then hung up on me.  Had Larry tell me that he could turn it off at comcast - wrong again.  Then had Curly tell me oh he could help me help me help me and basically wasted twenty minutes more of my time and then tried to upsell me a higher speed connection.  Honestly, the fault does not lay with these kids who are trying to make their $10 an hour so they can take Mary Lou to the movies on Friday night.  It lies solely with Comcast who have monopolized the industry and are going to charge you for use of their equipment and then use it to provide services that they can collect revenue from.  I too tried the user modification under the Manage xfinity waste your time and came up with error message.  The error is paying for a router so that  Comcast can broadcast your network connection and increase their market share.  This leaves me two options - a) get my own modem/router again like I used to have before they pinged the one I had to death or made it obsolete on their network or b) choose from another provider - centurylink - another customer service nightmare.  Of course  their is plan c) bridge the router and use as a modem with my router that I used to use but if I'm going to go through that  trouble I will be buying a gateway of my own to use with the isp of my choosing be it the Devil or the Deep Blue Sea.  As to Customer Service and I work in Customer Service - Comcast is about the worst Customer Service I've ever dealt with including Dell Computers 10+ years ago - i.e., Dell Hll.  FWIW


 

Posted by
Contributor

Member Since: ‎07-10-2012
Posts: 74
Message 32 of 375 (46,807 Views)

Re: Xfinity HotSpot FAQs

OK seriously I want it turned off.

waiting on line for a rep. gonna wait 15 minutes then getting out a screwdriver. LOL

 

seriously I requested bridge mode in the early summer and bought two routers with wifi for my personal use,.

lowered my speed to save money and now I have a few people piggybacking on this signal so I'm about as slow as DSL.

 

help would be GREATLY appreciated.

 

I go to the link my account, Manage XFINITY WiFi and it would give me an error message.

 

WAIT, cancel that. I tried it over and over again while waiting on the phone and finally a pop up window came up and allowed me to disable it and the only thing I see is my wi-fi signals.

 

Thank you for whatever you did to get them to fix the problem that was allowing CUSTOMERS (who are always right and should have rights) the ability to shut it off. Now we will see if it stays off since I can not control the channel it is on.

 

By the way, not to advertise something on here, but I was using the "Wifi analyzer app" on my Nexus and on my phone to help detect when it went off. The app is free and works rather well.

 

I would have highlighted a few things, but the forum thinks it's own markup for bold is invalid html.

 

 

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Member Since: ‎10-07-2014
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Message 33 of 375 (46,758 Views)

Re: Xfinity HotSpot FAQs

I keep getting this pop message "We're sorry. Something unexpected happened. Please try again later." for about 15 mins of trying. Would like to have it turn off as soon as possible

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Message 34 of 375 (46,699 Views)

Re: Xfinity HotSpot FAQs

Yes I thought that the wifi hot spot was free. It's not. But it is for anyone else to use in your area. I guess someone has to pay for it. The commercial said everyone can have a hotspot and have umbrella coverage ion your neighborhood. Maybe I can talk a neighbor into this bs. I will just use theirs! Also heard you cannot secure them. Curious why so many want it turned off. I never got one after they told me it had a monthly fee.

 

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Member Since: ‎10-08-2014
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Message 35 of 375 (46,647 Views)

Re: Xfinity HotSpot FAQs

Dear Comcast,

 

Please turn off my Xfinity HotSpot! I tried to turn it off on my online account but kept getting an error message.

 

Thank you!

 

 

Posted by
Bronze Problem Solver

Member Since: ‎08-13-2014
Posts: 952
Message 36 of 375 (46,621 Views)

Re: Xfinity HotSpot FAQs

Kimberlita,

 

Your Hotspot has been disabled.

 

Thanks!

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Message 37 of 375 (46,554 Views)

Re: Xfinity HotSpot FAQs

Please disable my xfinity hotspot as well. I've tried doing it myself and calling in to no avail. This has become frustrating.

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Message 38 of 375 (46,493 Views)

Re: Xfinity HotSpot FAQs

How do I get a Comcast modem that will suport a Hotspot.  We live across the street from a park the the park will benefit from this and some will my house guest.

 

Thank You

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Posts: 952
Message 39 of 375 (46,482 Views)

Re: Xfinity HotSpot FAQs

The best and easiest way to get the modem you are looking for is to visit your Comcast store. You swap out your current modem, and they should be able to provide you with a modem that has the Hotspot feature available.

 

Thanks!

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Posted by
Contributor

Member Since: ‎03-17-2004
Posts: 40
Message 40 of 375 (46,351 Views)

Re: Xfinity HotSpot FAQs

PM sent please disable mine I just setup our network today removing the dpc 3000 and netgear wrn1000......

 

thanx

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Member Since: ‎12-17-2013
Posts: 8
Message 41 of 375 (46,345 Views)

Re: Xfinity HotSpot FAQs

Please disable mine.  I called in the past and they insisted they did but they actually just turned off MY ability to connect wirelessly.  I know that it's still turned on.  When I try to access the capability to turn it off in my online dashboard it keeps giving me error messages.

Posted by
Frequent Visitor

Member Since: ‎10-25-2013
Posts: 16
Message 42 of 375 (46,324 Views)

Re: Xfinity HotSpot FAQs

Good morning Ms. Fox (I am assuming  Ms. Forgive me if I'm wrong) What my brother & sister ended up doing is finding a cable modem compatable with the type Comcast rents to you. There is a list of acceptable modems somewhere on Comcasts/Xfinity's website. I never inquired as to whether it got rid of the open WiFi link but I'll try & remember to find out for you & anybody else who might be interested in this somewhat expensive way of eliminating a second unsecured WiFi signal. Have a great day!

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Edited on
‎10-18-2014 10:12 AM

Bronze Problem Solver

Member Since: ‎08-13-2014
Posts: 952
Message 43 of 375 (45,793 Views)

Re: Xfinity HotSpot FAQs

[ Edited ]

Please limit posts to either questions or requests. If you would like to post your personal experience with Comcast service, please open a new thread.

 

Thank you

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Member Since: ‎10-21-2014
Posts: 1
Message 44 of 375 (45,588 Views)

Re: Xfinity HotSpot FAQs

> "You will not be able to enable or disable the XFINITY WiFi Home Hotspot feature as you do not have an eligible XFINITY Wireless Gateway in your home."

 

This is the only message it gives me, and it's wrong. I absolutely do have one, and it has the hotspot feature, and it's actively interfering with the other wireless devices I use. 

 

Before rolling out this "feature", you should have made sure it actually worked.

 

Frankly, this whole thing is plain ridiculous. Near as I can tell, there's no actual way to simply turn off the wifi in the first place. I didn't want a router and wifi combo box from you, Comcast. I wanted a cable modem. I'll deal with my own wireless and networking, thank you very much.

 

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Member Since: ‎10-14-2008
Posts: 2
Message 45 of 375 (45,564 Views)

Re: Xfinity HotSpot FAQs

Please disable my wifi hotspot

Posted by
Frequent Visitor

Member Since: ‎09-29-2014
Posts: 9
Message 46 of 375 (45,556 Views)

Re: Xfinity HotSpot FAQs

Log into your comcast account--go to users and  preferences--look in the section that shows your service address and you will see a link to 'manage xfinity wifi'---clicking on the link will take you to a screen where you can turn off the the Xfinity hot spot (Xfinity wifI).

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 54,210
Message 47 of 375 (45,532 Views)

Re: Xfinity HotSpot FAQs

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Member Since: ‎03-04-2007
Posts: 3
Message 48 of 375 (45,412 Views)

Re: Xfinity HotSpot FAQs

Please disable my hotspot. I dosabled it once and now its on again. I get the same "something unexpected happened" when I try to do it myself.

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Member Since: ‎10-09-2014
Posts: 2
Message 49 of 375 (45,243 Views)

Re: Xfinity HotSpot FAQs

If I get a Comcast HotSpot wireless router is the range on the HotSpot side the same as the normal WiFi side or does the  HotSpot side goes farther?

 

Thanks

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 54,210
Message 50 of 375 (45,238 Views)

Re: Xfinity HotSpot FAQs

AFAIK, they both have the same transmit power output.




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