customer service should provide a written form for question, instead of asking customers to spell out long URL, made no sense, not resolved

in xfinity wifi, can't open a link, but when switching to mobile xfinity or hotspot, it's working.

already tried clean-cache, reboot, switching different browsers in different devices (laptop, phone), same problem.

i have a bunch of URLs as examples, and also "openssl s_client -connect" output about certificate info.

have been talking to customer service (live chat) since yesterday, for 3+ times, the customer service told me this will be resolved in about 1-2 hours, however, never happened.

i provided details in the live chat for 5+ times, but the representatives never forward the info,

received a phone call, the representative has almost 0 context, asked me to spell out the long URL.. which is certainly a several hour work, or even not working at all, made no sense.

i asked for written form, i can easily provide several URLs

I also received short message and email pointing me to https://customer.xfinity.com/now , however, the page shows nothing but:Looking for Xfinity services?
You can view and manage your existing services. Go to Xfinity services Chat with Xfinity Assistant
an infinity loop...

Responses

XfinityJustinM

Official Employee

•

37 Messages

1 day ago

Hi there @user_htqlli,
I apologize for the extra leg work you have been putting in, but I believe I know what the problem is here. In your available networks you are most likely seeing two options xfinitywifi and xfinity mobile. The xfinitywifi that you are having trouble with is actually part of our unsecured Wi-Fi hotspot network, I would not recommend using this option. Please use the Xfinity Mobile option as that is secured, protected, and optimized primarily for customer use.

Just to confirm my theory, what cellular device are you using to connect?

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user_htqlli

Visitor

•

3 Messages

thanks for your quick response @XfinityJustinM

the issue is that i can't access this subdomain:

1) it's working when i'm in mobile LTE (turn off wifi in the phone) or laptop connecting to hotspot (from phone which in LTE), and also when in another wifi outside.

2) it's not working when connecting to my home wifi (xfinity). but i can access other domains.

this could be due to some config or block from xfinity or DNS side.

further details (i have a bunch of URLs, if any written form, i can provide the list):

openssl s_client -connect <good.subdomain.web.site> -tls1_2

CONNECTED(00000005)

depth=2 C = US, O = Google Trust Services LLC, CN = GTS Root R4

verify return:1

depth=1 C = US, O = Google Trust Services, CN = WE1

verify return:1

depth=0 CN = genspark.site

verify return:1

---

Certificate chain

0 s:CN = genspark.site

i:C = US, O = Google Trust Services, CN = WE1

openssl s_client -connect <bad.subdomain.web.site> -tls1_2

---

no peer certificate available

---

No client certificate CA names sent

---

SSL handshake has read 5 bytes and written 215 bytes

Verification: OK

---

New, (NONE), Cipher is (NONE)

Secure Renegotiation IS NOT supported

Compression: NONE

Expansion: NONE

No ALPN negotiated

SSL-Session:

Protocol : TLSv1.2

Cipher : 0000

Session-ID:

Session-ID-ctx:

Master-Key:

PSK identity: None

PSK identity hint: None

SRP username: None

Start Time: 1746560149

Timeout : 7200 (sec)

Verify return code: 0 (ok)

Extended master secret: no

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1 day ago

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XfinityAmandaB

Official Employee

•

2.2K Messages

user_htqlli It may be an issue with the subdomain you are trying to access. When using our secure networks (the Xfinity) hotspots and your home network, there are additional security measures in place the (xfinitywifi) would be the unsecured option, but if you are using our advised security feature with your service,s that could also be impacting access any sites that may be a risk. If you check the Xfinity app in the Security tab you can see if that option is currently enabled. If so I would try disabling the feature and trying again.

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1 day ago

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