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user_be1nmq
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4 Messages

Tuesday, October 3rd, 2023 5:02 PM

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Internet dropping mid-afternoon each day; Portal won't allow me to disable guest hot spot

Hi Xfinity support!

1. I have been experiencing my internet dropping off in the middle of the afternoon most days. I work from home, so this has become a real problem. What do you recommend to resolve this?

2. I have tried disabling the guest hot spot wifi within the customer portal, but it keeps showing the error "Something has gone wrong, please try again later". I've tried several times yesterday and today.

Thanks in advance!

Question

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Updated 

2 years ago

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XfinityAdrienne

Official Employee

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1.2K Messages

2 years ago

Hey there, @user_be1nmq! I am very sorry to hear about the drops in connection in the afternoons. When you notice, is the modem resetting fully? If not, are you losing both hardwired connection and Wifi? As far as disabling the guest hotspots, are you using the Xfinity App or on a web browser? 

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user_be1nmq

4 Messages

Hi @XfinityAdrienne ! Thank you for the help.

On the modem: I'm not seeing a reset. I'm using wifi.

On the hotspot: I'm using the web browser. I can't find the option to disable in the app.

2 years ago

0

XfinityAdrienne

Official Employee

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1.2K Messages

Of course, we are happy to help @user_be1nmq! Hmm, thank you for clarifying that. Have you recently reset the modem by unplugging it from the power source for 1 minute and then plugging it back in? From time to time, refreshes in signals can help improve any issues you might be having. Through the Xfinity App can you follow these steps to attempt to disable the hotspot? Please let us know if through the App it allows you to disable it. 

  1. Go to the Xfinity app (available to download for free from Apple App Store or Google Play).
  2. Sign in to your account using your Xfinity ID and password.
  3. Tap WiFi.
  4. Tap View WiFi equipment.
  5. Tap Advanced settings.
  6. From there, tap Xfinity WiFi hotspot network.
  7. Slide the toggle to the right to enable your public hotspot and to the left to disable it.
I am an Official Xfinity Employee.
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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_be1nmq

4 Messages

Thanks XfinityAdrienne ~

I’m not sure where to find the Wifi button in the app. Here’s a screenshot of what I see when I load the app. Can you help me find where I can access wifi settings in the app?

2 years ago

0

user_be1nmq

4 Messages

Pic of xfinity app screen

2 years ago

0

CCJodie

Problem Solver

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1.3K Messages

@user_be1nmq Looks like you might not be the primary user on the account. Could you please check this link out to be check on what the user role is? https://www.xfinity.com/support/articles/how-to-change-your-username

I no longer work for Comcast.

2 years ago

0

Again

Expert

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31.4K Messages

2 years ago

@user_be1nmq 

To find your Primary user ID, use the Lookup Tool: https://idm.xfinity.com/myaccount/lookup
 
Just enter the requested information and you will see a listing of all the user ID's on your account, one of which will be the Primary ID.

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