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jcdieterle
20th Anniversary celebration
1st Topic

Visitor

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2 Messages

Monday, June 26th, 2023 5:29 PM

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"Your Xfinity Internet service is not active" upon login to a wifi hotspot using my credentials.

Just as the subject says. When I try to sign in to access an xfinitywifi hotspot, it jumps to a webpage that says "Your Xfinity account is not active." I have an xfinity account that I pay for and my home internet on my modem router works. How can I fix this issue so I can get access to use the xfinitywifi hotspot like I'm supposed to be able to?

Question

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Updated 

1 year ago

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XfinityGabriel

Official Employee

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2.3K Messages

2 years ago

Hi, @jcdieterle! Thanks for taking the time to visit XFINITY over our forums page for help with accessing that hot spot. I love being able to use hot spots when on the go to save on my data usage, so I understand the importance of getting this fixed. I am sorry to learn about this experience. In order to research this further, would you mind sending us a direct message with your first/last name, XFINITY ID, and full address so I can ensure I am working on the correct account? 

 

You can start by clicking the "direct message" icon in the upper right page of the forum page. Once you click on that, input our  shared handle "Xfinity Support" to send us a private message. If you're signed in to your forums profile and because you have already posted to the public page, you should have the option to do so.

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user_obpdok

1 Message

2 years ago

I have the same problem.  I cannot send a direct message because there is no direct message icon on my web page.  I also downloaded the "XFinity Wifi Hotspots" app on my phone but when Iog in I get a  "Authorization Failed Unauthorized Service" message.  I am a Comcast customer, I can log in on the Web.

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Again

Expert

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31.6K Messages

@user_obpdok​ 

Direct messaging isn't allowed until an official employee asks you to do so; it's against the Forum Guidelines and the Acceptable Use Policy to send anyone an unrequested DM/PM.  Also note, if you do send one without being asked to do so, it could possibly be ignored.
 

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

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user_7h9pn6

1 Message

1 year ago

Yeah, I'm having the same issue.

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XfinityDena

Official Employee

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3.2K Messages

I am sorry to hear about the issues you are having with your hotspot access @user_7h9pn6 Have you followed how to connect with the link: https://www.xfinity.com/support/articles/about-xfinity-wifi-internet ?

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

1 year ago

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jcdieterle

Visitor

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2 Messages

@user_7h9pn6​ Hey, I was since able to get the issue resolved by talking to technical support. If I recall correctly, the issue was that I had just moved and my previous address was still linked to my account. The account saw both the old address and new address active. So, once the old address was removed from my account, it became resolved and the hotspots started working again. It was a while ago, so I don't remember the exact details, but I hope this helps.

1 year ago

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