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user_0md1lp
1st Topic

2 Messages

Monday, October 28th, 2024 11:10 PM

“Sorry, a network issue has occurred”. Not able to connect to WiFi.

My roommate is not able to connect his laptop to the Wi-Fi. I have my phone, His phone, TV, my laptop, all connected and has been working for months. Whenever he tries to login It allows the login process to go through, but then a screen saying “sorry, a network issue has occurred”. We have the same laptop, and I have never encountered this issue. We have also been trying to connect for weeks. Now we tried resetting the modem, resetting the Wi-Fi on his laptop, and resetting his laptop.

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10 days ago

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DreamSayerZ

Problem Solver

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548 Messages

12 days ago

@user_0md1lp Are you trying to connect to an Xfinity hot spot and this error is occuring?

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XfinityRay

Official Employee

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2.2K Messages

10 days ago

Hi there, user_0md1lp! Thank you for reaching out for assistance with getting the laptop connected. We are happy to help! We appreciate the troubleshooting steps that you tried and the information provided so we can be on the same page. 

@DreamSayerZ has asked a good question. Are you connecting to the home network or an Xfinity WiFi Hotspot?

Have you checked that the laptop drivers are all up to date? 

Another thing we recommend is to forget the WiFi name and password, clear your cookies, restart the laptop, and try to connect again. Have you already done that? 

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user_0md1lp

2 Messages

We tried to connect it to the hotspot and normal WiFi, there is also a third one (XFINITY, XfinityWifi, and xfinitywifi). We have tried resetting the computer and the forgetting the password and all that. 

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10 days ago

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XfinityRay

Official Employee

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2.2K Messages

Perfect, user_0md1lp! Let me check on your account from here. I can run testing to your modem and devices to find the root cause of this. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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.
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10 days ago

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