@gsowa1 - Thank you for visiting and commenting here on the Xfinity Forums, and thank you for choosing Xfinity! Please let us know if the steps you had taken worked or if the issue persists so that it may benefit all readers. This is in keeping with the spirit for which these public help forums were originally intended. Thank you!

Right Comcast's response is basically "It's you, not me", they are unwilling to take any responsibility for their app or their service not working.

Thank you for posting the comment, @erm54. Please let us know if you are able to connect when you visit the service center and if they recommend any type of troubleshooting as they are able to do so directly with the device and you in the store. We appreciate any information you can provide while we look further into this issue. 

Hi @XfinityEdgardo , I did go by the Comcast store and they said they have never heard of any such issue. They had no suggestions as to what to try either. Since we have the Xfinity apps (Xfinity, Hotspots, etc.) installed on our phones and we login to our primary accounts, and Xfinity Mobile indicates they (Xfinity Mobile) configure Hotspots secure profiles and how they work, then there isn't anything more we should (have to) do.

But for some of us that isn't the case.

My question(s) at this time is: Why, when I am logged into the Xfinity WiFi Hotspots app with my primary account, and I am around a Xfinity Hotspot (being broadcast), it will not automatically connect to either the secure XFINITY or non-secure xfinitywifi hotspots?

I have now also called tech support, and actually talked tech people on the phone. First one person, who transferred me to a second person, who then transferred me to a 3rd person (if I remember it correctly...), but the last person (after explaining all that I see as to what is going on) ran some diagnostics, and then said some changes were being made that would take at least an hour. So currently waiting that hour out to see if anything is different after. Once I have a chance to see what happens, I tell them if it is working yet or not. Then I guess it goes from there. I will update the post after I have more info.

Thank you so much for sharing that with us, and I'm deeply sorry to hear that you have had to spend quite a bit of time on this, and please know that your time, patience, and all your efforts, do not go unappreciated! That being said, thank you for staying connected with us, and we will continue standing by, while that hour passes. Please let us know if there's anything else that we can do, in the meantime. I hope you're having a wonderful Sunday, and I am sure this hour will get everything fixed up, if that was the expectation that was set. Talk soon!

@rightfooted​ when I do see the XFINITY or xfinitywifi hotspots I can't connect to either also.

The XFINITY secure hotspot tells me "Incorrect password", but I have never entered a password, although I am logged in to the Hotspots app with my primary account. And if I try to select it, it doesn't allow me to do anything at all, it simply pops back with "Incorrect password". It shows the "lock" WiFi icon, so it is a secure hotspot, but I can't change or enter anything.

The non-secure xfinitywifi hotspot tells me I am not signed in or "Sign-in is required", but I am signed in to my primary Xfinity account in the Hotspots app as I mentioned.

So, what account and password is the XFINITY hotspot using? I don't know because I can't see anything.

And then also what account and password does the non-secure xfinitywifi hotspot want to use? Although I am not that interested in using the non-secure hotspot anyway.

And if the Hotspots app isn't doing anything here, why are we using it?

That's a great question! You should be able to log in to the Mobile Hotspot app, which is separate from the Xfinity MyAccount app, therefore, once you sign into that hotspot app, you should be able to access those hot spots at any time. Just to confirm, when you enter your regular online account, login credentials, you're receiving an incorrect password error? If that's the case, is it allowing you to complete the "Reset Your Password" process? We definitely want you to have access to these hotspots, even if it's not needed at the moment, since they can be super useful, in case of emergencies! 

What are Xfinity WiFi Hotspots and how do I connect?:

https://comca.st/3JM8gyo

@XfinityTyler​ , thanks for the reply.

First a little more info. As I mentioned above, I did call the support line and they eventually did some sort of diagnostics and some sort of reset (well maybe). I waited for the hour and got another text message saying "Our processes have completed and your Xfinity service should be restored. Please reply Y to confirm that your service is restored or N to connect with an agent when you are available for assistance. Txt Help or Stop."

I checked and nothing had changed. I restarted my phone, no change. I uninstalled the Hotspots app, then reinstalled it, logged in, no change.

So I responded with a "N" and all I got in response to that was "I'm sorry. I'm a bot and I'm still learning. Ask your questions then navigate by selecting the buttons presented." ... I figured there wasn't a reason to continue down that line at this time, so I'm back here to update things.

I did do a little more testing on things though too. Since the non-secure "xfinitywifi" hotspot indicated I haven't signed in, I clicked on it again and decided to see what would happen. It wanted me to go through a sign in, so I entered my account name and password, and finally was able to get the Authenticator app to work with the login (not always as easy as you think it should be to do between apps on the same device), and it connected. OK, now the NON-SECURE xfinitywifi works, but that's not the one I want to use anyway because it's "NON-SECURE".

The secure "XFINITY" hotspot still just shows "Incorrect password".

I have logged in successfully to all the Xfinity apps on my phone with my primary account and password, no issues there at all. That has always worked. So I am logged in to the Xfinity WiFi Hotspots app with my primary account and I've never had an issue with the password doing that. Never an incorrect or invalid password error in those apps. (I'm also logged in to the Stream app on my TV, and logged in to this forum in a browser on my PC with my primary account and password - all working just fine).

BUT, the Hotspots app continues to show that WiFi profile management has been disabled and NO profiles (of any kind) are installed.

It's my understanding that Xfinity Mobile automatically installs the secure profiles required for connecting to the "XFINITY" hotspot. And it's obviously not allowing me to do anything with WiFi profiles myself.

So I'm wondering if the "Incorrect password" error I'm getting for the "XFINITY" hotspot is due to no secure profile being loaded on my phone and it therefore tries a null password, which of course would be an invalid password.

And so far no one seems to have addressed the issue of us not seeing any WiFi profiles in the Hotspots app.

IF those profiles are required for the secure hotspot to be accessible at all, then it seems that would be a major reason why it isn't working for us. BUT since WE can not do anything with WiFi profiles in the Hotspots app, WE can't attempt to fix the problem from our side, at least at this time.

Any other suggestions?

I truly appreciate your feedback and will certainly be passing it along to my team. It does sound very strange that the secured connection won't connect due to the profile, but I am glad to hear that progress is being made where you can at least connect to the xfinitywifi. Though, I completely agree that having a secured connection, especially when in public with others connected, is definitely the way to go. I will work with my team to research this further and reply here when I have any updates to share.

Just to check a few other avenues, does it automatically try to sign you in when you select the secured hotspot? I ask because if it is trying to auto sign-in, possibly causing the password error, we can double check to see and turn it off to try again. Here is a great article to show how you can check if you are automatically connecting and signing in. Xfinity Hotspot Auto-Connecting

I appreciate the update. If the Xfinity Mobile device is the only one you are experiencing issues with, I would suggest reaching out to an Xfinity Mobile Expert for more detailed troubleshooting with the device. 

Due to account security, we are limited on access to your Xfinity Mobile Account here on Social Media and we do recommend reaching out to our experts to ensure your concern is resolved. You can reach them by texting or calling 1 (888) 936-4968. You can also chat with an expert here  https://comca.st/3O5kIM4

If you have any other residential issues, we are always here to help. 

Hello @erm54, thank you so much for reaching out to us and letting us know that you have also been impacted by this issue as well. Since you have reached out to us after speaking with several others trying to resolve this, we do ask please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems.