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Visitor

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2 Messages

Friday, September 3rd, 2021 6:49 PM

Closed

wifi profile mangement has been disabled

I have spent HOURS on the phone with tech support and they haven't been able to find an answer to this issue.  My wife and I both switched over to Xfinity Wireless yesterday, both of us bought new phones in the process.  I have a S21 Ultra 5g & she has a regular s21 5g.  Neither phone can connect to the XFINITY hot spots.  They both get the problem above:  "WIFI profile management has been disabled"  if I try to connect to the XFINITY wifi on the new phone it will just directly try to log in, and will eventually time out. I cannot remove it from the known networks, as it doesn't show up there. I have tried resetting to factory settings, I have tried forgetting all networks I have tried reinstalling everything on the phone including the wifi app.  I can still connect to the XFINITY app on my other devices including my old phone which shows security certificates in the app.  What is going on here?  lots of people seem to have this issue but it seems like Xfinity has "never" heard of it!  

Contributor

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100 Messages

3 years ago

So far Xfinity support on this matter has been dead links and links to a page that tells us to uninstall the non-working program and reinstall the same non-working program.

Not matter how many times I uninstall and reinstall it gives me the exact same message.

 

Problem Solver

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577 Messages

@Bellingham-Bob Hello and thank you for reaching out. I am so sorry to hear that you are also experiencing this same issue when trying to connect to the internet via your Xfinity Mobile cellular devices. We appreciate you reaching out and giving us the opportunity to help. Please make sure you have tried the troubleshooting steps mentioned above, as some have worked for some users, and if you are still experiencing issues, please reach out to our Xfinity Mobile support team directly using one of the methods here https://xfin.tv/3u0mpmm. Our Xfinity Mobile support team is more than happy to help in getting this resolved once and for all!

I no longer work for Comcast. 

Contributor

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68 Messages

Nope, as we have mentioned several times by now, reaching out to the support team does nothing to help. This is a widespread, systematic issue that appears to be down for the entire Xfinity Mobile userbase, but likely many/most have not noticed. 

Nobody should be wasting time chatting or calling the support team at this point. It is a problem on your end. 

Visitor

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1 Message

3 years ago

I have had the s21 ultra since it 1st came out. And I to have continually had this same problem. I have searched all over Google for a fix. Tried the support and when in a Comcast store I mentioned it to a rep. There I looked at me like I was crazy. Enough with the spin moves and games Xfinity let get this fixed!

Expert

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1.4K Messages

3 years ago

I called the 888 number today again to try to get help. The rep suggested a network reset, but I've already tried that and it didn't work. He then suggested removing and reinserting the SIM card. I'm going to try that, but I might as well wait until the next time I'm at a location with an XFINITY hotspot. That could be a week or more. If anyone gets a chance to try that before I do, please let us know if it worked or not. Just put my eject tool in my purse so I'm prepared.

2-26-22 edit - I also asked the rep is he's heard of others with the same problem, and he had not.

(edited)

New Poster

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2 Messages

3 years ago

I, too, am having the same problem with the pre-installed XFINITY network profile on my new from Xfinity Mobile Galaxy S22. It's seems as though the security profile they preinstall on these when you activate the phone is misconfigured and they botched something with the Hotspots app...or maybe the bad profile changes something that blocks out the Hotspots app from installing a new profile...

I can't find the typical list of network profiles like I used to have access to on my Pixel...anyone know where to find them on Samsung's bastardization of Android?

I'd like to try deleting the Xfinity mobile wifi profiles to see if that solves the problem. 

(edited)

Official Employee

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2.3K Messages

@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!

 

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

Contributor

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100 Messages

3 years ago

So far Comcast's response on this issue has been less than adequate. The Xfinity WiFi Hotspots app is broken and needs to be fixed!

All this other B.S. they recommend (reinstall the app, update your phone, etc.) is nothing more than a concerted effort to deflect blame for their failure onto the customer!

(edited)

Expert

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1.4K Messages

3 years ago

Today I tried removing the SIM card as previously suggested by one of the 888 number reps. I was in a restaurant today that has both hotspots. I turned off my phone, removed the SIM card, waited a bit and put it back on. Turned on the phone, and it still only connects to xfinitywifi, but not to XFINITY. 😩

Contributor

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87 Messages

3 years ago

I have had the exact same problem with my new Galaxy S22 Ultra from the very beginning of using it starting 3/1/2022.

Can't connect to any secure XFINITY WiFi hotpots. I have tried ALL that is suggested and nothing has worked.

And because I also get the WiFi Manage Profile error I can't do anything.

Hotspots app version is 8.2.0(926)
This was never a problem on my almost 5 year old s8+ phone.
Will wait to see if anything new gets posted on this issue.

Expert

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1.4K Messages

3 years ago

@erm54

 

I have a 2020 moto g power, and also bought it from Xfinity. According to

https://www.xfinity.com/support/articles/secure-vs-open-xfinity-wifi

and

https://www.xfinity.com/support/articles/about-xfinity-wifi-internet ,

"The secure profile is already available on all Xfinity Mobile devices. Customers don’t need to download the Hotspots app to connect to the XFINITY network."

If we already have the secure profile, why don't our phones connect to the XFINITY hotspots? So far no answers from any of the available sources.

(edited)

Expert

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1.4K Messages

3 years ago

I went to a second Xfinity store today. No luck there either. I was told it might have a bad radio, whatever that is.

Contributor

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100 Messages

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.

(edited)

Contributor

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87 Messages

3 years ago

I still get the same error/message about secure WiFi profiles and can not connect to any Xfinity Hotspot.

I was at a car dealership today and they had an Xfinity gateway, I could see the "xfinitywifi" but could not connect to it. I did not see the secure "XFINITY" WiFi name, but assume the name may not be broadcast.

I was already logged into Hotspots, but when I tried to select the non-secure xfinitywifi it wanted me to login to Hotspots...? Not sure what was going on. I could open Hotspots and it said I was logged in, it showed my location, etc., but my phone would not even connect to xfinitywifi.

 

Expert

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1.4K Messages

3 years ago

This screenshot is from the Hotspots app on my phone. If this is accurate, there are no profiles on my phone, which makes me wonder if that's why it won't connect to the secure XFINITY hotspots. Phones purchases from Xfinity should already have a secure profile installed, and we can't install it ourselves. Could the missing profile be the one thing those of us unable to connect have in common? We all have phones from different manufacturers.

Edit/update: I just checked my husband's phone with the Hotspots app. It also shows no profiles installed, but his phone is able to connect to the secure XFINITY hotspots. Evidently we can't confirm whether or not we have the profile using the Hotspots app. But I still think there has to be something we have in common.

(edited)

Contributor

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87 Messages

3 years ago

@rightfooted , I get that too, but after getting the message that they are disabled and clicking OK. I may try going by the local Comcast store, but not sure it will be any more helpful than what others have reported.

Problem Solver

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513 Messages

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. 

I no longer work for Comcast.

Contributor

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87 Messages

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.

(edited)

Problem Solver

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409 Messages

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!

I no longer work for Comcast.

Expert

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1.4K Messages

3 years ago

I have also noticed I'm unable to open the screen in the XFINITY wifi settings for my username and password. Back in 2019 I had an LG X Power, and lost my ability to connect to XFINITY hotspots. I went to a store and they showed me where to enter my username and password. In January 2020, I shared that information with a customer in another post at https://forums.xfinity.com/conversations/xfinity-mobile/connecting-to-xfinity-secure-hotspot/602dadd3c5375f08cdd4a8e2 .

In September 2020 I bought the moto g power, which is unable to connect to XFINITY hotspots. My husband is using my old LG, and it connects fine. Unlike the LG X Power, my moto won't let me open a screen to enter a username and password. This is what I get.

Contributor

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87 Messages

3 years ago

@XfinityTyler Hi, still exactly the same issues for me as of 4/11 4:30pm PST.

I can connect to the "xfinitywifi" non-secure hotspot, but not the secure "XFINITY" hotspot.

I still get the "Incorrect password" error or "Connection failed" error depending on whether I have Hotspots 2.0 option on or off.

And there are still no WiFi profiles installed in the Hotspots 2.0 app.

Official Employee

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330 Messages

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. 

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

Contributor

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87 Messages

3 years ago

Thanks @XfinityJessicaA , I did try call the support number again but after 2 hours of talking to 2 different people, nothing more was resolved and the issues was still exactly the same. I may try a chat next, but unless someone can tell us why the secure profiles are missing (which only Xfinity Mobile can install?) and fix that issue, I'm not sure it will help.

The secure "XFINITY" hotspot fails to connect and just presents an error of "Incorrect password" - BUT we are never entering a password and can not enter any password. My assumption is that would be a function of the secure profiles, but they are not there. And to date, all the resets, uninstalls, reinstalls, logouts, logins (to Xfinity apps on the phone), etc., have failed to change anything about this issue.

Official Employee

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292 Messages

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.

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
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