RickCunn's profile

Contributor

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43 Messages

Sat, Apr 30, 2022 5:38 PM

Xfinity WiFi fails every time

I connect to either xfinitywifi or XFINITY (and log in using xfinity login credentials) on iPhone or iPad. I am notified by the OS it is an untrustworthy certificate. I trust it and connect. Within a few seconds I get the orange notification that there is no internet connectivity. However I am still connected to the hot spot. I launch a browser (Safari or Fire Fox). The only webpage I can log in to is www.xfinity.com. There I can see email, my bill, stream, do everything I can normally do on the xfinity site. However I can not leave the xfinity site. Opening any other webpage (e.g. google) and I get the message can not connect to the server. BTW, I went to the local xfinity store. Two techs there went over everything and got the same result. I was told I am doing everything correctly. Still no internet. Any ideas?  

XfinityRaul

Official Employee

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688 Messages

3 m ago

Thank you for doing everything on your end to help find a solution to this connectivity problem. I also appreciate you going to the store, @RickCunn.

 

I understand these techs have already confirmed you're following the correct steps, but can you please follow the instructions provided in this link to make sure nothing is missed https://comca.st/3LA1sVl?

RickCunn

Contributor

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43 Messages

@XfinityRaul​ Thanks for the link. The information there did not fix the problem. I can't accept the your answer until the problem is solved.

XfinityRay

Official Employee

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731 Messages

We appreciate that you tried the steps at the link, @RickCunn. We want to get to the bottom of this for you. Are you able to connect to Xfinity WiFi Hotspots at any other location with a good connection or do they all do the same thing when you try to connect (no internet or slow)? 

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
RickCunn

Contributor

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43 Messages

The problem isn't slow internet, the problem is no internet. I'e tried a variety of locations around the area, including the hot spot at the xfinity store when I was there yesterday. Same problem everywhere: iPhone (or iPad) connects to hot spot but no login pops up and when I type a url in a browser I don't get the log in. BTW, I've tried Safari, Fire Fox and Chrome. Same problem when using any of the browsers.

I did discover something interesting. While connected to my home WiFi I opened a google page in Safari on my phone and logged in to my gmail account. I then logged out of google. The google page was cached on the phone Safari. I then went to settings on the phone and switched to a nearby xfinitywifi hot spot. The phone connected, and within a few seconds I got the orange "no internet". I then went back to google in Safari and presto! I could log in. But I could not go to any other url (e.g. yahoo, wikipedia, ESPN, etc). I think that is why I was able to log in to my xfinity account on my iPad this morning: I'd been there already when connected on the home WiFi and so the xfinity webpage stuff was already cached. 

Does this help with the mystery?

XfinityRay

Official Employee

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731 Messages

Yes, this does further help with the mystery. Those are great troubleshooting steps that you have done already. You have checked all of the steps you can take off the list. Let us take a look at your account. We may need to open a ticket for this. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here are 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
RickCunn

Contributor

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43 Messages

I think I may have solved the mystery. Under Safari settings the toggle to prevent site cross tracking was toggled on (green). I toggled it off and cleared the browser cache. Once I did that the problem seems to have resolved itself. I could connect to xfinitywifi and browse. I’ll test a little more and report back what I find.  

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