U

Visitor

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2 Messages

Wednesday, December 14th, 2022 2:06 PM

Mobile data not working on Android

Sometime earlier this month, mobile data just stopped working on our Android devices.  We have four phones on the plan, the iPhone still works, but all three Android phones can no longer connect to the internet unless we are connected to WiFi.

Talked to a rep last night that had me reset network settings, but all that did was forget all WiFi passwords.  Toggling airplane mode and rebooting have also been tried many times, but no success.

What can be done to get data working on our Android phones again?

XfinityGabby

Official Employee

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760 Messages

1 month ago

Hello @user_130b6a, we can certainly understand how frustrating it can be to not have internet access when outside of the home. Make sure that your mobile data is on. Have you confirmed that your phone is showing 4G LTE or 5G on the top of your screen? 

 

If so, our awesome team of Xfinity Mobile experts can help troubleshooting further and you can reach them through any of the following options:

 

• SMS Text Message: 1 (888) 936-4968
• Phone: 1 (888) 936-4968
Chat: xfinity.com/xfinityassistant/?channel=xMobile

Visitor

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2 Messages

@XfinityGabby​ Mobile data is on; airplane mode is off.  Phone has been power cycled a few times and network settings reset as well.  Top right of the screen does not indicate type of connection, it just shows signal strength (currently showing just one bar).

Seeing as how three separate Android devices, all different types, all on the same plan are having the same issue, it seems unlikely to be a device related issue.

However, the one iPhone we have on the plan is still working.

Official Employee

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851 Messages

Hi again! Just wanted to see if you were able to get a hold of someone in our Xfinity Mobile department to get help with your issue? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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XfinityGabby

Official Employee

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760 Messages

1 month ago

Darn, sorry to hear you're still having those issues. Please reach out Xfinity Mobile experts that can help troubleshoot further through the options provided above. We can follow up with you in a couple of days to see if you've been able to reach them and hopefully this issue is resolved. 

ReyF

Contributor

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20 Messages

1 month ago

Check the following

Settings>Cellular>Data Roaming "On"

Next to your signal strength and battery indicator it should say what Data connection you have (Must disable Wifi to confirm). It's either 4G/LTE or 5G depending on your device.

Hope this helps

Visitor

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2 Messages

19 days ago

I feel better already. It's not just me. Though I'm now upset with Xfinity. Where's the solution???

Visitor

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2 Messages

19 days ago

It doesn't appear that you got an answer. I have the same problem: Android mobile doesn't work while iphone on the same account works. With roaming on, I have 3-4 bars. With roaming off, There's a small x near the top of the tallest bar....my home requires mobile data to work for both android and iPhone.

XfinitySara

Official Employee

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438 Messages

@leonh2 - Thank you for bringing your shared concerns to the community for assistance. I'm sorry to read that a solution hasn't been posted yet, and I encourage you to reach directly out (by call or text) to our Xfinity Mobile Sales and Service team at 1-888-936-4968 for further assistance with your mobile device. You may also use our Secure Online Chat where an Xfinity Mobile expert is available 24/7! Please let us know if you have any other questions or concerns regarding your residential service(s) by creating a new public post, and we'll be here 24/7 to assist you however we can.

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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New Poster

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5 Messages

18 days ago

Same problem, mobile data on Android phone is not working (iPhone is ok). Power cycling, taking battery out, roaming on/off - nothing helped.

Sent text message to 1 (888) 936-4968 and reply is "can't connect you to an agent right now".

Noticed the problem mid-Dec but have been putting this off hoping somebody will post a solution and I can avoid dealing with customer service. 

Official Employee

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912 Messages

@Xfifi 

I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Please call or text 1 (888) 936-4968, or reached out to our secure online chat - https://www.xfinity.com/xfinityassistant/?channel=xMobile - where a Xfinity Mobile expert is available 24/7.

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

New Poster

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5 Messages

15 days ago

Same issue here on both my Samsung S9 phones. Spent almost 2 hours talking to 4 representatives yesterday but no one could fix or was aware of this issue.  I never got to a technical expert. Tried reset of APN, etc. Waiting for email back as someone is supposed to be working it and get back to me. They want me to get new Sim card if they can't figure it out in a few days. It is obvious to me something has changed on the xfinity side or the current APN does not work. Will post back when I get a resolution.

New Poster

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5 Messages

14 days ago

I got my mobile data to work! Somewhat. 

NOTE: Try at your own risk. The APN setting also reverts to the non-working name at some point while I'm using some apps(browsers, online ordering) so I need to change it back to the working APN.

Original, non-working APN setting:  COMCAST.RSLR.VZWENTP 

New, working APN setting:  vzwinternet   (info source: https://www.apnsettings.org/us/verizon-apn-settings-for-android/)

Official Employee

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758 Messages

@Xfifi

 

Thank you for updating us and the Xfinity community about a resolution! We will check in with you here in about a week to ensure that your mobile data is working as it should. If you need anything in the meantime, please reply to this comment. Our Digital Care Team, Xfinity Forums Experts, and Xfinity Community are here 24/7!

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick
XfinityEricB

Official Employee

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473 Messages

Hey @Xfifi! Have you run into any new issues with your mobile data since we last spoke?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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5 Messages

13 days ago

Did a little more research on the internet. Found another link similar to Xfifi that says to use "internet" as the APN. That did work. Interesting that the first time I restarted the phone the APN went back to original setting.  Second time I restarted after fixing APN again it stayed with the new name. I am unable to add a new access point (add button is greyed out). I can only edit the current APN. My hope is all this works correctly and Xfinity bills us the same as using the original APN. By the way I have not heard back from Comcast after 2 days. Shocking. My source was this Xfinity Mobile APN Settings for Android and iPhone 2023 - 3G 4G 5G LTE Internet Setting (apnarena.com)

dizzle53

Frequent Visitor

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9 Messages

3 days ago

I too appear to be having the same problem.  I think the problem started on Jan 21, this past Saturday.  We have 3 LG G8 ThinQ and one Samsung.  Lg's are from 2019 and have had mobile data access the whole time.  The Samsung was added last year.  It is working fine.  I was on the phone for an hour or so on Sat with cust service but nothing was fixed.  We went through all the basic troubleshooting that everyone else seemed to go through...airplane mode, restarting phone, data on and off, wifi on and off, network settings reset, etc.  In the end they thought there might've been a 4G outage that would've ended around Sat 6pm.  That time has past so obviously not fixed. 

The LG phones all show a grey "4G" box at the top and I think they are supposed to have up/down arrows underneath.  The samsung is a 5G phone that does not have 5G data.  All 4 phones share 4G data of 1gb/$12.

Because of this thread I checked the APNs.  The Samsung has the APN vzwinternet.  The three LG have the APN COMCAST.RSLR.VZWENTP.   I can't change any of the APN, as far as I can tell on the LG.  I check every setting and menu when I get a new phone (I mean literally go through every menu and setting methodically) and I have a vague recollection of seeing vzwinternet on the LG as the APN.  I even tried under the APN menu to do the "restore default settings" but that did nothing...it just said restore is complete or done.  The mobile network menu greys out if airplane mode is on or the sim card is pulled.  Neither forces the phones to connect to vzwinternet.

Could the APN have been changed with a software update?

Can cust service change the APN on their end or would this require a new sim card?  Can the APN be changed in the Xfinity store?  Would they even know what I'm talking about? 

I really don't want to have to explain this all again to another rep on the phone and mention the APN thing and have them not know what I'm talking about.  The rep I spoke with was very friendly and nice so no complaints there.

New Poster

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5 Messages

@dizzle53​ I don’t have an lg phone but a quick check of internet says under Mobile data that you can add an apn. Should just have to fill in the 2 fields per my link above. If that isn’t available I would to to service store and ask for new SIM card. Can’t hurt even if they technically don’t know what you are talking about. Hopefully new SIM card defaults to vzwinternet or internet for apn.

Official Employee

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486 Messages

@dizzle53 thank you so much for letting us know you are also running into issues with the mobile data on your devices. If you are still having issues and are not able to the issue resolved with our mobile team directly by 

SMS Text Message: 1 (888) 936-4968

Phone: 1 (888) 936-4968

Chat:  https://www.xfinity.com/xfinityassistant/?channel=xMobile

Please let us know! 

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
dizzle53

Frequent Visitor

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9 Messages

I'm pretty certain the LG doesn't let me change or add an APN.  So its whether the APN can be changed by XM on their end?  Are they going to know what I'm referring to?

Can I hot swap the sim card from the Samsung into the LG temporarily to verify vzwinternet does work on the LG. Would I need to do any prep work before hand?  Is it going to screw up anything with the phone numbers? All the phones are paid off.  Will the imei numbers get screwed up?

XfinityAmir

Official Employee

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7.1K Messages

This is a great question for our Xfinity Mobile experts please reach out to them and I am sure they will be able to answer this questions for 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
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