mmessing's profile

New Poster

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2 Messages

Fri, Nov 1, 2019 1:00 PM

New iPhone 11 can’t get Xfinitywifi hotspots to work

I'm at my wits end with my issue connecting to xfinitywifi hotspots. I upgraded from an iPhone 8 to an 11 three weeks ago and haven't been able to use any xfinitywifi hotspots since. I've spent at least six hours talking with Comcast support, gone to an xFinity store and talking with an Apple Genius and nothing had changed. 

Here's what happens. My iPhone shows it's connected and has a strong signal but I can't use the Internet.  I've clicked Forget This Network, downloaded and set up the hotspots app, installed an xFinity secure profile, Reset Network Settings on the phone, reset the phone, reset the phone and started new rather than setting up from my backup and none of that worked. I even went to manage Xfinity WiFi Hotspot Connected Devices and removed my phone from there but the login page doesn't come up when I try to connect to the hotspot. 

My iPhone connects perfectly to my home WiFi and every other public WiFi but xFinity WiFi hotspots. I've tried with multiple devices, including my wife's iPhone 11 and my old iPhone 5s, and they connect perfectly. I'm convinced it's something in the Xfinity system but I can't get to anyone that can really do something about it. The Xfinity WiFi hotspots think I'm logged in but I'm not really. Anyone have any suggestion or know how to get a real Comcast tech on the phone (rather than a call center support person)?

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Responses

BadR7

Regular Contributor

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134 Messages

2 y ago

Maybe this Link will help

EG

Expert

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86.7K Messages

2 y ago

Check your link.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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2 Messages

2 y ago

The link doesn't work.

Regular Visitor

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1 Message

2 y ago

I am having the exact same problem☹️

New Poster

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1 Message

2 y ago

New Poster

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5 Messages

1 y ago

What worked for you? All it is is the same list of typical issues. It doesn't address our issue at all. 

New Poster

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5 Messages

1 y ago

Same issue. Makes being with xfinity pointless. It's clearly an iOS issue, as usual. I connect fine with my computer. A screen appears and asks me to choose from a list. I click Xfinity and I'm good to go. iPhone 11 won't bring the screen up, so it can't connect automatically. Apple will blame Xfinity and Xfinity will blame Apple and in the meantime dozens upon dozens of peole won't be able to connect to hotspots. Way to go, Apple and Xfinity. 

Official Employee

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2.7K Messages

1 y ago

Hello everyone!
I see it has been some time since there was activity on this thread and I wanted to check in quickly to see anyone was still in need of a hand with connecting to the xfinitywifi hotspots?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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1 Message

1 y ago

I still have this problem ... spent quite sometime with customer support but no luck... please do post any update u may have

Official Employee

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280 Messages

1 y ago

Hello everyone,


I wanted to share info and troubleshooting steps related to this topic that I posted on another thread;


Make sure your iPhone is on the latest version of the iOS which is 13.4.1. Also, Please remove your Xfinity Wifi profile from your device. The profile itself is what creates the authentication. Please go in to;


Settings>General>Profile>then remove your Xfinity Profile.


After that, un-install the Xfinity Wifi Hotspot app. When you download the app again and sign in, that will prompt the app to re-create a profile for your device. Also, I re-posted the link that TA781 posted above as it outlines additional steps for troubleshooting;


https://www.xfinity.com/support/articles/download-xfinity-wifi-app-prioritize-home-network


Let me know if this helps correct the issue.


Chris

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

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1 Message

1 y ago

Having the same issue. My iPad worked fine if XFINITY for about two months then all of a sudden I can’t even log in. It keeps saying incorrect password even though I’ve change the password several times. I’ve done every trouble shooting step the original author did plus more nothing seems to help. What really makes me mad my original iPad three with the old Xfinitywifi app works amazingly well. The old network setups actually work. I’ve spent at least 15 hours trying to fix this my background is in computer networking and this is not an advantage. I honestly believe Comcast does this on purpose. This isn’t a bug as neither my iPad or router have had software updates in the pass two months

New Poster

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4 Messages

1 y ago

It’s a problem with iOS 13 and up. My iPhone 11 Pro Max works fine because I don’t do the intermittent updates only the singular ones like 13, 14 etc. I went in a limb because I was bored and updated my older iPhone (8 plus) to 13.4.1 and it won’t connect to xfinity hot spots of any kind or my personal hotspot on my new iPhone. However it does work with my home network or work networks just fine. I also spent hours on the phone with Xfinity and gave up. There is a lot of reports of people having the same issue. It’s apples problem.

New Poster

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1 Message

1 y ago

I have an iPhone 8 Plus with 13.4.1 and hotspots work fine but have 2 iPads that will not connect. My iPad mini worked fine until I updated to iOS 13 last fall.

New Poster

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2 Messages

1 y ago

Any luck I’m having that problem

New Poster

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2 Messages

1 y ago

Any luck with it I’m having that problem right now

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