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!

Responses

rightfooted

Expert

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1.4K Messages

3 years ago

Could Android 11 have something anything to do with the problem? I bought my phone in September 2020. I was updated to Android 11 not long after. I can't remember if I had the opportunity to connect to the secure XFINITY before receiving the update.

https://www.xda-developers.com/android-11-break-enterprise-wifi-connection/

erm54

Contributor

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87 Messages

@rightfooted Not sure if it is related or not. The new Samsung S22 Ultra I just received March 1st has Android 12 on it, so all security updates are also installed there. All I know is, it doesn't work and so far no one at Xfinity Mobile has had any suggestion of any kind that has worked. All their suggestions have implied it's a user and/or phone issue and so they have only suggested doing uninstalls/reinstalls, logging out/logging in, resetting, etc.. AND after spending many hours doing those, NONE of those attempts have had any impact at all.

And as far as I know, no one at Xfinity Mobile has opened a ticket for this issue to be reviewed, which also implies they feel it's only a user and/or phone issue.

But regardless of what they think, if ALL of their suggestions on what "might" fix the issue have failed, someone else needs to be involved to solve it. As of now I am assuming the claim of secure WiFi connections via all the Xfinity Hotspots in the country are no longer available to certain users.

3 years ago

XfinityAldrik

Official Employee

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2.1K Messages

@erm54, thank you for reaching back out to us. Could you please send our team a direct message with your full name and full address? We truly want to take a further look at these mobile issues you have been encountering.

To send a "Direct Messaging" message to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

erm54

Contributor

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87 Messages

@XfinityAldrik sorry for the delay. I've been busy lately and also have not gotten any notifications sent there was a reply. I will try to complete what you suggest today.

Edit: I waited an hour after sending a DM and had no response back yet, so I will check back later.

(edited)

3 years ago

requa

Contributor

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143 Messages

3 years ago

I'm not sure if my issue is the same as others are reporting. I have a Samsung Galaxy S22 from Xfinity. I do not have the Xfinity WiFi Setting app. I do have the Xfinity WiFi Hotspots app and am getting the error message indicating "WIFI profile management has been disabled." I do appear to be able to connect to both Xfinitywifi and Xfinity networks. The odd thing to me is I do not have any option under Settings/Connections/Wi-Fi/Advanced to control whether the device automatically connects to Xfinity networks. Does that setting still exist or not? At the end of the day, my real goal is to have my phone connect to my secured home network when it is available rather than one of the Xfinity networks. I've even tried disabing those networks in my gateway, but they either are not disabling or I am still picking up a neighbor's network. Is there still a way to control the auto connection and/or to establish priority connections for preferred networks?

Thanks,

Dan

user_c24ba3

Visitor

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1 Message

3 years ago

I have the same issue with no assistant. I ported from Verizon

erm54

Contributor

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87 Messages

@requa It appears you are having a completely different issue than what this thread is about. Your issue should be in a post of it's own. This post is only about NOT being able to connect to the secure XFINITY WiFi hotspots, not your home WiFi.

@user_c24ba3 I'm not sure which issue you are referring too, but if it is related to the issue requa has, that should also be in that separate post. If it is about not being able to connect to the secure XFINITY WiFi hotspot, stay tuned.

It's always best to keep a post only about a 1 specific Issue. Multiple issues being discussed within 1 post only confuses everyone.

Thanks

As for me, I have not resolved the failure to connect to the secure XFINITY hotspot issue yet. I have a ticket open with for the Security Assurance Team and am waiting for a call-back from them. I will update here as soon as that occurs.

3 years ago

erm54

Contributor

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87 Messages

3 years ago

Just an update:

I have decided this "feature" of using the Xfinity hotspots, specifically the XFINITY secure hotspot, doesn't work on all phones sold thru Xfinity Mobile for one reason or another. I have tried everything suggested (sometimes multiple times) in the forum and thru chats and phone calls to Xfinity Mobile tech support - NOTHING suggested has had any impact on this issue.

I understand that in the forums, and sometimes in the chat sessions, it may not be possible to find someone who can help with specific issues. But when you call Xfinity Mobile tech support and they are of no help either, then it gets to the point where you're just wasting time. So I have decided to stop trying to make this work. I've put more time into trying to resolve the issue than I might ever use a secure hotspot in a year.

There are several major questions that no one has ever addressed, not even the Xfinity Mobile tech support:

1- Why does the Xfinity Hotspots app indicate that "WiFi Profile Management has been disabled"?

2- Why are there no secure Xfinity WiFi profiles installed on the device?

3- Does the XFINITY secure hotspot require a secure Xfinity WiFi profile be installed before you can connect to it?

4- Why the XFINITY secure hotspot indicate an "incorrect password" being entered when we haven't entered any username or password?

Each of these raise additional questions depending on the answers.

So far the Xfinity Mobile tech support people (that I have spoken with) just assume you're not logging into the app correctly, the app (or apps) need to be uninstalled and reinstalled, WiFi on the mobile device needs to be reset, and so on. NONE of the people I have spoken with have looked at the accounts on their side and determined if anything is set incorrectly, or outdated, relating to my account. Things that I have NO ability to look at or change. And NONE have answered any of the above questions even though I have asked them multiple times.

Thus, my decision to stop wasting time and just assume it doesn't work.

rightfooted

Expert

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1.4K Messages

@erm54

I ended up switching to a new phone, which solved the problem. Even though the hotspots app isn't necessary, I temporarily installed it just to see if anything was different. It still said "WiFi Profile Management has been disabled." My guess is that a pre-installed secure profile can't be messed with, unlike a secure profile installed by a user with the hotspots app.

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? Please mark an Accepted Answer! tick

3 years ago

Plan

Filarabit

wifi profile mangement has been disabled

rightfooted

erm54

XfinityAldrik

erm54

requa

user_c24ba3

erm54

erm54

rightfooted

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