Internet connection for Xfinity wifi hotspot

@user_fb65c0​ no one seems to be able to help. Amazon blames Xfinity and Xfinity blames Amazon 

I have 4 firesticks and none of them connects anymore with the hot spot. Only error on the log in page (Webpage can't be found) I even bought a new one and same thing. 

Hello there @user_4110e2!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and want to make sure this is resolved for you. Can you tell me if you have any other devices that are unable to connect to the Wi-Fi Network?  Also is this your at home Wi-Fi network or a hotspot?

@XfinityArmand​ I have done both, I have the same issue as the OP.  I have connected both my phone hotspot and connected my home wifi first and then tried to connect to xfinitywifi, both time with the same error messages.

We would need to know the exact spot to look to see if the hot spot is active. Please send us a private message so we can assist. 

Hello @user_7f9f5d, thank you for letting us know. I am sorry to read you are having trouble connecting to the hotspot, I know how nice they can be with you need them most. Please, use the steps listed here for each OS, to connect. 

Hello and thanks for taking the time to reach out and let us know you're also having similar issues. I apologize for the problems you have been experiencing with your service and for any frustration, we have caused you when trying to get support with this. My team would be more than happy to help. 

To confirm, are you only having an issue with connecting a Firestick to the internet or multiple devices? Also, is this occurring with your at-home Wi-Fi network or a hotspot?

this is happening to me at a hotspot location as well. I've talked to amazon about it for hours on end. they sent out a new one  i even bought a new one, its not working. in fact even when I try to login to the address on the error page I cannot do it from my laptop either. all of my other devices are connecting (firestick tv lite, laptop, iphone, android, tablets etc.). i dont even have the opportunity to input my login information.

Thank you for providing us with those details, @user_a93e88. What model are you having this issue with when trying to connect to the hotspot and have you been able to connect it previously? Do you recall if that specific device had an update recently that may have caused this issue? Have you been able to check other hotspots to see if they are able to connect to your device? 

@user_396f14​ I haven't heard anything yet. I am so upset with them both. 

I know how important it is to have the hotspot back up available as I recently was having some network issues myself. What kind of device are you attempting to connect to the hotspot with? Are you attempting to connect to the "xfinitywifi" hotspot? 

Yes, Says right in my report that I'm trying to connect to a "xfinitywifi" hotspot connection.

Here are some steps to connect to xfinitywifi using the Kindle Fire mobile device.

1. Make sure WiFi is turned on: bring up the Settings menu by tapping the Settings icon  at the top right corner of the screen in the notification bar. Tap on the WiFi icon in the Settings menu that appears.
2. Tap the Wireless Networking toggle switch to turn on WiFi
3. Touch the WiFi icon to search for nearby wireless networks
4. Touch xfinitywifi to connect
5. Once connected to the xfinitywifi network, simply launch the device's Web browser, which will open to the Xfinity WiFi login page. The customer must enter their Xfinity ID and password and then click Sign In.
   
   • After successfully entering login credentials, customers will be directed to the https://comca.st/3zjlTmd home page. From there you can browse the Internet.

If this is not working for you, what is the username that is being logged into? 

As others have posted.  This has nothing to do with a Kindle Fire Mobile device.  Its for an Amazon Firestick.  How about a fix for that.  I know how it works since I've been doing it for 3 or 4 years now.  It just recently stopped working.  Its an issue with Xfinity or Amazon.  Someone needs to figure it out!

@user_4c11a3​ we all would like to know. I had a similar issue with one of my computers. All I did to fix that was delete cashe and cookies and it worked fine. I didn't see any way to do the same with the firestick. 

I wish we could be of more help, and this is the best information I have. We can only see issues on your WiFi side as that is our service. If nothing in the home was connecting to it, we can certainly troubleshoot the problem for you.The Fire stick problem is a device issue outside of our control to see and fix any issues. I don't want to sound like we are just simply ignoring the problem, it is just that we can't do much about an issue with a device we can't fully diagnose. If other devices are able to connect to the "xfinitywifi" hotspot without issue, you may want to contact Amazon directly for troubleshooting the device that is unable to connect. There support for their device is the best place to receive the help you need. 

Thx for the response. 

The error message I get from the firestick is an xfinitywifi message see below. Can xfinity explain why we get this so we can take back to Amazon. Btw I took the url up to the welcome tried on my iPad which also got an error. Also, I have read on other sites that people with roku and other devices started to see this issue about 2 months ago.  All with xfinitywifi.  Look I get it if xfinity is trying to stop people from sharing accounts, but there was a change made it is impacting users like me who were using our firestick connecting to xfinitywifi when we have local outages or in my case sitting in my backyard for movie night connecting to xfinitywifi because I get better signal then inside house.  Finally if I can connect with my 4 firesticks to my home wifi, which is xfinity, then there is no issue with the firesticks.  Something changed on how the xfinitywifi hotspots handle the signin.  But if xfinity is blocking on purpose, please just let us know so we can move on.  Thx 

Thank you for checking and clarifying more. That makes sense and is a smart way of using it! Back yard movie nights sound awesome! Xfinity isn't blocking the device from using the hotspot but there may be something else going on. From that error, it looks like it is having trouble routing to the sign in page. As a temporary workaround, do you by chance have a windows laptop? If so, you can connect to the hotspot and share your internet connection to the Firestick. So I can take a deeper look into the issue, can you send us a direct message?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 which appears. The "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

Nic thanks for feedback. Will not be able to do more testing until about 730pm est.  couple of questions

1 . Don’t have a windows machine can I do test with mac

2 . When I signin to direct message with you how do I link this discussion back to that so I can make sure you know it’s me and we don’t have to start the conversation over.
3. if we have work real-time on issue what tz do you work in. 

thx 

Hello, @user_4c11a3. When you send a direct message it is linked to this post, so any of our team members will have access to the conversation, so you will not have to repeat yourself. Our team is available 24/7 to assist you.

@user_bc758f​   Great feedback

ok Xfinity ball is in your court. Either fix the issue or just tell us you don’t support these different products. 

let’s turn the page one way or another

thx all. 

@user_4c11a3. We have been responding to you in direct message after your first direct message us. If you closed the window you would not have seen any of our messages. We can't guarantee performance or usage/login of non mobile devices on hotspots. Consoles, streaming devices, etc . I would be happy to look into ways we can improve your signal in the backyard for your home network. 

Lol not sure if you are referring to the real time chat that I tried and got a bot response.  That is the only response in last 2 days. That being said this is the first time someone from xfinity support has said hotspots only supports mobile devices.  So my firesticks are not mobile. You should update xfinity sites to state that would have save some of us months, my case 3 weeks trying to get an answer.  

Appreciate feedback. Off to buy a new 5g device. 

thx

@rcohen1022​ Neither of my old or new sticks work anymore.  No help from Amazon or Xfinity with any of these issues.  Think its a definite Xfinity issue.

I can absolutely understand the aggravations you must be having, @user_2a1876. How far away is the firestick from the modem? How many wireless devices are utilizng your in home network at one time?

So I can take a look at some potential issues maybe within the area, will you please send our team a direct message with your full name and full address?
~~~~
To send a "Peer to peer" message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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