Android phone won't connect to xfinity wifi

@flatlander3​ Thanks, I tried and phone still won't connect.

There was some weird glitchy stuff with Android going on a while ago you could try.  Airplane mode.  Turning on, forgetting the network, then turning Airplane mode off, then trying to connect worked for some.  Just a phone reboot fixed it for other folks.  Disabling bluetooth might help -- that was a driver issue for a while, maybe it's back.

There's a bunch of other stuff you can try if you search for 'android not connecting to wifi'.  Samsung phone has a cache wipe option for example.  Sorry, I'm a bit stumped if forgetting the network didn't fix it.  I'd try a phone reboot and the airplane mode trick first.

Thanks, still won't work.  I've tried searching and will again before I contact Comcast.

Only other thing I can think of is perhaps your phone doesn't like the new radios in your Xfinity gear.  When you reset it, perhaps it defaulted back to 802.11ax/wifi-6 --- if that's what your gateway is.   It's a combined signal instead of 5G and 2.5G split radio signals.  Some things and older gear don't play nice with that.

Seems odd if it worked before a phone update, and now they do not though.....so that might be it at all.  If it's one of their xFi gateways, here is how you would split the signals out:

https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi 

Xfinity might have a better answer.  Added!!  Hey wait!!  They sell phones!!  If that update blew up your phone, I bet a bunch of folks on the mobile forum hit it too!!  No such thing as a one-off with millions in the field.

Try it there!

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I can definitely understand the frustration if the phone won't connect to your Wi-Fi. Are you using an Xfinity modem? If so have you already checked the xFi app to make sure that the phone isn't paused from accessing the Wi-Fi? I did that to myself once when I got a new phone and forgot to label it, I thought it was a device I didn't have. Took me a minute to figure that out and once I unpaused the phone everything worked great! 

@xfin_Syme​ @xfin_Syme​ I was on private chat and tech support for over two hours and finally told the rep that I was so tired of dealing with it and that I was hanging up and would try again in a couple of days.  He then escalated me to an actual tech person and lo and  behold, the phone  connected so I laughed and told him his mere presence fixed it!  Well, within the hour it stopped connecting to wifi.  I waited several days and initiated a private chat to which they replied they had absolutely no help and couldn't access the mobile side of xfinity.  I refused to go through all the automated prompts and reps who can't help and started a letter to ceo and vp of customer service (if you want info, reply and I will go and get it off desktop - I`m on tablet). Well, xfinity offered deals on new phones to existing customers so I ordered new phones because it is less hassle and frustration!  BTW the vp actually had someone solve our internet problem of "dropping packages" - I live in a rural area. 

So, if I understand correctly, they fixed the problem by getting you to buy a new phone? I was thinking of getting a new phone myself, but I don't use xfinity for my cell phone, so they wouldn't get anything out of it. My concern is that the new phone would have the same problem (why wouldn't it?).

@xfin_Syme​ My husband and I both have lg phones that are older than four years.  His phone connects to wifi, but, of course, mine still does not.  We had a deal with xfinity in which we only paid two dollars for each phone.  I have been searching for deals (I have never and will never pay full price for cell phones) and received an email offering the new samsung phones at a discounted price - two birds, one stone.  BTW, xfinity mobile is very reasonable because of all their hotspots, plus our truck is its own hotspot through AT&T.  Good luck!

Sorry to keep bothering you, but I have one more question. Did wifi technology suddenly change, so that phones older than four years no longer work? I'm just trying to understand. My primary phone is probably four to five years old and does not connect. The other phone that is having problems is much older, and I use it as a wifi only device, for things like alarm clocks, music streaming and some academic things (a dictionary and translation tool... both of which I can't use now since I did a factory reset and still have no wifi connection).

Say I break down and buy a new phone, as you have done. If it's an old model, will it also not work? It seems like no one really knows what the problem actually is.

I found the same complaint about android phones and xfinity wifi in an android forum, and no one had an answer there either.

@user_Syme​ You are no bother!  I bought our phones Sept. 2017, so not quite five years old.  According to the phone, wifi was last connected Jan. 28.  I know we had an update downloaded at about same time because wifi tv in bedroom stopped working while downloading.   It makes things more bizarre that my husband's phone,  exactly the same, has wifi after renaming network, but doesn't say it's connected.

I'm sorry that after finally being connected to a tech I didn't pursue it. 

BTW my 2016 tablet connects with no problem, but have to sign into account multiple times some days. Makes me think something going on with xfinity - maybe all the bandwidth being devoted to Olympics? 

@NoNoBadPuppy​ I tried that before, and just tried it again. Still can't see my own network (but I see plenty of others).

@TerriB We'd be happy to help with any additional troubleshooting pertaining to the connectivity troubles you're experiencing at home. May I ask to begin, have you by chance recently changed your network name and/or password, or perhaps 'forgotten' and re-added your home network to the two cell phones in question?
And also, are these mobile phones through our very own Xfinity Mobile, or another carrier? 

@XfinityChelseaA​  Thanks so much for reaching out. NOTHING has changed on either of our phones or the modem or the connectivity. Yes they are Xfinity phones and we have had Xfinity mobile since it was introduced. 4 yr old phones should NOT have to be replaced just to connect to the network. Every possible step has been taken to make them work except to return the phones to factory settings and that is not going to happen for obvious reasons. My appt is at 11 at the Xfinity store.

Just the facts that the phone connects at the doc's office, my  tablet always connects and so does the phone of a friend make this

most disconcerting.

I've been having this exact problem since May 5th with my phone (LG K2O V). Woke up one morning and it was completely disconnected from our Wi-Fi--but every other device works. My carrier at the moment is Verizon, and I thought this was a problem on their end. Their tech service was as baffled as I am. Then I found out I can't connect to any password-protected service, but I can connect to public Wi-Fi. I'm perfectly happy with my current phone and don't want to get a new one. If this turns out to be an Xfinity-only problem, I'll probably just switch to a different provider.

@NoNoBadPuppy​  We did all those things and more. I just didn't list all the steps we took. No stone was left unturned but nothing worked. The fact that the tablet and other people's phone connect just fine is what worries us the most. Can't wait to hear what they have to say at the store today. I am usually calm when dealing with folks that try to help me but if they tell me the ONLY thing I can do is buy new phones.......GRRRR

@NoNoBadPuppy​ Thats a great article and we have done everything they suggested and more than once over the course of a few days . Did it ourselves and also with the Xfinity mobile  tech on the phone.

@WindsurfMaui​ Very interesting!  We have  the Xfinity XB7  advanced gateway and its always worked perfectly.  We have one SSDI and one password. I just got back from the Xfinity store and they are as confused as we are. OF COURSE the phone connected for them as I knew it would. Checked the phone settings and everything looks good.  Did not tell me  I need to get new phone or even to  change out the modem since the tablet and other people's phones work fine on my home WIFI. Did suggest that I have a tech come out and to report the issue as an internet problem and then tell them whats happening once they get here and let them swap out the modem if they want to.  Have to think about it because we really don't need to connect to WIFI with phone very often except when I need to get to the app to reboot the system or the modem which of course I can't do now but can do with the tablet. I am so weary of this very strange situation and there are others on the forum who have reported exact same issue.....<sigh>

I requested a new modem, and the one they sent me fixed everything. The feature to split the signal works on the new one, so my old phones connect to the slower signal, and everything else connects to the 5Ghz. For some reason the technical support staff don't know about this. It was some random sales guy that hinted at it. I hope that helps.

My understanding is that xfinity combined the two signals, and basically the old modems don't know how to split them properly. Oh, and they have great new deals on phones... coincidentally.

@user_Syme​ I am not sure what 5G has to do with connecting to WIFI. Isn't it for the phone 'call' network itself and not WIFI connections? We have what I  believe is  the latest version of the advanced 1G gateway modem/router.

@emmpeebee​ That is really interesting about the XCharge (which is what we have ) and the extender ( which we do not have). Ours will not connect when sitting right in front of the gateway. 

Yea, distance is not the problem here either.  My wife's won't connect to the xfi gateway no matter how close. I got the new gateway about a month ago.  I have an extender just to add signal strength when we are outside.  I unplugged the extender because I don't really need it in the house and it does slow down the network a bit.  That is when my wife started having issues.  I tried to think about what is different and I remembered unplugging the extender.  There is something with the LG phone and the Xfi gateway that won't let it connect unless I go through the extender.  No problems with any other devices.  I've done all the usual stuff you guys have done, reboots, forget/password, yadda, yadda...it will not connect directly with the Xfi gateway.  I've unplugged and replugged the extender several times and it will 100% always connect through the extender.  It will even connect by just plugging the extender in even if I don't do anything else.  So, I reconnected the extender and all is normal until she gets a new phone.  If you can get your hands on an extender, it's cheaper than a new phone.