cell phone not connecting to wifi but PC does connect

When I went t turn on wifi on phone got message "Internet May Not Be Available." Worked fine two days ago. I can access the Internet from my laptop.

Tried resetting phone, resetting modem/router, AI Assistant chat which did some diagnostic tests and found the connection good. Message was that some other stuff would be tried and to look for a text reply in 2 hours.

If I have to have a technician will there be a charge for that?

I have a pretty old cell phone but never had a problem getting wifi on it until two days ago. HELP!

Responses

Oldest First

Selected Oldest First

XfinityBillie

Official Employee

•

4.1K Messages

20 days ago

user_e53lkp Thank you for taking the time to reach out to us here on our Xfinity Forums. I definitely understand how frustrating this would be if the phoe just stopped connecting to Wi-Fi. You've already done the first two troubleshooting steps I would have recommended. Have you ensured that airplane mode is turned off and tried to forgot the network, restart the phone and then try to connect? Can you also share the make/model of the phone for me so we can better help you with troubleshooting this concern?

2

0

U

user_e53lkp

Visitor

•

2 Messages

@XfinityBillie, thanks for your reply. Yes, I tried everything you recommended. Came to conclusion it's not my ISP, probably the phone itself. Do you think that's a likely conclusion? Also, switching to mobile data didn't work either --same error messages.

Phone is very old -- a Samsung Galaxy J3 Orbit, model #SM-S367VL.

I can still make and receive voice and text messages. Thanks again for your reply.

Like

Reply

20 days ago

0

XfinityBillie

Official Employee

•

4.1K Messages

user_e53lkp If you are having no issues connecting any other devices in the home, then it would likely be the device itself. Have you ever considered switching to Xfinity Mobile? We have some amazing deals on devices if you'd like to upgrade and I may even be able to get your first year free. Even better, our devices will automatically connect to Xfintiy Wi-Fi wherever it's available.

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

Like

Reply

20 days ago

0

Your Home Network

user_e53lkp

cell phone not connecting to wifi but PC does connect

XfinityBillie

user_e53lkp

XfinityBillie

New to the Community?