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user_17kgid
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4 Messages

Sunday, December 1st, 2024 3:53 AM

iPhone and MacBook won't stay connected to home wifi network

My Apple products (2021 MacBook Air and iPhone 11) won't stay connected to my Xfinity home wifi network. My non-Apple products (Samsung tablet, Lenovo TV) stay connected without issue. When my network name appears in the list of available wifi networks, it appears without a password (even though I do I have a password on the network). I can manually connect both my iPhone and MacBook to the network by manually entering the network name, type, and password on my MacBook and going into the list of available wifi networks on my iPhone and waiting a moment until the network name switches from showing up on the list as unprotected to having a password. Both devices seem to disconnect randomly, but neither device will reconnect automatically. I have tried restarting the router as well as my devices. Software is updated on all devices. I have not experienced this issue with these same devices on any other networks. 

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8 hours ago

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XfinityRaf

Official Employee

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627 Messages

8 days ago

Good evening @user_17kgid. Have you always had this issue with your Apple products or is this a recent occurrence? 

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user_17kgid

4 Messages

I have always had this issue with my Apple products on my home network since starting my XFINITY service 2 months ago. It is a consistent issue. Again, I do not have this issue with my Apple products and any other wifi network, only my home network through XFINITY. 

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8 days ago

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XfinityRaf

Official Employee

 • 

627 Messages

Thanks for confirming. If you are currently connected to your network on your devices, can you go into your settings and Forget the Network? Once you do, restart your device then connect to your SSID. Let me know how that goes.

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

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8 days ago

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user_17kgid

4 Messages

I tried that, and it didn't help the situation. 

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6 days ago

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XfinityBenjaminM

Official Employee

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1.6K Messages

 

user_17kgid Please reach out to Apple Support since we know your in-home WiFi is connected and the issue is with the devices themselves, we suggest consulting with Apple so that they retain the WiFi login information and remain connected.

 

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

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6 days ago

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user_17kgid

4 Messages

This issue isn't happening with these same devices on any other network - only my home xfinity network. In fact, this issue hasn't ever happened with these same devices with any other network. I don't believe this will be an issue that Apple Support will be able to help me resolve, since it seems to be a communication error between the xfinity network and my devices. I believe the issue is on the network side, because when I look for my network name in the list of available wifi, it doesn't show up as being password protected, rather, it displays as being an open network without any password protection. What might be the cause of that?

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8 hours ago

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