Visitor
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1 Message
Unable to connect to secure hotspot
Just got a new iPhone 13 and now I am having problems connecting to the XFINITY secure hotspot. The error message is "Unable to join the network "XFINITY". I can connect to xfinitywifi from the same phone. I did reinstall the HotSpots app, but that didn't make a difference.
My MacBook Air is able to join both XFINITY and xfinitywifi from the same physical location so I believe I have eliminated the network strength issue.
I have spent a few hours with Xfinity support without any resolution. A technician was sent to my home this afternoon but this isn't something that verifying that my gateway is functioning properly would address. He was perplexed as am I.
Any guidance on next steps?
XfinityJosephA
Official Employee
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1.7K Messages
3 years ago
Hello, @fredricofsf, the first thing that comes to mind is to try with other cellular devices since your MacBook is able to connect to the same Hotspot without an issue. Are you able to let us know if you can try with other phones or tablets? If you are getting the "Unable to join the network" error message on other devices please send us a direct message with your name and service address. Once we locate your account we can take a closer look at the Xfinity ID your are using and work with the appropriate contacts if needed. Use the Direct Messaging icon at the top of the page to send your message to "Xfinity Support."
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