Unable to connect to xfinitywifi networks

Hi there,

We've been Xfinity customers for going on 5 years. One of the perks we really enjoy is the xfinity wifi hotspots when we're out and about. We recently moved across the country. Up until that move, both my partner and I were able to sign in to any xfinity wifi hotspots we came across (including the one at our home).

However, now after moving, my partner can no longer connect from their phone to any xfinitywifi hotspots. Connecting to the network, they are prompted to sign in. They get the Sign in to xfinitywifi page. They click "Log in to connect". They are never prompted to enter credentials, they are immediately shown the screen that says "Your Xfinity Internet service is not active".

When I connect from my phone, I sign into the xfinitywifi network, get the "Sign in to xfinitywifi" page, click "Log in to connect" and am prompted to enter credentials. From there everything works fine.

I've never had my partner's phone number listed on our Xfinity account. What gives?

Any help would be greatly appreciated.