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user_830410
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8 Messages

Tuesday, December 28th, 2021 1:50 AM

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Xfinity Hotspot "The Wi-Fi network could not be joined" error

This is a public Xfinity Hot Spot error on one device.  Can connect to Home Wifi, iPhone and other public hot spots with no problems.  Xfinity Security Certificates are downloaded, installed, and verified.  Both XFINITY and xfinitywifi show up as available wifi sites and have strong signal bars.  Can connect with a M1 iMac using MOS 12.1 with no problems.  When I try to connect with a M1 MacBook Air using MOS 12.1 I get an error "The WiFi network XFINITY or xfinitywifi could not be joined".  Have reinstalled security certificates, reset wifi settings, and reset the MacBook system settings but still get the error.  The WiFi connection troubleshooting log shows no problems.  It appears that the MacBook Air is being blocked from the Xfinity Hotspot by Mac ID.  Any suggestions to resolve this problem?

Question

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Updated 

3 years ago

2.5K

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Accepted Solution

user_830410

Visitor

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8 Messages

3 years ago

The error above went away today.  It connected to xfinitywi first without the error and then to XFINITY without the error.  Now shows up as an XFINITY hotspot device for my account.  No additional logins and the automatic login worked as advertised.  Problem resolved but I have no fix to document.

7

0

CCDaryl

Problem Solver

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828 Messages

@user_830410

 

Glad to hear the issue has been resolved. If you wouldn't mind, could go into further detail about you not having a fix to document. I am not sure I understood what you meant. 

I no longer work for Comcast.

3 years ago

0

user_2876ce

Visitor

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3 Messages

@XfinityDaryl 

i am having same issue on not being able to join Xfinity WiFi hotspots. A service technician was dispatched to my home, 3 days ago. He verified my home internet was working and checked if he could join hotspot. He could not either. I checked location services as suggested, with all other suggestions listed here, still not able to join on any apple device or android phone or pc. I’ve done all steps listed here AGAIN since apple had another update yesterday. Still unable to join Xfinity WiFi hotspots. It worked until around Christmas. Can’t anyone check Xfinity’s services?

3 years ago

0

user_830410

Visitor

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8 Messages

I have no explanation for why it is working again.  I like to document how I fixed an issue to help others in this forum with a similar problem.     In this case I have no known fix to share with others.

3 years ago

0

XfinitySara

Official Employee

 • 

1.3K Messages

Got it, @user_830410. I totally understand and we do appreciate any public fixes you can share since this is a community where we like to help as many at once as we can! But it's understandable if the solution was unclear. I'm just so happy to hear things are working well once again for you! Please feel free to share a new public post with any other questions or concerns that arise, and we'll always be here to help however we can :)

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

3 years ago

0

user_2876ce

Visitor

 • 

3 Messages

@XfinitySara i am having same issue on not being able to join Xfinity WiFi hotspots. A service technician was dispatched to my home, 3 days ago. He verified my home internet was working and checked if he could join hotspot. He could not either. I checked location services as suggested, with all other suggestions listed here, still not able to join on any apple device or android phone or pc. I’ve done all steps listed here AGAIN since apple had another update yesterday. Still unable to join Xfinity WiFi hotspots. It worked until around Christmas. Can’t anyone check Xfinity’s services?

3 years ago

0

CCKrystal

Problem Solver

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385 Messages

3 years ago

Hi @user_830410 I hope you are doing well. I am sad to read you are receiving this error message when trying to connect your MacBook to our Wi-Fi Hotspots. Rest assured we are here to help. I appreciate the troubleshooting you have done so far to correct the issue. Have you tried clearing the cache and cookies on the device? 

0

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user_830410

Visitor

 • 

8 Messages

3 years ago

Thank-you for the response.  Was not sure how clearing the cache and cookies would help but I cleared both Comcast and Xfinity Cookies and still had the issue.  I then cleared all cookies and cache and still had the issue.  I then cleared history and still had the issue.  I then rebooted in safety mode which is supposed to clear some of the system cache.  The system cache should of been cleared when I reset the computer to factory settings and reloaded it.  It really appears that I am being blocked from the hotspot.

3

CCKrystal

Problem Solver

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385 Messages

You are most welcome @user_830410. Thank you for working with us this evening. At times the clearing of cache and cookies can be helpful in situations like these. Also, the additional troubleshooting steps you have taken are awesome. Thank you! Please check out this helpful forums link; https://comca.st/3zdIyOH it does have some additional troubleshooting steps that may be able to resolve the issue you are having. Please let me know. We will get you taken care of and find a resolution. 

I no longer work for Comcast.

3 years ago

0

user_830410

Visitor

 • 

8 Messages

No luck - still getting could not be joined error on this device only and only at public XFINITY and xfinitywifi hotspots.  Other devices connect as advertised and this device connects to home wifi hotspot without any problems.

3 years ago

XfinityWilliam

Official Employee

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1K Messages

Hi @user_830410, please try this and see if it works;

  • iOS:
    • Go to Settings → Privacy → Location Services → Hotspots → Allow Location Access Always
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

3 years ago

0

user_2876ce

Visitor

 • 

3 Messages

3 years ago

i am having same issue on not being able to join Xfinity WiFi hotspots. A service technician was dispatched to my home, 3 days ago. He verified my home internet was working and checked if he could join hotspot. He could not either. I checked location services as suggested, with all other suggestions listed here, still not able to join on any apple device or android phone or pc. I’ve done all steps listed here AGAIN since apple had another update yesterday. Still unable to join Xfinity WiFi hotspots. It worked until around Christmas. Can’t anyone check Xfinity’s services?

1

0

EG

Expert

 • 

107.2K Messages

@user_2876ce

Please create a new topic of your own here on this board detailing your issue (copy and paste your post there). Thanks. Marked "Solved" thread now being closed.
  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

0

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