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Visitor

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4 Messages

Wednesday, July 19th, 2023 6:40 PM

Closed

Xfinity hotspot

I'm unable to disable my Xfinity wifi hotspot. I've tried from both the website and app and each time it just gives me an error. This has been happening for several months. How can I resolve this?

Problem Solver

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1.5K Messages

2 years ago

Well, since it's an Xfinity device, it's remotely managed from a database.  You don't have any control over that if it's wrapped around the axle.  What you do have control of is the local device if THAT is wrapped around the axle.

If you haven't tried it, yank the power cord. Wait about a minute to wipe out volatile memory, and plug it back in.  After it rejoins the network and you can get back out to the internet, try the phone app again.  See if you can change the setting then.

You can also try factory defaulting it, if it is stuck in a state where it just can't communicate with the remote end.  Older gear had a toothpick hole reset button.  Newer stuff just has a WPS button.  Hold either down until the lights start flashing.  It will reboot, and then it will take a few minutes to rejoin the network.  When you can connect back to the internet, try to change the setting again with the phone app.

If it still doesn't work, then you're kind of stuck.  Perhaps they can reset the database for you, or perhaps not.  They seem to want to swap gear for that instead.  I don't know if it's a permission problem or what the deal is.  Since it's a rental, you've got no love for the device.  The quick way is to swap it out at the Xfinity store if there's one by you.  Maybe you could return it too by mail , if this page isn't obsolete:  https://www.xfinity.com/support/articles/returning-your-equipment There's also no guarantee that setting will stick on the next one. 

Others reported the hot spot feature turns itself back on.  The only way to make sure you don't have that feature is to buy a 3rd party device that doesn't have the feature and save yourself the rental fee.  You can find one here:  https://www.xfinity.com/support/articles/list-of-approved-cable-modems  Find a model number that works and shop around.

Contributor

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51 Messages

2 years ago

@user_77b867 Thank you for bringing this to our attention. We would love to review this further. Can you please provide the steps you have taken so far to turn the hotspot off and what is the error you are receiving?

 

Visitor

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4 Messages

@XfinityAlexandrea​ I've been trying for months. I've unplugged the modem for a little time, updated the app, reinstalled the app, tried another device and tried multiple browsers. From the app it says "There was an error. Try again or check back later." From the website it says "Something has gone wrong, please try again later".

(edited)

Official Employee

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1.8K Messages

Hi there, @user_77b867. I'm very sorry for the inconvenience this is causing you trying to turn off the Wifi Hotspot. Have you tried going to customer.xfinity.com/#/settings/security/hotspot and inputting your Xfinity ID and Password, which you can click Turn Off or Turn On to disable or enable your public hotspot.-Richard

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

Visitor

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4 Messages

Yes I've tried from the website as well with multiple browsers. The error I get from the site is "Something has gone wrong, please try again later".

Official Employee

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1.5K Messages

@user_77b867 Thanks for replying back to us! Are you at home connected to your home's Wi-Fi network? Can you tell us which step the error message comes?

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

Visitor

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4 Messages

I'm at home connected now. From the Xfinity app I go to connect > view wifi equipment > advanced settings > Xfinity wifi hotspot network and there's the option to turn on or off the "participate in Xfinity wifi". When I turn it off it says "There was an error. Try again or check back later."

I've also tried to go to customer.xfinity.com/#/settings/security/hotspot and turn off the hotspot and it says "Something has gone wrong, please try again later" when I click "turn off"

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