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user_4f6d70
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Friday, May 19th, 2023 7:01 PM

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XFINITY / xfinitywifi Home Hotspot

My WiFi Hotspot (xfinitywifi) is enabled on my modem. My phone, laptop, TV, etc. can all see and connect to it without issue. The problem is that although it is full bars, connected, and logged in using my Xfinity credentials, the internet stops working constantly (e.g. "Connected, no internet"). I have a house guest who uses this connection exclusively and this just started becoming an issue about a month ago. Sometimes it will work for hours at a time, sometimes for only 30-seconds to a minute. I'm not sure if this is a modem issue (my direct connections and non-public WiFi work fine) or something else entirely. Nothing has changed on my end.

Question

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Updated 

2 years ago

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CCShan

Official Employee

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443 Messages

2 years ago

@

user_4f6d70  Have you restarted or power cycled the modem? While there may not be an issue with your network connection, this will refresh the signal being sent out and we recommend these as first troubleshooting steps. 

 

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user_4f6d70

Visitor

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5 Messages

@XfinityShan​ Dozens of times. It hasn't made any difference.

2 years ago

0

CCShan

Official Employee

 • 

443 Messages

How many devices does the guest have connected to the home hotspot? There is a limit of 5 to maintain a good connection. 

I no longer work for Comcast.

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

2 years ago

0

user_4f6d70

Visitor

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5 Messages

Only one device. They use their computer to stream TV and games.

Edited to add: I've tested the connection on other devices just to confirm it's a problem regardless of which device is used. But only one at a time. Right now my phone is connected to xfinitywifi but it shows it's connected without internet (even after entering credentials).

(edited)

2 years ago

0

CCShan

Official Employee

 • 

443 Messages

@user_4f6d70 Let's take a look at the account. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window. Please include your full name and service address. 
Press Enter to send it
See https://comca.st/3KQF8q9 for an example.  Please provide your full name and service address in the Direct Message. 

I no longer work for Comcast.

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

2 years ago

0

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