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New iPhone 11 can’t get Xfinitywifi hotspots to work

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New Poster

New iPhone 11 can’t get Xfinitywifi hotspots to work

I'm at my wits end with my issue connecting to xfinitywifi hotspots. I upgraded from an iPhone 8 to an 11 three weeks ago and haven't been able to use any xfinitywifi hotspots since. I've spent at least six hours talking with Comcast support, gone to an xFinity store and talking with an Apple Genius and nothing had changed. 

Here's what happens. My iPhone shows it's connected and has a strong signal but I can't use the Internet.  I've clicked Forget This Network, downloaded and set up the hotspots app, installed an xFinity secure profile, Reset Network Settings on the phone, reset the phone, reset the phone and started new rather than setting up from my backup and none of that worked. I even went to manage Xfinity WiFi Hotspot Connected Devices and removed my phone from there but the login page doesn't come up when I try to connect to the hotspot. 

My iPhone connects perfectly to my home WiFi and every other public WiFi but xFinity WiFi hotspots. I've tried with multiple devices, including my wife's iPhone 11 and my old iPhone 5s, and they connect perfectly. I'm convinced it's something in the Xfinity system but I can't get to anyone that can really do something about it. The Xfinity WiFi hotspots think I'm logged in but I'm not really. Anyone have any suggestion or know how to get a real Comcast tech on the phone (rather than a call center support person)?

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Regular Contributor

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Maybe this Link will help

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Expert

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Check your link.


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.
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

The link doesn't work.

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Regular Visitor

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

I am having the exact same problem☹️

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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Same issue. Makes being with xfinity pointless. It's clearly an iOS issue, as usual. I connect fine with my computer. A screen appears and asks me to choose from a list. I click Xfinity and I'm good to go. iPhone 11 won't bring the screen up, so it can't connect automatically. Apple will blame Xfinity and Xfinity will blame Apple and in the meantime dozens upon dozens of peole won't be able to connect to hotspots. Way to go, Apple and Xfinity. 

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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

What worked for you? All it is is the same list of typical issues. It doesn't address our issue at all. 

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Official Employee

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Hello everyone!
I see it has been some time since there was activity on this thread and I wanted to check in quickly to see anyone was still in need of a hand with connecting to the xfinitywifi hotspots?


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

I still have this problem ... spent quite sometime with customer support but no luck... please do post any update u may have
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Official Employee

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Hello everyone,


I wanted to share info and troubleshooting steps related to this topic that I posted on another thread;


Make sure your iPhone is on the latest version of the iOS which is 13.4.1. Also, Please remove your Xfinity Wifi profile from your device. The profile itself is what creates the authentication. Please go in to;


Settings>General>Profile>then remove your Xfinity Profile.


After that, un-install the Xfinity Wifi Hotspot app. When you download the app again and sign in, that will prompt the app to re-create a profile for your device. Also, I re-posted the link that TA781 posted above as it outlines additional steps for troubleshooting;


https://www.xfinity.com/support/articles/download-xfinity-wifi-app-prioritize-home-network


Let me know if this helps correct the issue.


Chris


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Having the same issue. My iPad worked fine if XFINITY for about two months then all of a sudden I can’t even log in. It keeps saying incorrect password even though I’ve change the password several times. I’ve done every trouble shooting step the original author did plus more nothing seems to help. What really makes me mad my original iPad three with the old Xfinitywifi app works amazingly well. The old network setups actually work. I’ve spent at least 15 hours trying to fix this my background is in computer networking and this is not an advantage. I honestly believe Comcast does this on purpose. This isn’t a bug as neither my iPad or router have had software updates in the pass two months
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

It’s a problem with iOS 13 and up. My iPhone 11 Pro Max works fine because I don’t do the intermittent updates only the singular ones like 13, 14 etc. I went in a limb because I was bored and updated my older iPhone (8 plus) to 13.4.1 and it won’t connect to xfinity hot spots of any kind or my personal hotspot on my new iPhone. However it does work with my home network or work networks just fine. I also spent hours on the phone with Xfinity and gave up. There is a lot of reports of people having the same issue. It’s apples problem.
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

I have an iPhone 8 Plus with 13.4.1 and hotspots work fine but have 2 iPads that will not connect. My iPad mini worked fine until I updated to iOS 13 last fall.

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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Any luck with it I’m having that problem right now
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Any luck I’m having that problem
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

I am having the same issue and have spent hours on the phone with xfinity tech and hours with Apple both companies are blaming each other. I need a workable solution.
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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

Same exact issue here on Xfinity Mobile iPhone Pro as well.  Spent all day yesterday doing every possible troubleshooting tip and 2.5 hours on chat with Xfinity mobile reps and tier 2.   I have uninstalled and reinstalled xfinity wifi hotspot app, uninstalled and reinstalled xfinity wifi security profile, reset network settings on my phone, rebooted XB6 gateway, disabled and re-enabled xfinitywifi hotspot on gateway and even wiped my phone and reinstalled from icloud backup.  Wife's iPhone Pro with same (most current) iOS connects just fine.  Just get "unable to connect" on xfinitywifi and "Incorrect password" when trying to connect to XFINITY.  Home personal WiFi networks off same gateway work just fine.  NEED A WORKABLE SOLUTION!!! 

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New Poster

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

I can’t get my iPhone 8 plus to connect to Xfinity WiFi hotspots or even to my other iPhones mobile hotspot. It only connects to my home modem WiFi or work WiFi and it’s got ios10.6
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Frequent Visitor

Re: New iPhone 11 can’t get Xfinitywifi hotspots to work

I am having the same problem for a while with my iPhone 7 with latest iOS 14. Full strength WIFI signal, but not internet connection.

Spent quite sometime with customer support but no luck so far.

I have done most everything to reset, remove and reinstall suspected things, but so far nothing worked. (Resest Netwrok settings, delete Xfinity Hotspot app, delete Secure Profile from iPhone AND attached Apple Watch, tried to 'Forget' xfinity SSID netoworks, reinstalled Xfinity Hotspot app, restart iPhone, etc. etc. few times over...)

I am now having problems NOT seeing the Secure Profile that I have deleted, but still somehow cannot 'Forget' XFINITY wifi SSID from MY NETWORKS. I can 'Forget' the xfinitywifi, but that does not seems to previent me from connecting to it. Although I have reinstalled Xfinity Hotspot app AFTER deleting the Secure Profile, it will not let me 'Update Secure Profile' saying "No Update Available: The Secure Profile on your device is up-to-date."

WHY when I have deleted the Security Profile? Or, did I not remove it, and it's hidden somewhere on my iPhone? There is NO 'Profile' to select in my 'General' settings. WHERE is the Secure Profile to remove?

After all I have done and tried, nothing has worked to fix my issue. Insterestingly, this is only to my iPhone, as all other devices under my xfinity contract CAN connect the the internet using xfinity Hotspots. And yes, I have checked if I am not over the 10 device limit to connect to xfinity hotspots at once nor registed all together.

 

Quite frustrating, paying lots of $$$ for xfinity internet and all, but not able to receive what I've paid for.