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Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

nodouglasparker
Frequent Visitor

Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Ever since the release of Android 10, the option to disable automatically connecting to Xfinity Mobile hotspots is gone.

 

The following kb article is no longer valid on the latest versions of android:
https://www.xfinity.com/mobile/support/article/stop-phone-autoconnecting-wifi-hotspots

 

This is a major problem for me, because whenever I return home my Samsung Galaxy Note 10+ always connects to Xfinity Wi-Fi hotspots. This hotspot in particular has no internet connectivity, which means I have no internet service on my mobile device. I could enable the option to use mobile data on weak Wi-Fi connections, but then I end up having a very large mobile bill due to data being $12 per Gig. I work from home, so paying for unlimited is not worth it.

 

I have forgotten the network, reset network settings, and factory reset my phone. The auto connecting 'feature' is baked into the firmware of my device. I have read about other people with the same issue on both reddit and the Xfinity forums, and nobody has a resolution.

 

I've spent over 8 hours on the phone in the last two weeks, and nobody is able to resolve this issue for me. An agent by the name of Jade (Employee ID: JREGIS886) has supposedly escalated this issue for me, but there has been no response from her. I stressed to her that I wanted a ticket # and some form of follow-up so I can avoid the constant loop of explaining this to the first line of support, and she assured me she would reach out again. This has not happened.

 

I've spent $1,200 on this device alone, and purchased at least one other device through Xfinity Mobile and am not happy with the level of service I have received regarding this issue.

 

I am not sure if anyone here has connections deep inside Xfinity, but if you do please help me out. At this point I have filed a complaint with the FTC and FCC because I don't know what else to do regarding this issue.

 

Thanks in advance.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I'm now connected with Tier 2 after another 2 hours on the phone and they're telling me that there is nothing that can be done, and that they're 99% sure that Tier 3 cannot do anything either.

 

It is very obvious that there is a regression with the ability to turn off auto connecting to Xfinity Wi-Fi hotspots and nobody is able to contact the team behind carrier updates.

rightfooted
Expert

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Are you able to manually connect to your home WiFi network?


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nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Yes, I manually have to do this every single time I return home.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Update on 7/10/2020:

 

I was contacted by Karla P from corporate due to the FTC / FCC complaints that were filed, and she is going to get in contact with the engineering team to try and have this resolved.

 

I don't know why Tier 2 and Tier 3 couldn't escalate this issue, and it's honestly sad that we have to work so hard to get regressions like these fixed, especially when it has a major impact on your service.

 

I know there are plenty of other people that have posted on both reddit and the Xfinity forums regarding this issue.

 

If this issue is affecting you, and you cannot disable auto connecting to Xfinity Wi-Fi hotspots as instructed here, I highly recommend you file an FTC / FCC complaint to force Comcast to resolve this issue as quickly as possible.


FTC Complaint Form

FCC Complaint Form

 

Only in greater numbers will we be heard.

 

Thank you.

 

Update on 7/23/2020:

 

It's been two weeks, and this escalation has done nothing.

 

Karla P. has spent the last two weeks asking the same basic troubleshooting questions that the first line of Xfinity Mobile support has already gone over. This is like the 5th or 6th time going over the same troubleshooting steps.

 

Karla has screenshots of all of my network settings, and despite being able to see everything she is still asking me to change settings that are already configured as she's requested.

 

I'm stuck in a feedback loop, and it's like everybody forgets the questions they asked previously and simply ask the same questions over and over again.

 

I'm a Software Engineer and I am very familiar with the Android ecosystem. This is a carrier based feature that you could previously disable, and now that option is no longer available after Android 10 due to presumably a regression in the firmware update process.

GrimScion
New Poster

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Doug,

 

I had similar issues with my Galaxy S8 after an update caused the option to turn off AutoConnect to become grey and unusable. I recently found a solution that seems to be working so far. I went into settings and searched Wi-Fi and selected the Wi-Fi control under the Special access menu. I clicked on Wi-Fi control on the screen it brought me to. Next you should have a list of apps and I went to the bottom and removed the permission from the XFINITY WiFi Settings app.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I don't have any apps from Xfinity except for the Xfinity My Account app. I clicked the Wi-Fi control history, and it is blank; indictating that no preinstalled apps have been making changes to Wi-Fi.

GrimScion
New Poster

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Doug,

 

You are right it doesn't show in the app list for installs but it should show on the permission list.

 

If you go to Settings and search for "Special Access" that will take you to a list that should have "Wi-Fi control" on the bottom. That will load a list of apps with "XFINITY WiFi Settings" at the bottom. Once you click on that you can turn off the option to "Allow app to control Wi-Fi".

 

I've had my phone running this way for over a month now and I have never seen that XFINITY hotspot show back up with no downsides. I beleive that the WiFi control history was empty because it only shows apps turning WiFi on and off and not changing the connected hotspot.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I disabled the setting that allows the Xfinity My Account app to manage the Wi-Fi on my device and it still auto connected to the Xfinity Wi-Fi hotspot near my home; resulting in no internet access (MMS included) until I manually connected to my home network. There are no other apps from Xfinity installed on my device.

 

Thanks for trying to help.

Samwathegreat
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I'm having the exact experience as you.  Only Xfinity app under the list is "Xfinity My Account" and it doesn't help.  I believe this is being controlled by the sim card itself.  I went ahead and filed the approprate FCC and FTC complaints.  This is outrageous.  I've been struggling with this for months now and there is no solution.  There should be a simple toggle switch to allow me to disable this.  I'll be in my own home and my phone will disconnect from my excellent signal home wifi and connect to a barely usable "XFINITY" network without my permission constantly.  This make it impossible to control my smart devices.  Additionally, it will constantly connect to these hotspots while I'm driving, interrupting my music streaming and whatever else I'm doing.  Only solution is to disable wifi completely which leaves me at the risk of not remembering to turn it back on later, resulting in higher WIFI usage.  I'm sick of it!  I'm pretty sure they installed the certificates on the SIM card itself.  I can put my SIM in a *VERIZON* phone, and it will start connecting to these hotspots without my permission -- there are ZERO xfinity apps installed on the verizon device.  Taking the sim out stops it immediately.

 

Xfinity - you need to take this seriously and fix it.  Give us the option to turn this off.  You are violating our privacy by forcing these connections without permission.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Yeah, it's an absolute nightmare to deal with and I wish more people were vigilant about coming forward and speaking up about this. Xfinity will continue to shift blame to Samsung as usual, but it becomes harder to do so when more people are speaking up.

We don't pay $1,200 for a flagship device to be forced onto Xfinity Wi-Fi networks that have degraded service. It basically forces you to continuously stay on mobile data racking up extra data charges or to remember to reconnect to your own home network whenever you return home; and forgetting to do so can result in nothing working outside of SMS and voice calls. I think even MMS messages are tied to a data connection. Oh, and good luck if you work a job where you travel a lot. I've heard several people complain about that too.

 

I seriously wouldn't be surprised if there is eventually a class action lawsuit over it. This isn't native android functionality (there are plenty of reports of this happening on iOS too) and can severely degrade your service; not to mention the risk of your phone connecting to a spoofed hotspot with the same ssid.

 

Thanks for filing your formal complaints with the agencies mentioned above. That will only help everyone in the long term and I hope others with this issue continue to do so for everyones benefit.

TheMarf
Contributor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Just chiming in to say its October and this issue is still happening.  I've seen a few other threads on it as well.  My neighbor has the Xfinity network being broadcast and my phone constantly connects to  it even tho my full signal 5ghz network is excessively stronger and faster.

 

 

(Galaxy S20+)

Even when I go into  Wifi > Advanced > Hotspot 2.0 > Xfinity Mobile and disable auto reconnect the setting mysteriously turns itself back on every now and again.

 

I'm tired of being kicked off my network onto a network that barely works.  I've had work calls drop due to this which is quite frustrating only to see that I'm somehow not on my home network.  When I go thru walks in my neighborhood I need to turn off Wifi if I want any chance of data being usable on my phone otherwise its the constant connection to a random Xfinity network that isn't actually useable.  This is ridiculous and my irritation is almost no longer worth the cost savings.

pablothecloud
New Poster

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Also just wanted to chime in to say how frustrating this is, and thank you Doug for taking the time to go through this whole process, you've certaintly saved me a lot of time as I was about to reach out to Xfinity for this exact issue; no matter what I try, my Samsung Galaxy S20 never fails to cling on to some weak 'XFINITY' wi-fi spot that it picks up while I'm out (which it connects to without my permission of course), and even when I return home, sitting right next to my router, it'll prefer that 'XFINITY' network, I pretty much have to restart the wifi on my phone everytime I get home, and disable it when outside.

 

I never thought about this being a privacy issue, but I will be making a formal complaint to the FCC/FTC as well, and if this isn't resolved I'll have to consider a different carrier.

sutterboys
Regular Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I was able to go to settings, search for wifi control, click on wifi control special access, then wifi control, then at the top right the three dots, in the drop down choose show system apps, look for carrier wifi, click on it then turn off allow app to control wifi. Hopefully this helps fix the problem for everyone.
NEWcam30era
Valued Contributor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I've done that.  After a day, it begins connecting to Xfinity WiFi network again. 

TheMarf
Contributor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Just spoke to: 

Karla P.

XM Regulatory Specialist

Which was due to either my FCC or FTC complaints that I filed.  I was told that this is a Samsung problem (lol sure).  Xfinity can't do anything other than track this issue and report it to Samsung.  That I can turn off my wifi if I want to use data and my phone should connect to my network at home.  She then asked if I was able to "forget" the XFINITY networks as if that's an option.

 

Yes I agree that the fix may need to be made by Samsung but I don't think it's my responsibility to hound them to fix it when I get my device thru Xfinity.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

They obviously want to blame Samsung, but it's an iPhone issue as well. I believe it even happens on the Google Pixel. It is my understanding that they have custom firmware built for their mobile network, so they need to at the very least facilitate a fix for this widespread issue. Especially considering that if you buy a mobile device from Samsung, Google, or Apple directly with any other carrier you don't end up with this issue. I'm not sure if it's an update you get when you insert their sim card and connect to their network, or if it's something baked into phones purchased directly from XFINITY.

Bmax1985
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Any traction on this?  I hadn't put together that it started with Android 10 but the timing fits.  Getting really annoying especially since my neighbor must have moved their gateway and now the Xfinity signal is stronger in my home.

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Unfortunately, there is absolutely nothing that can be done to stop this (at least within the OS).

You might be able to set something up via bixby routines, or a 3rd party app. You could even develop an app yourself to always ensure you're connected to your home Wi-Fi.

I'm reluctant to use 3rd party software when I am unsure if the developer can be trusted- So I like to use open source software whenever possible.

Honestly, if it turns into a big enough hassle it's worth considering another carrier. XFINITY Mobile is great value for Verizon service, but there are other MVNO's that also offer good value.
Bmax1985
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

The whole thing is comical.  All Xfinity has to do is turn off whatever they're doing to make this 'carrier wifi' work and assume basic competence of the users.  If you don't want to use your data, you'll need to connect to Wifi...

DontCallMeShirl
New Poster

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Disabling the carrier wifi app and access under special permissions and system apps worked at least temporarily. I made it to a tier 2 rep that was simply telling me to "forget the network"...and didn't understand its carrier wifi and not a regular wifi network.

Galaxy Note 9...working at least for now. I have a feeling ill be forced to root it in the next couple days when the settings magically poof back...wll also be filing an FTC complaint if I'm dealing with this again in a few days.
ComcastPeterH
Official Employee

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

@DontCallMeShirl Thank you for reaching out to us about your Xfinity Mobile devices. We appreciate your feedback and want to make sure we are able to properly help you. To get help with your Xfinity Mobile account would you please reach out to us by using https://comca.st/3tIZvgU, Facebook, or even Twitter. That way we can get you to the proper department for assistance with your Xfinity Mobile account. Thank you for your understanding. 

 

https://comca.st/3a5064y

 

https://comca.st/3d19ok2


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S20plususer
New Poster

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

I have an S20+ purchased directly from Samsung, and have never had this issue until my phone upgraded the OS. Now I can't stop it from connecting to xfinity mobile, even over my home network. I have forgotten Xfinity network, and find nothing when I look for xfinity or carrier wifi control find nothing. It's infuriating, and causes all kinds of issues when driving. I hope they release an answer for this soon or I'll have to consider changing carriers.
nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

Comcast will continue to deflect blame. Please file an FTC / FCC complaint before you switch carriers.

The more people that file these complaints the more likely they are to actually be pressured into making the changes that they need to make.
mikeorama
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

@nodouglasparker yes, this happens on iOS too. It must be pushed out with their carrier profile, because I'm using a BYOD iPhone that was originally on AT&T, nothing Xfinity on it except the SIM and whatever profile they push to it.

 

I don't understand why every single XM customer isn't driven mad by this; is it possible that some devices are not affected?

nodouglasparker
Frequent Visitor

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices

@mikeorama I believe every device on the XFINITY network is affected by this. I just purchased a S21 Ultra and it has the same issue.

The only reason I am still here is because of the low price on my bill. I'll likely be switching off if this isn't resolved soon. I'm hoping that with enough complaints XFINITY will be forced to rollout a fix.
rightfooted
Expert

Re: Unable to disable automatic connection to Xfinity Wi-Fi hotspots on Xfinity Mobile devices


@mikeorama wrote:

@nodouglasparker yes, this happens on iOS too. It must be pushed out with their carrier profile, because I'm using a BYOD iPhone that was originally on AT&T, nothing Xfinity on it except the SIM and whatever profile they push to it.

 

I don't understand why every single XM customer isn't driven mad by this; is it possible that some devices are not affected?


I use a moto g power, my husband an LG X Charge, and my sister an LG Stylo 6. None of us have that issue.


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