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

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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The following kb article is no longer valid on the latest versions of android: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.

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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.

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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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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.

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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.

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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.