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Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

Frequent Visitor

Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

Ever since I installed the new XFi Gateway, the Xfinity WiFi on-off control in the MyAccount app is grayed out. Also when you go the app control page, the app pops up a message "Something Went Wrong - we were unable to load your Wi-Fi hotspot settings. Would you like to try again?" Each retry fails. A call to technical support provided no solution. They turned it off remotely but it still shows here as on. It cannot be controlled with the gateway controls at 10.0.0.1. I do want to be able to turn it on when needed and otherwise turn it off to avoid devices connecting to the non-secure signal. Please provide a fix to the app. BTW, there is no new control for this in the new XFi app.
Silver Problem Solver

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed


@joneisenberg wrote:
Ever since I installed the new XFi Gateway, the Xfinity WiFi on-off control in the MyAccount app is grayed out. Also when you go the app control page, the app pops up a message "Something Went Wrong - we were unable to load your Wi-Fi hotspot settings. Would you like to try again?" Each retry fails. A call to technical support provided no solution. They turned it off remotely but it still shows here as on. It cannot be controlled with the gateway controls at 10.0.0.1. I do want to be able to turn it on when needed and otherwise turn it off to avoid devices connecting to the non-secure signal. Please provide a fix to the app. BTW, there is no new control for this in the new XFi app.

Can you give us the make and model of your gateway?

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Frequent Visitor

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

XB6A. No make given. "Made with ❤️ in Philadelphia." Thanks.
Silver Problem Solver

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed


@joneisenberg wrote:
Ever since I installed the new XFi Gateway, the Xfinity WiFi on-off control in the MyAccount app is grayed out. Also when you go the app control page, the app pops up a message "Something Went Wrong - we were unable to load your Wi-Fi hotspot settings. Would you like to try again?" Each retry fails. A call to technical support provided no solution. They turned it off remotely but it still shows here as on. It cannot be controlled with the gateway controls at 10.0.0.1. I do want to be able to turn it on when needed and otherwise turn it off to avoid devices connecting to the non-secure signal. Please provide a fix to the app. BTW, there is no new control for this in the new XFi app.

Did you try the website?

https://www.xfinity.com/support/articles/disable-xfinity-wifi-home-hotspot

I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
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Frequent Visitor

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

Thanks but I went through this with a Comcast. That page says "We're having trouble accessing this data. Please try again later." Comcast could not explain this and had no solution. Thank you.
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New Poster

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

I've had the same exact issue with both models of the XB6.  I currently have a CGM4140COM, and previously had a TG3482G (that I replaced trying to fix this).

 

I've called at least 6 times to support to have the xfinitywifi hotspot turned off because it keeps turning itself back on.  Each time Comcast assures me it wont turn back on.  Comcast please address this bug with the XB6s!

 

Screen Shot 2019-02-17 at 1.02.01 PM.pngIMG_586837D36ED9-1.jpeg

Silver Problem Solver

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

I have successfully turned off my xfinitywifi SSID with this:

 

https://www.xfinity.com/support/articles/disable-xfinity-wifi-home-hotspot

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I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Frequent Visitor

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

Thanks but unfortunately all the controls are grayed out or disabled. The article you cited gives a link to a control page which responds “We’re having trouble accessing this data. Please try again later.” It has said that for months now. Xfinity can’t fix it.
Frequent Visitor

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

See the 12-16-18 message in this thread. Thanks.
New Poster

Re: Xfinity Hotspot Control Grayed Out Since XFi Gateway Installed

@joneisenberg wrote:
Thanks but unfortunately all the controls are grayed out or disabled. The article you cited gives a link to a control page which responds “We’re having trouble accessing this data. Please try again later.” It has said that for months now. Xfinity can’t fix it.

Same here.   I've tried factory reseting both modems hoping it would fix this issue.  This issue occurs even if the modem is in bridge mode.  To my understanding after talking to several support agents, by default bridge mode should disable the xfinitywifi hotspot.

 

Also note, after I call in and a Comcast agent turns off the xfinitywifi hotsopt, it will always turn back on by itself the next day.