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user_386c57
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7 Messages

Thursday, April 3rd, 2025 3:37 PM

Lost access to Xfinity wifi hotspots

I now get a message saying I do not have the right tier of service. I should have access and hasn't been a problem before.

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Updated 

3 days ago

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user_386c57

Visitor

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7 Messages

4 days ago

Here is a screenshot of message I get.

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XfinityJustinC

Official Employee

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1.1K Messages

4 days ago

Hello, @user_386c57 thank you for taking time to reach out over Xfintiy Forums. You've contacted the right place for assistance, and want to help investigate the tier of service access issue. Our post paid Xfinity internet customer will have access to Xfinity Hotspots: https://www.xfinity.com/support/articles/about-xfinity-wifi-internet. 

- Did you recently make any changes to your service? 
- What internet tier, service are you subscribed to? 

Xfinity Hotspot access isn't available for our prepaid NOW Internet customers: https://www.xfinity.com/support/articles/now-internet-faqs

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user_386c57

Visitor

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7 Messages

I have Connect.  I recently changed tot his during a recent promotion. - and then I lost access to hotspots, however I am supposed to have access

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4 days ago

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user_386c57

Visitor

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7 Messages

My prior plan was Connect as well. Not prepaid now. I also have landline, 2 mobile, watch LTE which is auto paid monthly

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4 days ago

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XfinityJustinC

Official Employee

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1.1K Messages

@user_386c57 thank you for the confirmation of the speed tier, and not being on prepaid service. What type of device are you using? 

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

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4 days ago

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user_386c57

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7 Messages

I use a Pixel 8 and moto g

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4 days ago

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user_386c57

Visitor

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7 Messages

4 days ago

Both were working fine before switching to Connect promotion

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XfinityJustinC

Official Employee

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1.1K Messages

@user_386c57 are you trying to access the connection through the Xfinity App: https://www.xfinity.com/support/articles/download-xfinity-wifi-app-prioritize-home-network , or through the available networks on the phones? 

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

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4 days ago

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user_386c57

Visitor

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7 Messages

Yes through Xfinity app. I have already reinstalled but same issue 

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4 days ago

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XfinityJustinC

Official Employee

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1.1K Messages

@user_386c57 I appreciate the update of using the Xfinity App, and attempting to uninstall and reinstall. 

- Have you attempted to clear cache/history in the device settings? 
- Did you recently make any updates, like a password change to the Xfinity ID you're logging in with?

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

Like

Reply

4 days ago

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