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user_5vmaer
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2 Messages

Saturday, July 25th, 2026 7:05 PM

Unable to join XFSETUP Wi-Fi after Xfinity Communities installation

My apartment provides Xfinity Internet as part of the apartment community. The gateway was recently installed by Xfinity technicians.

I received an email saying "Your Xfinity services are ready."

However, I cannot connect to the default Wi-Fi printed on the gateway. My iPhone says "Unable to Join Network."

The gateway has a solid white light.

Also, when I sign in to the Xfinity app using the email I received the email, it says "Access not Authorized." If I try to recover my account, it says "This information doesn't match our records."

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2 days ago

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XfinityKam

Official Employee

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349 Messages

2 days ago

@user_5vmaer Thank you for reaching out to us! Have you checked to see if your community sent Wi-Fi credentials, usually you receive a email with your Wi-Fi login. Also do you have the Xfinity APP, you may be able to confirm your login credentials through the app! 

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user_5vmaer

Visitor

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@XfinityKam​

Thank you for your reply.

I have not received any Wi-Fi credentials from my apartment.

Actually, I have already contacted my apartment management, and they advised me to contact Xfinity directly.

I'm not sure whether my apartment is still completing the installation for all residents and sending credentials afterwards.

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2 days ago

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XfinityJohnG

Official Employee

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3K Messages

Okay, thank you for checking on that for us. I will be happy to take a look at your issue further from here. In order to do that I will have to have you send me a direct message with the full name and complete address for that service. To send a direct message. 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

How to: Direct messaging within the forum | Xfinity Community Forum

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 days ago

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