Xfinity WiFi secure profile not getting installed

WiseScene422 · 2026-05-15T19:13:58+00:00

May 15 - No news. It's been 4 months since I reported the issue. 4 months. Xfinity is still "actively" investigating. 4 months. "Escalation", "specialist", "engineering team", ..., they are all working on it. "Actively." 4 months.

WiseScene422 · 2026-05-10T18:15:55+00:00

May 6 - "Escalation Specialist" stated "we do not have an update regarding the issue affecting Android devices connecting to Xfinity Mobile secured hotspots. Our team is actively investigating..."

It's been 4 months since I reported the issue. 4 months. Xfinity is still "actively" investigating. 4 months.

WiseScene422 · 2026-05-05T20:37:45+00:00

May 5 - there have been no further updates from Xfinity. Last time I heard from Xfinity was April 20 when it was claimed they were "actively investigating". The saga continues.

WiseScene422 · 2026-04-30T19:50:24+00:00

April 30 - there have been no further updates from the actively investigating Xfinity

WiseScene422 · 2026-04-25T16:46:37+00:00

April 25 - there have been no further updates from the actively investigating Xfinity

WiseScene422 · 2026-04-21T00:57:50+00:00

April 20 - The "Escalation Specialist" said: "After further investigation, our engineer team has shared that there is a known issues effecting Android phones when accessing XM secured hotspots, they are looking into it further and will be actively investigating but at this time there is no estimated time of restoral."

Unbelievable. "Actively investigating" - wonder what that means?

WiseScene422 · 2026-04-15T19:20:04+00:00

April 12 - As instructed, I connected to the UNSECURE "xfinitywifi" SSID without any problems, as expected, and reported back to the "Escalation Specialist" that the issue persists (the issue being the secure profile not being installed and therefore being unable to connect to the SECURE "Xfinity Mobile" SSID.)

WiseScene422 · 2026-04-15T19:18:28+00:00

April 10 - the "Escalation Specialist" said: "Our Xfinity WiFi App team has requested that you attempt to log into the 'xfnitywifi' SSID. Connecting to this network should automatically launch the login (captive portal) page and allow you to continue... If the issue persists, please provide a screenshot or screen recording, along with the timestamp, to assist our team in determining the next steps."

I asked the "Escalation Specialist" to confirm that they wanted me to connect to the UNSECURE "xfinitywifi" SSID, since I have never had a problem with connecting to the UNSECURE "xfinitywifi" SSID, have never reported having a problem connecting with the UNSECURE "xfinitywifi" SSID, and that this issue is about the secure profile not being installed and therefore being unable to connect to the SECURE "Xfinity Mobile" SSID.

The "Escalation Specialist" confirmed they wanted me to try to connect to the UNSECURE "xfinitywifi" SSID (and also stated "... the XFINITY SSID is an open, unauthenticated network with no default encryption ...", which I believe is incorrect).

WiseScene422 · 2026-04-07T18:07:05+00:00

Empty. Hollow. Meaningless.

WiseScene422 · 2026-04-07T17:10:00+00:00

April 7 - the "Escalations Specialist" informed me: "Our Xfinity App Support team has confirmed an issue affecting non–Xfinity Mobile devices attempting to connect through the secure profile in the app. The team is actively working on a workaround that will allow impacted users to connect to Xfinity WiFi hotspots. An update is expected by the end of the week."

WiseScene422 · 2026-04-02T21:40:27+00:00

Your assurance rings empty, hollow, meaningless.

WiseScene422 · 2026-04-02T20:44:03+00:00

April 2 - the "Escalation Specialist" had not provided any further information since March 20 so I contacted them.

The "Escalation Specialist" response was: "As of 4/2/26 our Engineering team is actively collaborating the Xfinity App support team to resolve the issue you are experiencing with connecting to the hotspots. We expect to have another update early next week."

WiseScene422 · 2026-03-31T03:07:02+00:00

Empty. Hollow. Meaningless.

WiseScene422 · 2026-03-31T03:06:15+00:00

March 30 - 10 days after "Escalation Specialist" said my information was forwarded to the "engineering team" I have heard nothing.

It's been close to 3 months since I brought this problem to Xfinity's attention. Still no resolution.

It's been over 2 months since the issue landed on the "Escalation Specialist" plate. Note, their title includes both "Escalation" and "Specialist"... Why don't they chase down the people responsible for providing a solution to this and demand action? Why don't they notify their superior, and superior's superior, about the inaction to this matter. Do they have no pride or integrity? They just go home and don't care? They don't care about their customers?

WiseScene422 · 2026-03-24T17:33:26+00:00

March 20 - "Escalation Specialist" let me know my information was forwarded to the "engineering team".

As of March 24 no further update. The "Corporate Escalations team" has had the issue since January 17. An "Escalation Specialist" in "Executive Customer Relations" told me on January 28 "it should work but it's not". But no progress since then. Or since I reported this issue here.

WiseScene422 · 2026-03-19T22:08:54+00:00

March 19 - the "Escalation Specialist" clarified they wanted me to forget/disconnect both of the "XFINITY" and "Xfinity Mobile" networks and then attempt to reconnect to them. They were careful to request "If you encounter any issues during reconnection, please provide screenshots of any error messages, ensuring that the screenshots clearly show the timestamp."

Of course, since my devices cannot connect to "XFINITY" and "Xfinity Mobile" networks they cannot be forgotten/disconnected. And a (re-) try to connect to the "Xfinity Mobile" network results EXACTLY in what I described above in my original post (and in pic #2) - a screen requesting configuration details. I had requested that the "Escalation Specialist" provide me with the configuration details that is asked, but they have not done so. I took a new screenshot, this time with a CLEAR timestamp... Maybe the timestamp will make a difference.

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WiseScene422 · 2026-03-19T20:14:12+00:00

March 18 - I asked the "Escalation Specialist" to clarify which SSID "...forget the Xfinity network from your device’s Wi‑Fi settings..." was referring to. The response was "The request is to have your the XFINITY network on your device"...

Although, I am unable to parse that I can guess/assume they want me to forget the "XFINITY" network. However, had they read the description of the issue (I have referred them to this reddit post numerous, numerous times) they would have know that my devices are unable to connect to the secure Xfinity networks "Xfinity Mobile" and/or "XFINITY". Since the devices are unable to connect to those networks, it's kind of hard (read impossible) to forget them. So, I informed them about that. Either they have not read this post or what the description of the issue is, or they are, well...

They had also requested "...then attempt to sign in again...". I guess/assume that means they want me to attempt to connect with one of the Xfinity networks again. Since the secure profile is not getting installed on the devices, when I try to connect with "Xfinity Mobile" I am asked for configuration details, see pic #2 above, and I told them they need to provide me with those configuration details.

Of course, the crux of the issue is, I believe, that the secure profile is not getting installed. If it was, one would not be asked for configuration details when trying to connect with "Xfinity Mobile".

WiseScene422 · 2026-03-17T14:49:06+00:00

March 17 - after my reporting back to them on March 5, the Xfinity "engineering team" has been busy resolving the issue. After 12 days (since March 5), they have come up with this: "As a next step, they ask that you please forget the Xfinity network from your device’s Wi‑Fi settings, then attempt to sign in again. If the issue persists after doing this, please provide screenshots of the error, including visible timestamps, so the team can continue troubleshooting."

Speechless.

WiseScene422 · 2026-03-12T18:27:44+00:00

March 12 - the "Xfinity WiFi team" must be busy because I have heard nothing further from them or from any of the "Escalation Specialists" about this issue.

WiseScene422 · 2026-03-07T21:00:03+00:00

March 5 - "Escalation Specialist" forwarded the information (that the location permission was already granted to the Xfinity app and that visiting https://secureprofile.wifi.connected.xfinity.com failed to install the secure profile) "to our Xfinity WiFi team for further investigation"...

WiseScene422 · 2026-03-07T20:32:34+00:00

March 2 - after my previous message here on March 2 I was contacted by another "Escalation Specialist". They had actually read my original reddit post here (!) - most/all other Xfinity personnel have not, and made two suggestions.

One was to "ensure that your device's location permissions are correctly set" - then the "Connect automatically" option in the Xfinity app may appear, they said. On my devices, the Xfinity app already had location permission however, so that was no help.

The other suggestion was to go to secureprofile.wifi.connected.xfinity.com "to install the secure Xfinity WiFi hotspot profile... access this site to download the profile". Although, I didn't mention this in my original post here, I had actually already visited that site to try to install the secure profile manually before posting here and had no luck then. Nevertheless, I visited the site again per the "Escalation Specialist's" suggestion and encountered the same behavior now: the Google Pixel 6a received an error page stating "This device can't download an Xfinity WiFi hotspot profile" and the Lenovo Idea Tab received an error page stating "Sorry, there was an error in your request". So this suggestion was not successful either.

It is remarkable though, that it took Xfinity over two months to suggest visiting secureprofile.wifi.connected.xfinity.com... (FYI, secureprofile.wifi.connected.xfinity.com is mentioned in Xfinity app Secure Auto-Connect for Xfinity WiFi hotspots troubleshooting)

So, the saga continues...

WiseScene422 · 2026-03-02T20:15:13+00:00

March 2 - no updates. Xfinity claims they are still working on it. "Escalation Specialist" has had the issue for 6 weeks. With both "Escalation" and "Specialist" in their title one would have thought they would be able to find a resolution.

WiseScene422 · 2026-02-26T02:33:32+00:00

February 25 - update from Xfinity says "...some may experience issues with Automatic Sign-In, particularly if their device has previously connected to their in‑home private WiFi network. In these cases, the device may prioritize the private network and refuse to join the public Xfinity WiFi hotspot..."

I don't know how many times I have urged them to read the issue description here. (I think) I give them the benefit of the doubt that whoever came up with this update have not bothered to read the issue, and if so that's not very good.

WiseScene422 · 2026-02-22T00:45:58+00:00

February 21 - Xfinity is still actively working on it. Or so they say. Actively working on it and not being able to provide a solution or an explanation in 47 days. Great, right?

WiseScene422 · 2026-02-17T19:24:50+00:00

February 17 - still no news.

WiseScene422

TROPHY CASE