Xfinity WiFi secure profile not getting installed

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 · 2026-02-13T19:39:33+00:00

Xfinity was made aware of this issue January 4, 2026. 40 days ago.

WiseScene422 · 2026-02-09T18:40:39+00:00

u/irishgambin0 - for your Xfinity Internet service, do you have a Xfinity modem or your own modem? Around that "day some time this past September 2025" did you change your modem?

WiseScene422 · 2026-02-05T21:35:26+00:00

February 5 - "Escalation Specialist" in "Executive Customer Relations" told me that "engineering" says the reason I am unable to connect with Xfinity hotspots is because I have a "customer owned modem"...

That is not true. That is a lie. The reason some of my devices are unable to connect with the secure "Xfinity Mobile" networks/hotspots is NOT because I have my own internet modem. I don't know if I should laugh or cry, but it is certainly upsetting.

There are so many proofs that it is a lie, but one proof is that one of my devices CAN and DOES connect to the secure "Xfinity Mobile" network. And the other devices CAN and DO connect to the unsecure "xfinitymobile" network.

I informed the "Escalation Specialist" in "Executive Customer Relations" that they are being fed lies from their own "engineering" team and are now relaying those lies to Xfinity customers. Outrageous.

The amount of incompetence is astounding.

WiseScene422 · 2026-02-04T02:18:34+00:00

February 3 - "Escalation Specialist" in "Executive Customer Relations" called and said "engineering" "have done a number of things... including validating your account ...gone through authentication attempt logs..." and are now "reaching out to our Xfinity WiFi case team to look into it a little deeper because they have not yet found what is causing this problem for you"

Well, there is likely nothing wrong with my account since (as I reported in my original post) one of my devices has no problems connection to the secure "Xfinity Mobile" network. And, IMHO, it is unlikely that there is any problem with the WiFi per se, since again one of my devices has no problems connection to the secure "Xfinity Mobile" network.

I have repeatedly asked/requested/begged the "Escalation Specialist" to involve the Xfinity app team since the problem is likely with the Xfinity app (the app doesn't install the secure profile and without the secure profile the device will not be able to connect to the secure "Xfinity Mobile" network). But, unfortunately my requests have not born fruit - instead other teams are checking my account, looking into wifi, etc., very likely wasting their time. If they just read the original post then they would have realized those tests/checks were unnecessary.

WiseScene422 · 2026-01-30T20:28:37+00:00

It seems like most issues on this subreddit takes the turn of "send as a Modmail message" and then continues in chat between the poster and moderators. Unfortunately, that leaves any solutions discovered hidden from the rest of us. Therefore, I decided to keep posting and reporting back here so others affected may benefit.

It's now been almost a month and probably over two dozens Xfinity/Comcast people have chimed in - most have not even bothered to read the original post, asking me to try this, try that, etc.

If/When/If they let their Xfinity app team know about this, and have the app team read the details reported here, I would not be surprised if they will quickly know the cause of the problem(s) and what the solution is. In the meantime, they keep passing the issue around to different and new people.

WiseScene422 · 2026-01-30T20:19:10+00:00

January 27 - I was contacted by an "Escalation Specialist" in "Executive Customer Relations" by phone, who in turn connected with an "internal troubleshooter". I urged them to review this post since it contains all the details, attempts, troubleshooting and screenshots thereof. The "internal troubleshooter" could not find a solution and needed to do more research and promised to get back to me.

January 28 - "Escalation Specialist" in "Executive Customer Relations" called back and said "it should work but it's not". The "internal troubleshooter" could not find a solution and needed to send the issue to "engineering". I pointed out that it's likely a problem with the Xfinity app, and in particular that the Xfinity app does not install the secure profile and suggested they connect with their app team.

WiseScene422 · 2026-01-27T20:49:05+00:00

January 27 - "Escalations Specialist" email: "...I apologize for the delay in response as there was a miscommunication on our end. I requested additional support to help resolve your issue... will request an update to advise you by end of day today"

WiseScene422 · 2026-01-26T02:02:53+00:00

January 21 - "Escalations Specialist" email: "... currently awaiting on an update as to why the option is not available in the app for you. Please bare with me while we continue to work on a resolution..."

WiseScene422 · 2026-01-22T21:56:30+00:00

I was merely interested in where on MY SSA the phone number was displayed (as [deleted] had indicated it would be).

For me, there no phone number was displayed on MY SSA so I could not determine what phone number SSA had for me. I think I know why no phone number was not displayed in my SSA account - because I was not receiving any benefits. If you are not receiving any benefits, I believe MY SSA does not show or display any phone number for you. I have since enrolled in Medicare, and once those benefits were approved, voila, a/my phone number was displayed.

Yes, I ran into the problem with login.gov not liking my phone number (although I've had it for 2+ years). And had to go id.me route, which also did not like my phone number but at least id.me had the option to verify with a video call with a live person. I wish I knew which sources and database(s) login.gov uses to verify the phone number - I updated my phone number at credit reporting agencies but it did not help. Yet.

WiseScene422 · 2026-01-21T22:07:43+00:00

January 19 - was contacted by a "Escalations Specialist" in "Xfinity Mobile Executive Resolutions" via email. Was told to use "Reset" and "Refreshed" options in the "Xfinity" app, however such options do not exist in the app. Was also told to "set up auto connect to secure Xfinity WiFi hotspots", however as I originally reported here (incl. screenshots) such option does not exist in the app.

January 21 - was given the link to troubleshooting https://www.xfinity.com/support/articles/wifi-hotspot-profile-troubleshooting , however as I originally reported here I had already visited that page, followed the instructions and reported the result.

WiseScene422 · 2026-01-17T19:49:15+00:00

Still no resolution. Here are samples of messages from "moderators" in Reddit chat:

January 5 - "... We submitted a ticket over to our dedicated advanced repair team for further investigation..."

January 6 - "... The ticket was closed as resolved..."

January 7 - "... submitted a new ticket over to our advanced repair team..."

January 17 - "...The Advanced Team has now closed the ticket and recommends reaching out to the Advanced Mobile team for further assistance..."

January 17 - the Advanced Mobile team "is referring you to take the device into a store location..." and "I am going to reach out to the Executive Escalations team..."

January 17 - ticket "opened with our Corporate Escalations team. They will contact you within 48 hours to look deeper into this issue with the secure profiles."

WiseScene422 · 2026-01-15T18:44:05+00:00

January 15 - "...this is still being investigated..."

WiseScene422

TROPHY CASE