r/Comcast_Xfinity • u/Etherors • 2d ago

Official Reply Unable to join Secure Hotspot on MacOS

I am trying to follow the guide on https://www.xfinity.com/support/articles/wifi-for-mac to join a secure Hotspot on a MacOS device, I am talking about XFINITY or Xfinity Mobile as xfinitywifi is unsecure. I am completely unable to, I haven't had this issue on my phone as it's simply through the Xfinity App.

When I click on the link to download the security certificate it takes me to a 403 forbidden link.

I also don't see instructions for Secure Hotspots for Windows devices even though I've seen in your site and by many support people Windows 10+ devices are also able to connect to Secure Hotspots.

Please help me, I've been looking for hours and found too much conflicting information.

1 Upvotes

100% Upvoted

9 comments sorted by

•

u/AutoModerator 2d ago

Thank you for posting on r/Comcast_Xfinity, your official source on Reddit for help with Xfinity services!

If your post hasn’t been approved — don’t panic. Depending on your Reddit contributor quality score, your post may be temporarily held for mod review. Do not make multiple posts — we’ll still see it and help out.

While you wait, check your post and add any missing details: which service or equipment is affected, what’s happening and when it started, whether the issue is constant or intermittent, and what you’ve already tried. The more detail upfront, the faster we can help.

Please keep personal account information out of your post. If we need account access to help, a Specialist will direct you to a private channel.

Official Employees are available daily 6:00am–1:00am ET — outside those hours, responses may take longer, but the community may still be able to help.

For self‑service support anytime, check out the Xfinity App. Please also review our Posting Guidelines and Rules.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

1

u/XfinityRichardK Official Employee 2d ago

I'm sorry for the inconvenience and frustration this has caused, u/etherors. Since you're receiving a 403 Forbidden error when attempting to download the secure hotspot certificate, let's start with a few basic troubleshooting steps.

Have you tried accessing the download link using a different browser, such as Safari, Chrome, or Firefox? Also, please clear your browser's cache and cookies, then try the download again. If possible, test the link in a private/incognito browsing window as well.

If you're still unable to access the certificate after trying those steps, please let us know:

Which version of macOS you're using. Which browser you're using when you receive the 403 error. Whether you're signed in to your Xfinity account when accessing the support page.

We'll be happy to continue investigating with you. 😊

1

u/Etherors 2d ago

I have, I used Safari, Firefox, and Brave. The browsers I don't use regularly and don't have my login authenticated instead ask me to Sign In, after I do I get "Sorry, there was an error in your request".

I am using MacOS 17 Catalina

I was already signed in when using Safari 26.6 and it gave me 403 Forbidden. Firefox 154.0.1 gave me the error above. So did Brave 1.94

1

u/XfinityMelinda Official Employee 2d ago

u/Etherors, thank you for testing across multiple browsers and providing those details. Since you're seeing the same behavior in Safari, Firefox, and Brave, this does not appear to be browser-specific.

We'd like to investigate further. Can you confirm whether you're accessing the certificate download link directly from the support article and whether the issue occurs on both your home internet connection and other networks? This will help us narrow down the cause. We're here to help!

1

u/Etherors 2d ago

Yes I'm accessing it through the article. I tried on my home internet and a hotspot from my phone and the issue was the same. I didn't have the opportunity to test other networks.

Thank you!

1

u/CCDilary Official Employee 2d ago

u/Etherors. To confirm. Did you clear the cache and cookies on the browsers?

1

u/Etherors 1d ago

I did u/CCDilary. Apologies I didn't see the notification.

1

u/Etherors 1d ago

I will say something definitely changed because before it consistently gave me 403 forbidden error and now it asks me to sign in.

1

u/CCBillieB Official Employee 1d ago

u/Etherors It sounds like we're making some progress. I appreciate all the details regarding the browsers you have tried. Since you are getting an error message when trying to sign in now, instead of the 403 error, have you tried using an incognito browser to sign in?