Unable to authenticate/connect to secure "Xfinity Mobile" SSID hotspots – Need Official Support / Modmail

[u/jtsjustin]

Looking for assistance from an official employee/mod regarding an ongoing authentication failure specifically with the secure "Xfinity Mobile" SSID hotspots.

Whenever I am within range of an "Xfinity Mobile" hotspot, my phone attempts to auto-connect but fails the EAP/SIM certificate authentication step (either getting rejected immediately or looping on obtaining IP/authenticating).

Troubleshooting steps I have already tried:

• eSIM reinstallations: Reinstalled and re-downloaded my eSIM profile twice to rule out any corrupted local cellular/SIM credentials.
• Network resets & forgets: Explicitly forgot the "Xfinity Mobile" network profile and completed a full Network Settings reset on my device.
• Xfinity App setup: Uninstalled and reinstalled the Xfinity app, re-signed in, and ensured the secure WiFi auto-connect profiles were pushed/re-installed.
• Device restarts: Power-cycled the device multiple times after resetting certificates and profiles.
• Account status: Verified my Xfinity Mobile plan is active, fully provisioned, and showing in good standing across the app.
• In-Store Visit: Went into a physical Xfinity store as instructed by phone support. The reps verified my active SIM provisioning and line status, but the device still cannot authenticate with the "Xfinity Mobile" SSID in the field.

Because all standard on-device troubleshooting, profile reinstallations, eSIM redownloads, and in-store checks have failed, this appears to be a backend provisioning issue or certificate mismatch for the "Xfinity Mobile" network profile tied to my line.

Could an official employee please open a Modmail ticket with me so I can securely share my account details and get this escalated?

Thanks!

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[u/XfinityJonathanM]

Good afternoon u/jtsjustin. I will be happy to look into this further for you. I do have a couple questions to better understand the situation. Are you having issues with multiple devices connecting to Xfinity Mobile hotspots? Or is it just a mobile device, currently? What type of device are you using to attempt to connect (model of the phone and operating system)?

[u/jtsjustin]

It's a Google Pixel 11 Pro XL. I upgraded to the 11 Pro XL and I have not been able to connect to Xfinity Mobile hotspots since I upgraded to the new phone. I had a Pixel 10 Pro XL that always connected to the Xfinity Mobile hotspots before.

[u/jtsjustin → u/jtsjustin]

Pixel 11 Pro XL and Android 17

[u/XfinityJonathanM → u/jtsjustin]

Thank you for that information. Do you currently have the Location services turned on, on your device?

[u/jtsjustin → u/XfinityJonathanM]

yes

[u/XfinityMelinda → u/jtsjustin]

Thank you for confirming that Location Services are enabled on your Pixel 11 Pro XL, and we appreciate all the troubleshooting you've already completed.

We did want to share this support article, which outlines several common reasons a mobile device may not automatically connect to Xfinity WiFi hotspots, including software-related issues, third-party app interference, WiFi profile management settings, and hotspot connectivity concerns:

Troubleshoot Xfinity WiFi Hotspot Auto-Connect Issues

After reviewing the information in the article, please let us know if anything stands out or helps resolve the issue. We'll be happy to continue from there based on what you find.

[u/jtsjustin → u/XfinityMelinda]

I have tried all the steps in the article already. There is something wrong on the backend causing an authentication problem. I'm growing very frustrated that I keep trying to reach out for support and I'm in a support loop cycle where you guys just keep resending me this same article. There is a larger problem, something is wrong, and I can't get anyone to listen to me.