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"Unable to Connect" error message with out-of-home WiFi

s3monkey3717s3monkey3717 Posts: 7 Spectator
edited February 28 in Connectivity Jan 31, 2023

I spoke to several reps who have not been able to help. I've downloaded the security profile, yet receive this on EVERY Spectrum Free Trial WiFi I try to log on to. A reddit user said they got help when they posted here and were told they needed to reprovisioned my home modem remotely. Can anyone help? Thanks

Replies

  • Lyn_TLyn_T Posts: 84 Moderator
    Feb 01, 2023

    Good evening @s3monkey3717 Welcome to our Community Forums!

    I am very sorry you are experiencing an issue using our Free WiFi hot spots. Thank you for letting us know. I can help with this. Are you trying to connect using our Mobile Services or another device? -Lyn

  • CHLee123CHLee123 Posts: 4 Spectator
    Feb 01, 2023

    @Lyn_T

    I have the same issue too, can you help me as well?

    Reference: Unable to Login to Spectrum "Out-of-Home" Public WiFi Hotspots - "Unable to Connect" Error : Spectrum (reddit.com)


    I am the Spectrum Home Internet user, I have tried many spots, all result unable to connect. The same spot I used to connect using a friend's spectrum account successfully, but not my own account.

  • William_MWilliam_M Posts: 558 Moderator
    Feb 01, 2023

    Hi @CHLee123, welcome to our community!

    I see that user mentioned a modem reprovision corrected the issue. I was able to locate your account and have sent a reprovision request to the modem, I'm sorry if that disrupted anything. I hope that helps you as well!

  • William_MWilliam_M Posts: 558 Moderator
    Feb 01, 2023

    @s3monkey3717 I have done the same for yours as well.

  • CHLee123CHLee123 Posts: 4 Spectator
    edited February 1 Feb 01, 2023

    @William_M

    Thanks for the that, but still not able to connect. I believe this is very common issue, can you bring up this issue internally with the team see if anybody can have experience solving it.

    I have being trying to solve this problem for almost a week now. Contact online support, the mobile team and internet team just transferring me to each other. Went to retail store, they don't know.

    Can you guys just provide me an account that I can use for out of home wifi instead of solving the problem I have with my account?

  • James_MJames_M Posts: 3,942 ADMIN
    Feb 01, 2023

    @CHLee123

    The Reddit post you referenced is about 5 months old, and one of the issues is that while the symptoms may be similar, the cause is typically different. We are not seeing a widespread issue of users unable to connect to WiFi hotspots, so this is likely an individual issue.

    A couple follow up questions, what device are you using to connect and when did you create the profile you are using to attempt to connect?

  • CHLee123CHLee123 Posts: 4 Spectator
    Feb 01, 2023

    @James_M

    I am trying to connect to my iPhone 11(was able to connect with a friends account like two months back in the same spot), I created the profile like one month ago, got the home internet installed like two weeks ago.

  • s3monkey3717s3monkey3717 Posts: 7 Spectator
    Feb 01, 2023

    Yes, I am using an iPhone as well. Downloaded the security profile, even though it is very difficult to find!

    Thank you - I will recheck. However, I am having trouble getting the Spectrum Wifi to pop up on my phone now to even check. Can I type it in manually?

  • James_MJames_M Posts: 3,942 ADMIN
    Feb 01, 2023

    Thanks. Sounds like the issue is that the iPhone is probably trying to connect with the old credentials. You would need to clear the settings and try reconnecting with the new credential profile. that was recently created I've included a link to Apple Support that outlines the steps. If you are still unable to connect, please try connecting with a different device to test that your credentials are working.

  • James_MJames_M Posts: 3,942 ADMIN
    Feb 01, 2023

    @s3monkey3717 wrote:

    Thank you - I will recheck. However, I am having trouble getting the Spectrum Wifi to pop up on my phone now to even check. Can I type it in manually?

    Yes, you can join the WiFi netwrk manually.

  • s3monkey3717s3monkey3717 Posts: 7 Spectator
    Feb 01, 2023

    Hmm...that didn't really address much other than having hot spot as automatic...which I do. My issue is that Spectrum isn't even showing up in my Wifi list. Even when I'm near one according to the maps.

    If there is a new security profile I should be downloading, please link it here. Thanks

  • s3monkey3717s3monkey3717 Posts: 7 Spectator
    Feb 01, 2023

    How do I put it in manually? It asks for the name then password. No username or anything. I tried "Spectrum Free Trial" and my password for my account but that didn't work.

  • James_MJames_M Posts: 3,942 ADMIN
    edited February 1 Feb 01, 2023

    @s3monkey3717

    There are times when HotSpots are deactivated for various reasons, have you also tried contacting HotSpot Support @ 1-888-851-9350?   

  • s3monkey3717s3monkey3717 Posts: 7 Spectator
    Feb 01, 2023

    I've called sooooo many times. Isn't there anyone who I can go to or who can come to my house that knows how to resolve this? I am getting sent in circles.

  • CHLee123CHLee123 Posts: 4 Spectator
    Feb 01, 2023

    @James_M

    I cleared profile and reinstalled and it still did work. Trust me I tried almost everything on my end.

    I have two friends are spectrum user they both gave me their account. When I am using their accounts, switching from one to another, I just simply putting their username and password. No profile needs to be installed or anything.

    The reason is they both discontinued their spectrum service that's why I am getting my own. If this does not work than there is no need for me to keep my spectrum service.

  • James_MJames_M Posts: 3,942 ADMIN
    Feb 01, 2023

    HotSpot support is a specialized group that assists with HotSpot access, they also have access to the tools needed to assist and resolve the issue.

  • James_MJames_M Posts: 3,942 ADMIN
    edited February 1 Feb 01, 2023

    @CHLee123,

    The next step would be to delete and recreate your profile. If you have an "old" profile stored that has been deactivated, it is probably causing an access issue.

  • s3monkey3717s3monkey3717 Posts: 7 Spectator
    Feb 01, 2023

    What is an old profile and how do we delete it? Is there an apple page that addresses this?

  • James_MJames_M Posts: 3,942 ADMIN
    edited February 1 Feb 01, 2023

    @s3monkey3717

    You have a separate issue, we recommend you contact HotSpot support (1-888-851-9350) for further assistance.

  • s3monkey3717s3monkey3717 Posts: 7 Spectator
    Feb 01, 2023

    Thank you - this worked perfectly.

This discussion has been closed.