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"Unable to Connect" error message with out-of-home WiFi
s3monkey3717
Posts: 7 Spectator
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
1
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Replies
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
@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.
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!
@s3monkey3717 I have done the same for yours as well.
@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?
@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?
@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.
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?
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.
@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.
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
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.
@s3monkey3717
There are times when HotSpots are deactivated for various reasons, have you also tried contacting HotSpot Support @ 1-888-851-9350?
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.
@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.
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.
@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.
What is an old profile and how do we delete it? Is there an apple page that addresses this?
@s3monkey3717
You have a separate issue, we recommend you contact HotSpot support (1-888-851-9350) for further assistance.
Thank you - this worked perfectly.