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Cannot connect to Spectrum Mobile Access Point
raul1237 Posts: 11 Participant
edited May 11 in Suggestions & Feedback May 10, 2023
I was talking to two tech support reps today but I got disconnected both times before resolution.
My issue: Cannot connect to Spectrum Mobile Access Point. (There is another recent string on this site with the same question, but it's closed without solution.)
Both tech reps went through comprehensive trouble-shooting protocols without success. See screenshots below.
The first shows that Spectrum Mobile is an available network. The second is the screen that comes up when trying to access that network. I was able to access Spectrum Mobile wifi since I got the phone a couple months ago (even at home) but suddenly a few days ago I cannot connect. Tried at several places with same result. All other phone functions are fine.
Welcome to our community! I'm sorry to hear about the issues connecting to the Mobile Access Points. Have you already tried forgetting the network and trying to reconnect to it?
Thank you Renee. I cannot get an option to forget that network. Tapping Spectrum Mobile goes only to the screen shown above. "Advanced settings/manage networks/saved networks" does not show Spectrum Mobile. I reset network settings without success and also turned off/on the phone w/o success.
Thanks! What device are you using?
Samsung Galaxy A14 5G SM-A146U hardware version REV1.0 Android Version 13. Bought from Spectrum. Was all good until four days ago. All other functions fine.
Thanks. Just to confirm, when you say "all was good", you mean that you could connect to the Spectrum Mobile, correct? Are you having this issue with a specific access point? Have you tried other access points in the area? Is there any other troubleshooting you have tried?
Thanks James. Phone received and activated 3/6/23. Spectrum Mobile HotSpot connected to my home wifi immediately, also fine at three other HotSpots I tried. On 5/8/23 I got the screen shown above. Since then, actions I took without success: Turned phone off/on. Reset network connections. Reset router. Updated Samsung software. Chatted with Spectrum (suggested I replace my router but I did not do that as the router works for other devices and phone fails at other HotSpots as well.) Talked to SpectrumMobile techs (Via Spectrum landline VOIP. Went through their trouble-shooting script but got disconnected before solution and they didn't call me back.) Tried three other HotSpots that previously worked.
Thanks. We are limited in the support we can provide for HotSpots and it sounds like there may be an issue with the individual HotSpots. For further assistance with this issue, we suggest that you contact HotSpot support directly at 1-888-851-9350. They are a separate tem that can can assist with access issues.
Let us know if they are able to provide a solution or explanation.
I called that number and explained to rep (Giselle) my issue. She said she could not help me over the phone. She said she would need to see the screen that I was getting. I asked her to look at this site discussion 6and she would see it. She said she was not allowed to do that. She said I need to go into a Spectrum store for help. I explained that I had done that but the store rep told me he could not help and I would need to call Spectrum for help. Classic. Spectrum HotSpot is a feature which I appreciated and was a factor in choosing Spectrum over other cell providers. I am disappointed and will consider my options.
Install the My Spectrum app, enable Spectrum Wi-Fi Auto-Connect, uninstall any other WiFi connection management apps installed on your device (these apps can interfere with Spectrum Mobile WiFi auto-connect), enable location services, et c.
Thanks HT. I had previously visited the site you linked. My Spectrum app is installed. I had Google wi-fi Provisioner so I disabled it (no uninstall option.) Spectrum Wi-Fi auto-connect is enabled. Location is enabled. I have followed all the trouble-shooting instructions. My account is in good standing. No joy.
Today I went back to Spectrum Store. Different rep helped me. Spent an hour with me and manager stepped in and both tried all kinds of stuff with my phone and on their system. No joy. Said they cannot fix it and gave me the tech number 888-892-2253. Latoya seemed helpful and actually looked at the screen shot on this forum and said she reset something and I re-tried. No joy. Then I was disconnected. I am at a loss.
Did you find out how any of their Android demo phones as well as your own are working with the Spectrum Mobile Wi-Fi right there? Were they able to verify that everything is reading correctly from the SIM?
Thanks HT. The store reps tried my phone on their Spectrum Mobile wifi with same result as I got (the screen shown above) and they confirmed their own phones were working on the store's Spectrum Mobile wifi. Did not try demo phones. I do not know if they did anything from the SIM. They were pushing lots of buttons on my phone as well as their terminal and I'm not savvy enough to know what they were doing. The store manager had told me to call him if tech support did not help--I left a voicemail and hope he will pursue this.
I’d try to establish whether the problem is common with other Spectrum Mobile-connected phones around there that are running e.g Android 11 or later. Only if you can establish, on the other hand, that the problem is rather unique to your phone, then i’d try to re-up the SIM readology and whatnot else i.e. disable the auto-connect thing, sign out of the My Spectrum app, shut down the phone, extract the SIM, buff up the SIM contacts (e.g. with a clean dry brush like a toothbrush and then again with a cotton swab dampened with some rubbing alcohol and then again with a dry one) and then re-seat the SIM, boot up the phone, sign back in to the My Spectrum app, re-enable the auto-connect thing and see what happens from there. But that’s just me. Find out what the store manager thinks about that idea.
Thanks HT. I'll include that if/when I talk to the manager again. I felt like he really wanted to help.
Update: Manager had suggested I try my other wifi devices on the Spectrum Mobile network that shows up as available wifi networks. I tried and none connect to it. He suggested I get a new router. I got a new router at the store and activated it. Exactly the same symptoms (my cell phone and other devices cannot connect to any Spectrum Mobile Access Point.) Question: The new router has a different MAC and password, as expected. But my wifi devices still recognize it as the old MAC and password. I did not have to reset any of my wifi devices to use the new router.
I don't think that being a Spectrum Mobile subscriber makes all of your devices be Spectrum Mobile-connected and i do think the Spectrum Wi-Fi network specifically named "Spectrum Mobile" is only for Spectrum Mobile-connected devices. If the subject device is Spectrum Mobile-connected and you can establish that other Spectrum Mobile-connected devices around there, that are running the same version of Andoid as yours, are able to connect to Spectrum Mobile Wi-Fi while yours isn't, then i'd go to the store and see if they can re-seat the SIM and re-up the SIM activation or, if needs be, replace the SIM.
Thanks HT. I'll consider that.