Unable to connect to any Spectrum out of the home mobile hotspots (access points) with any device

Karenjp

I am a Spectrum customer.  I have had Spectrum Internet & Cable for years. I recently changed my mobile service from ATT to Spectrum.  I am supposed to be able to access Spectrum's public WiFi hotspots by entering my Spectrum user name & password.  BUT I cannot connect to any Spectrum mobile hotspots with any of my devices (iPhone, iPad, MacBook, windows laptop and smart tv).  When I enter my username & password and click “join”, it just sits there.  (I am 100% certain that I am using the correct credentials. I can get into spectrum.net, the spectrum app, and my webmail using that same username and password.  I can certainly get in to pay my bill using those credentials  I can also connect to any other available network without any issues. The problem is ONLY with the spectrum mobile hotspots. 

This happens EVERY time, and it happens at EVERY Spectrum hotspot I try.  I have tried to connect to more than 10 different hotspots in different Louisville areas, all with the same result.  I live 1600 feet from an access point. I can see it from my living room window so my location is not the problem.  I cannot connect with any device so it’s obvious that it’s somewhere in my account or like another person said something needs to be done to my modem in my home. 

I read on Reddit from another person who could not connect to Spectrum mobile hotspots:

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“For anyone else who has this problem, the issue (in my case) was that my modem at home needed to be reprovisioned. If you're thinking, 'why my home modem when the problem is connecting to Spectrum hotspots' you're not alone. I was confused by this as well. But, apparently when you try to connect to a Spectrum hotspot it authenticates you (your account) by talking to your home modem.

To quote the Spectrum rep on this: "When you authenticate at a HotSpot, the "permission" to access the HotSpot is tied to codes on your modem. If the codes are wrong or missing, then you cannot connect.”

Anyway, they remotely reprovisioned my home modem and boom, I can now login to Spectrum hotspots.”

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I've reached out to tech support multiple times but they have proven useless. They have had me reset my network settings 4 or 5 times and that has not helped at all. Does anyone have any suggestions on how I can get them to do something to my account or modem so I can access a spectrum mobile hotspot?

James_M

Hi & welcome!

Does this happen at one particular HotSpot near you, or at all HotSpots?

James_M

Are you using the same device? If you are using the same device, it may be trying to connect using the AT&T credentials. Please try clearing the cache and app history and try again. If the issue continues, please try changing the password used to access your account. Changing the password forces our system to re-authenicate your permissions and usually resolves most issues. Let us know how it goes.

Thanks!

James_M

I would suggest clearing the app cache and history first, then try to connect again, in case that resolves the issue.

Yes, the password you use for spectrum.net would be the same credentials used to access the app.

James_M

Thanks for the additional information. Since a ticket has been opened already, I'm going to defer to the mobile team for follow up. UCM tickets can take up to 72 hours, so if you do not hear back with a resolution by the end of the day tomorrow, please let us know.

James_M

I am a Spectrum customer.  I have had Spectrum Internet & Cable for years. I recently changed my mobile service from ATT to Spectrum.  I am supposed to be able to access Spectrum's public WiFi hotspots by entering my Spectrum user name & password.  BUT I cannot connect to any Spectrum mobile hotspots with any of my devices (iPhone, iPad, MacBook, windows laptop and smart tv).  When I enter my username & password and click “join”, it just sits there.  (I am 100% certain that I am using the correct credentials. I can get into spectrum.net, the spectrum app, and my webmail using that same username and password.  I can certainly get in to pay my bill using those credentials  I can also connect to any other available network without any issues. The problem is ONLY with the spectrum mobile hotspots. 

This happens EVERY time, and it happens at EVERY Spectrum hotspot I try.  I have tried to connect to more than 10 different hotspots in different Louisville areas, all with the same result.  I live 1600 feet from an access point. I can see it from my living room window so my location is not the problem.  I cannot connect with any device so it’s obvious that it’s somewhere in my account or like another person said something needs to be done to my modem in my home. 

Hi again,

SCI tickets are a single customer issue ticket that typically have a 72 hour turn around time. I was able to locate your account using your registration information and I have a couple follow up questions for clarification. In your original post, you included your smart tv as a device that cannot connect and you also mentioned that your home WiFi connects without issue. You also mentioned that there is a HotSpot near you (1600 feet away) and you can see it from your living room. I was able to our HotSpot map to locate the WiFi location you mentioned.

Are you trying to connect to the hotspot that is 1600 feet away from your home while you are located at your home?

Thanks!

James_M

Since you still have a ticket open for this issue, we would need to defer to escalation team handling the ticket in order to avoid a duplication of efforts. Unfortunately, it appears that there is still no ETA on the issue to be addressed.