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Cant connect wifi. Xfinity prepaid

Customer Question
Cant connect wifi Technician's...

Cant connect wifi

Technician's Assistant: Is there a particular streaming service you're trying to connect to (e.g. Netflix or YouTube)?

Xfinity prepaid

Technician's Assistant: How is your internet connection? Have you tried unplugging your modem and router, then plugging them back in?

Yes

Submitted: 6 months ago.Category: TV
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Answered in 4 minutes by:
12/20/2017
TV Technician: Suhasini Velu,
 replied 6 months ago
Suhasini Velu
Category: TV
Satisfied Customers: 640
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Customer reply replied 6 months ago
ok
TV Technician: Suhasini Velu,
 replied 6 months ago

Before proceeding further, I would like to ask a few questions to resolve this issue as quick as possible.

Let me make sure I understood your question correctly. Your internet service is provided by xfinity but you cannot connect to wifi on any of your devices, am I correct?

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Customer reply replied 6 months ago
just my Vizio DTV
TV Technician: Suhasini Velu,
 replied 6 months ago

Thank you for that information. So the other devices are connecting just fine with the wifi, am I right?

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Customer reply replied 6 months ago
there is a wifi icon but the lock icon is locked
TV Technician: Suhasini Velu,
 replied 6 months ago

When you click and connect to your wifi on the TV, does it ask you for a password?

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Customer reply replied 6 months ago
I enter the password ***** tells me try again
TV Technician: Suhasini Velu,
 replied 6 months ago

May I know whether it gives you any specific error messages like "Can't connect","Unable to connect","Incorrect password","Authentication problem"?

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Customer reply replied 6 months ago
unable to connect
TV Technician: Suhasini Velu,
 replied 6 months ago

May I know since when you are facing this issue? And could you help me with the approximate distance from the router to the TV?

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Customer reply replied 6 months ago
on the side
TV Technician: Suhasini Velu,
 replied 6 months ago

May I know what is the exact make and model of your router?

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Customer reply replied 6 months ago
Arris TG862
TV Technician: Suhasini Velu,
 replied 6 months ago

Thank you for that information. have you tried a reset on the TV?

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TV Technician: Suhasini Velu,
 replied 6 months ago

Are you sure that the password ***** you type is correct? Do you use a personalized password ***** the password ***** came with the router?

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