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user_sugfrj
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3 Messages

Tuesday, December 5th, 2023 1:56 AM

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2.5 ghz Network Not Working

A few months ago, I started noticing my 2.5 ghz network was going in and out. Last week, it went out, and it is not even popping up in any device settings anymore. 

I have a number of devices that only run on 2.5ghz, so it is crucial that it is a separate network from my 5ghz.

I have been trying to work this through with support, but I can’t get the chat bot in the app to give me a support number. Although, based on prior experiences, I doubt that would do much to help. 

How do I make it so my 2.5 ghz is separate from my 5 ghz network?

Question

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Updated 

1 year ago

243

1

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

1 year ago

Good evening @user_sugfrj, and thank you for reaching out on our Community Forums, we're sorry to hear that your 2.5 ghz network started going in and out and that you are having trouble separating your 2.5 ghz from your 5 ghz network. To confirm, you are you using an XFINITY gateway or a third party modem? 

 

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user_sugfrj

3 Messages

I’m using an Arris modem/router combo. 

1 year ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Thank you for confirming that you are using an Arris modem/router combo @user_sugfrj. Have you tried changing it using the XFINITY app? Are you able to try the steps below:

 

 

  1. Open the Xfinity app and sign in with your Xfinity ID and password.
  2. Go to the WiFi tab.
  3. Select Wifi Details.
  4. Select Edit WiFi settings.
  5. Select 2.4 and 5 GHz WiFi.
  6. Select Edit next to the WiFi band you want to update.
  7. Select the new WiFi Mode and/or Channel setting.
  8. Select Save to save your new settings

Please let us know if this helps! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_sugfrj

3 Messages

WiFi details doesn’t show as an option on the xfinity app. The only options on the WiFi tab are to restart the modem, Xfinity WiFi hotspots, test the speed, and internet troubleshooting, which leads me to the chat bot. 

Can you please advise? 

Thank you! 

1 year ago

0

flatlander3

Problem Solver

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1.5K Messages

@user_sugfrj​  Arris makes a bunch of gateways, different functionality.  Look up the model number on Arris support:  https://arris.my.salesforce-sites.com/consumers/ConsumerProductSupport 

I don't know if the app is going to work with that one or not.  Try connecting to the local admin interface, and see if you got any radio control. 

If a firmware update failed, try a factory reset (also in the manual).  See if your radio comes back on it's own, or log back in and see if the options changed.    

1 year ago

0

XfinityJohnG

Official Employee

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1.6K Messages

Thank you for reaching out here @user_sugfrj. If you are using one of our next generation modems, XB6 or higher, 

  • Most of these gateways have been upgraded with software that manages advanced WiFi settings automatically to help optimize your home network and provide the best performance possible.
  • Advanced WiFi settings for gateways with this software enhancement are not visible and cannot be managed from the Admin Tool or Xfinity xFi. If you don't see the 2.4 and 5 GHz WiFi channel settings (i.e., WiFi Mode, Channel Selection and Channel Mode), it means that these settings are being managed automatically to help optimize your home network and provide the best performance possible.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

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