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user_trto2u
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3 Messages

Sunday, April 20th, 2025

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Cannot connect any device to my 5ghz wifi channel

I realized all my devices were connected to the 2.4ghz channel of my XB7 modem. I used the xfinity app to split the channels, and attempted to connect a phone and laptop to the 5ghz signal. Neither was able to connect to the 5ghz network, but the 2.4ghz network still worked as normal. I need the 5ghz channel to use a Meta Quest 2 device, so I need help getting that channel working. The Xfinity Assistant cannot even understand the problem, much less troubleshoot it. I need to speak to a real technician.

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24 days ago

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XfinityThomasB

Official Employee

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2.3K Messages

6 months ago

Howdy user_trto2u. Sounds like the band steering is driving the devices to the most optimal pairing channel based on range and transmission interference. You can turn off the band steering feature. 
 
Here's a more detailed breakdown:
    1. Open the Xfinity app: Sign in with your Xfinity ID and password. 
       
    2. Access WiFi settings: Tap the "Connect" icon, then "See Network," and then the pencil icon next to your network name. 
       
    3. Split the bands: Check the box to "Use different names for 2.4 and 5 GHz WiFi". 
       
    4. Customize band names: Give each band a unique name (e.g., "MyNetwork2G" and "MyNetwork5G"). 
       
  • Save changes: Tap "Save" to apply the changes. 

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user_trto2u

Visitor

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3 Messages

6 months ago

Yes, that is the first thing that I did and nothing can connect to the 5g network, only the 2.4g network.

2

user_p4gv8p

Visitor

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6 Messages

Try to manually change your channel either lower or higher band and select WPA 2 and 3 as well as your password.   Some devices are better on lower, and some on higher bands (channels 30 to 180 generally for 5ghz).   Some deveices also do not handshake correctly with WPA 3 and may need the older and less secure WPA2 encryption.

6 months ago

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XfinityJon

Official Employee

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656 Messages

Good evening user_trto2u appreciate the troubleshooting you have attempted so far. If you are still not able to connect to the 5 ghz channel we can try and do some additional troubleshooting. We would just need some additional information. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

 

To send a "Direct Message" to Xfinity Support:

 

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  • An "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window and press Enter to send it.

 

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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.
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6 months ago

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EG

Expert

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113.9K Messages

6 months ago

@user_trto2u @XfinityJon 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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Kingosaurus

Visitor

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1 Message

24 days ago

I am having the exact same problem and tech support was useless. I spent near 2 hours with them and they barely understood the problem.  I was told that updates were uploaded to the modem and that it would work in one hour. They were just trying to get rid of me because nothing worked.

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EG

Expert

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113.9K Messages

24 days ago

@Kingosaurus 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 5-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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