How can I get an xfinitywifi hotspot to resume broadcasting wifi on 2.4 GHz

Finally I have found someone experiencing and explaining EXACTLY what has occurred to me in the last 2 weeks, only, this is happening to my xfinitiywifi SSID being broadcast from my home router. Both xfinitywifi and XFINITY can only be connected to via 5Ghz devices. Devices that are 2.4Ghz can not even see these SSID's to connect to them. VERY frustrating.

An update:

Eight days ago I had gotten through to Comcast tech support covering Hotspots. After 30 minutes of telling me to reboot my device (and similar not particularly relevant instructions) they told me that they would escalate the issue and I would hear back within 72 hours. As you might imagine I never heard from them again, and the issue was not corrected.

I called again the day before yesterday and after another round of not relevant instructions they connected me with the next level of tech support. That produced another round of information that was no more helpful, but more bizarre. Things like "Wifi Hotspots don't operate on 2.4 GHz or 5 GHz". And "There is no Hotspot at the address I gave them (and none within a kilometer)"....when their own Hotspot app shows probably 50 and possibly as many as 100 within that range (I am in a fairly highly developed commercial/surburban area). The tech seemed confounded by the possibility that their not being able to see these Hotspots might be a symptom of a technical issue. So, finally they agreed to shift me to their supervisor.

The supervisor started with the same irrelevant instructions and information as the others, but I was able to focus the discussion on their inability to see and connect with the Hotspots in that area, and that being a symptom of a technical problem on their end. They agreed to escalate the issue and told me that I'd get a call in 24 to 72 hours with a resolution. This time I asked for an incident number or something to which I could refer in the event that I was not called back. Her first response was that she could not do that, and how could I believe that they might not respond as promised (my condensation of many more words by her). I told her about the lack of callback from the week prior, and she became able to give me a ticket number. So far no callback after ca. 48 hrs.

Hi @bkspero1, and thank you for sharing your experience here on the Xfinity Forum. I can understand why this would be frustrating and want to offer more assistance. If you are using a public hotspot or a hotspot being broadcasted from another customer or businesses' modem, then, no, there is no way we can make the changes that will allow your device(s) to connect to that customer or businesses hotspot. If you're a Comcast customer using one of our Gateway's, then you would have the ability to Change the WiFi Channel in Xfinity xFi, so you could see and edit the 2.4 and 5 GHz WiFi channel settings. There's also an option to Change the WiFi Channel in the Admin Tool. Does that help? 

As I explained earlier in this thread, I am not trying to access a hotspot eminating from either another customer or a business.  The hotspot is located on a utility pole outside in the open, and no customer or business within a quarter mile has Comcast internet service (they all use Verizon).

I do not understand the distinction between a public hotspot and a Comcast Gateway, so I can't address which of those I am using. As I wrote, the address listed on the Xfinity Hotspot app is 99 Airpark Road, Princeton, NJ 08540 (this in not where I have my xfinity internet service).  I have attached a screenshot from the app showing the hotspot and its address.  I have also attached a screenshot of details about the hotspot from the app where it confirms that the hotspot is located outdoors, not inside a customer's or business' facility.

Prior to a few weeks ago this hotspot had been broadcasting xfinitywifi on both 2.4 GHz and 5 GHz.  Then it stopped broadcasting xfinitywifi (or XFINITY) on 2.4 GHz.

So, summarizing, the xfinity hotspot that I had been accessing on 2.4 GHz and would like to access again on 2.4 GHz is not affiliated with any Comcast personal or business customer.  It is located outside in the open and at least a quarter mile from any other location with Comcast internet service.  So it must be under direct Comcast control, as there is no one else to control it.  How can I get Comcast to restore service on 2.4 GHz from this hotspot.

Thanks for your reply bkspero1, and for providing the additional info. We understand how important this hotspot is to you, and being able to use the 2.4Ghz network. We're seeing this hotspot as being located in an Airport and the owner of this hotspot (Commercial) would need to reach out to Comcast for configuration changes. Are you able to connect to this location on the 5Ghz network?

Yes, I can connect on the 5 GHz band if I use my telephone (my tablet, which is the device I need to connect, only operates on 2.4 GHz, so I can't connect with it).

Yes, the hotspot is at an airport, but it is not affiliated with any of the businesses there.  I spoke with all 4 businesses on the aiport and none of them have Comcast service...all use Verizon (the airport, itself, a car rental service, an electrician contractor, and a roofing and gutter contractor).  So it doesn't seem to be affiliated with any Commercial entity.

Thanks for clarifying. Because it is a commercial Hotspot, unfortunately, we can't make any changes to the settings.  I can create and submit a ticket for you to see if the 2.4Ghz band can be enabled. I can't make any promises that any changes can be made, but my team and I can keep in touch with you and keep you updated on a resolution. Is that ok? I'll need to gather some account information to get started. 

Please send a private message including your first and last name and the numbers associated with your service address. To send me a private message, click on "ComcastChe," and then click send a message. 

Same mine just disabled few days ago on 2.4ghz hotspot. Looks like all apartments around me disabled 2.4ghz hotspot from WIFI Scanner only see 5ghz hotspots. My Private 2.4ghz still broadcasting so comcast has disable the 2.4ghz hotspot for some reason. I even tried factory resetting the gateway and turning hotspot features on and off. So now older devices can't use xfinity hotspot unless get 5ghz adapter for them.

Tech support from Comcast have repeatedly insisted to me that they do not have any control over hotspot operation.  That all of them are located in residential  or commercial entities and that the Comcast customer controls if and on what band a hotspot is broadcast.  That doesn't seem to be the case in your situation, as you haven't made any changes to your router and it stopped broadcasting on the 2.4 GHz band on its own (or more likely under Comcast's command).

In my case I know that the hotspot is not affiliated with any entity in the vicinity, as there are no residences within a half mile, and none of the businesses within about a quarter mile are Comcast customers.  The hotspot is on its own located on a utility pole out in a driveway at least 30 ft from the nearest building.

Have you tried posting a new thread on your experience?  Maybe a tech support person will respond and with your information you can at least prove that the change was not made by you.  At that point I would expect them to find another creative excuse to do nothing.  But at least you can try.

Having the same problem with travel router tl-wr902ac.  It will bridge to xfinitywifi 5ghz but cannot get an IP address (all zeros).  It works if I put in a static address, but this is not a solution.  Why can't it get an IP address on 5G?  (It used to get IP addresses on 2.4G).  

My computer can get an IP address on xfinitywifi 5ghz.  Why can't the travel router?

Hi...same problem here at my home.  Used to see Xfinity and xfinitywifi on my phone which only has 2.4 Ghz connection.  Now it's gone. Still visible on tablet which has 5 GHz.

Called Camcast support and got yelled at by some woman, who did not even understand my problem.   Is it possible to restore 2.4 GHz signal on home router?  You said that on public hotspot you could not.  Thanks.

BTW most 2.4 GHz xfinitywifi hotspots in my area seem to be gone.  Looks like deliberate Comcast shutdown of that signal.

They kept telling me that this behavior was not under the control of Comcast, but was controlled by the account holder of the home or business router that was providing the access point.

If the router broadcasting the hotspot is yours (in your home), then you can try accessing its settings to see if somehow 2.4 GHz hotspot broadcast got turned off (maybe in a firmware update).

In my case they acted like the hotspot that I was accessing could not exist because there are no residences or businesses with Comcast service within a half mile of the hotspot location. So I gave up.  I will be looking for other Cable and Internet service when my contract expires.

Yes it's my router and my home. If there was a firmware change, it was done remotely by Comcast. This happened sometime in January. Thought it was temporary at first.

Yours was the first post I found on this subject. Unfortunate, that woman I spoke to at Comcast did not even mention I could change it. Just got an earful of shouts from her.

Will poke around the router again. I have done while back and did not see anything related to hotspot. For my home Wi Fi I have both 2.4 and 5 GHz enabled.