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sw326
1st Topic

3 Messages

Saturday, March 1st, 2025 12:09 AM

HP ENVY 5300 Will Not Connect to New White Gateway

Hello, I just got a new Xfinity Gateway on Tuesday and since then, I cannot get my printer to connect to my WiFi. It is on the 2.4 Ghz band and have reset it and restarted it. All my other items in my home have re-connected with no issue. Can you please assist? It looks like this is a known issue from others posting in the forum so wondering if there is a fix out there or if I have to get a differently-branded printer for it to work wirelessly.

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Updated 

1 month ago

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XfinityVianney

Official Employee

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2.1K Messages

1 month ago

 

sw326. thank you for reaching out and creating a new post. I hope you are doing great today, besides the issues with the printer. I see you have it connected to the 2.4 GHz network, but it's not connecting as expected.
 
The Xfinity Gateway will recommend band steering, which includes sharing the network name and password for both the 2.4 GHz and 5 GHz. By doing this, the gateway will connect the device to a certain band depending on traffic or its location to the modem. When this is done, however, it can cause some hiccups with smaller devices like printers that need a dedicated band because of the chance of it switching. Did you set up both 2.4 GHz and 5Ghz with the same name/password? 

 

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sw326

3 Messages

Yes, the name of my WiFi and password are the same for both bands. I went into the gateway and added it as an allowed MAC address and it still won’t connect.

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1 month ago

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XfinityVianney

Official Employee

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2.1K Messages

1 month ago

 

sw326, I appreciate you confirming. That can cause trouble with devices, like some printers, that need a dedicated band. Have you tried to "split" the band by using a different network name for both the 2.4 GHz and 5 GHz? 

 

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sw326

3 Messages

No. I fixed my issue from more research by dropping my security mode to WPA2 from WPA3. Apparently that is what can cause small devices from connecting.

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1 month ago

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XfinityBillie

Official Employee

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3.2K Messages

 

sw326 We appreciate you providing us an update and how you were able to resolve the printer connection by changing the security mode. We do appreciate your time in reaching out to us here on our Xfinity Forums and I hope you have a fantastic week!

 

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1 month ago

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