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user_iiyq0h
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Wednesday, April 2nd, 2025 3:51 AM

HP Printer blocked

I have HP 8620 printer.  It worked wirelessly with xfinity router from last year.  Then we got a new xfinity router (put in by xfinity). And my printer will not connect.  Printer spit out a page explaining problem and says that maybe router has blocked the MAC address and says to go in and enable the printer's address.  HOW DO I DO THAT?  I don't remember ever being told by the Xfinity technician that I had an admin log in ID or password.  This must be a common problem!!!  It is enough to leave and go to ATT.  Have spent hours trying to figure it out.  

Question

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Updated 

15 days ago

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XfinityMarcos

Official Employee

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2.4K Messages

3 months ago

Hi user_iiyq0h, thank you for reaching out and sharing that connection problem with your printer. I'll do all that I can to help get your device connected. Do you happen to know what Xfinity Gateway (router) you recently installed? You can see the device model listed on the device. Also, do you know if your printer requires a specific Wi-Fi channel to connect to? 

 

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an80sreaganite

Visitor

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1 Message

2 months ago

I have this same issue.  I assume it's because my HP Officejet Pro 8630 works on 2.4GHz network and my new router runs on 5Ghz & 6GHz network. 

The printer says it is connected to the router (2.4Ghz)  However, my computer is connected 5GHz and will not allow me to print.  How do I resolve this issue? 

I tried manually adding the MAC Address in the 2.4GHz SSID, it didn't help. 

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XfinityRichard

Official Employee

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2K Messages

Hi there, @an80sreaganite ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are having connecting our printer Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Here's the detailed steps to direct message us:
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

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2 months ago

0

EG

Expert

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111.1K Messages

2 months ago

@an80sreaganite @XfinityRichard 

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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SanCisco

Visitor

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2 Messages

15 days ago

Hi, Xfinity folks.  So, what's the solution?  I have the exact same problem.  Thanks.

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NoNoBadPuppy

Problem Solver

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656 Messages

15 days ago

HP has a very good app on their website called HP Smart.  It allows you to automatically find and attach wireless printers. It also allows you to manually do so using the IP address of the printer (this option is recommended if you set the printer up to have a static IP address).  The bands being combined is not your issue (I have the same printer on a triband one name system).  It is not WPA3, as I have that set as my security. Set the printer back to factory defaults, load the app, and let it do it's thing.  

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