U

Visitor

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10 Messages

Mon, Jun 21, 2021 2:53 AM

laptop does not recognize wifi network

This issue of the new Comcast modem not being compatible with laptops has been going on for over a year. Why does Comcast continue to ignore the issue and make people thing something is wrong with their laptop? I wasted 2 hours on the phone with a woman in the Philippines last night and she could not get my laptop to see my wifi network. I looked up myself and there are literally hundreds of search results from people with the same exact problem. Why doesn't Comcast fix this problem? For what we pay for internet service, I should not have had to go buy a long ethernet cable so I could move my laptop more than 3' away from the tv. I also bought a Nano adapter which allowed my laptop to find my wifi network, but the speed is super slow. Please Comcast, fix this problem that I'm sure you know exists.

Responses

Official Employee

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354 Messages

1 m ago

Hello, @user_b8d106, how's it going? I hope overall your day is going well. I know an internet connection issue does not helps things. I apologize your laptop is not able to recognize your Wi-Fi network. This must be a headache. Wireless issues like this can happen to people for many reasons. I promise we can help iron this out and identify the issue. The first thing I suggest is log into your modem and make sure both your 5.0 GHz network and your 2.4 GHz network are broadcasting. This link can help us get this done. (https://comca.st/3gKGt5k

 

Thanks for giving us a call and for working with our tech support team. We have dedicated teams that are here to do all we can to support you. If you have questions about logging into your modem or need further support, please let us know. You can also send us a peer to peer message by using the chat icon on the top right. Just send your name and service address to "Xfinity Support," so we can assist you further and follow up on your account. 

EG

Expert

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88K Messages

1 m ago

@ComcastJosephB @user_b8d106 

Please post any possible solutions for the issue here in the open 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.

Visitor

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10 Messages

1 m ago

@ComcastJosephB @user_b8d106  The tech was here close to 2 hours. He couldn't access the option to rename the 2 networks so ended up doing a factory reset on the modem and then did set it up as you said Joseph, with separate username and password for each wifi network. Restarted my laptop and nope. The network still not showing up. He could see it on his phone. He said the only other option at this point is for his supervisor to come out as the problem is beyond his ability. He is not an IT person but apparently his boss is. I pray Todd calls me because David gave me no phone number and I would be lost in Comcast automated phone system for the rest of my life. LOL!! Almost kidding. Also I do not text and I wish everyone would stop assuming everyone does. The automated system wants to text info and I kept saying NO but it just doesn't get that some people don't text... Ugh.  I traveled over 1000 miles to my new home and every night had no problem for even one second accessing the wifi at the various hotels for free. Now I"m paying a ton of money for wifi and it's not compatible with my laptop. Do you see why I am so freaking frustrated? Argh. Thank you for trying to help and taking the time to do so. Much appreciated.

Jenna D

Visitor

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10 Messages

1 m ago

I would try what the person in an old thread did, but my wifi settings are locked.

Wi-Fi Mode, Security Mode, Channel Selection, Channel Mode, and Channel Bandwidth are being managed automatically to help optimize your home Wi-Fi network and improve Wi-Fi coverage.


From the old thread:  https://forums.xfinity.com/conversations/your-home-network/laptop-wont-recognize-my-xfinity-wifi-but-my-other-devices-will/602dafffc5375f08cd1ec61f

"Set the channel in the modem/router to 6.

 

After restarting the modem, spending 3.5 hours on the phone with tech support, etc. etc. etc., we finally came across someone saying set the router/modem channel to 6 (Dell doesn't recognize 10 or 11). Instead of having it set to: Detect channel AUTOMATICALLY, we switched it to 6 and the problem was resolved instantly."

Visitor

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1 Message

1 m ago

Try updating the wireless LAN (WiFi) drivers on your laptop.  These should be available on your laptop manufacturer's support site.  This has been successful for several of our company's users that have recently upgraded their home Comcast (Xfinity) modem (router).

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