laptop does not recognize wifi network

@ComcastJosephB  This is all very good if it worked as it is supposed to. It does not. I do not have the option under Advanced Settings to select 2.4 and 5 GHz WiFi. I am in process of moving into a new house and having this on top of everything else is just too much. I need tech help, by phone and not some low level person in the Philippines who is reading from a script.  Please help me.

@ComcastJosephB I know what the problem is and the person who I was on the phone with for 2 hours the other night just could not address the problem. My laptop needs the 2.4Ghz network and there is no way for me to disable the 5.whatever one so that my laptop will recognize the wifi connection. From searching and reading various forums I found that when Comcast brought in the new modems tons of people started having this problem with no resolution. I resorted to buying a long ethernet cable to be able to access my wifi connection, but this defeats the purpose of wifi, doesn't it?

That makes sense, that you need to be using your 2.4 GHz network. It's hard to know for sure without seeing your equipment, but it sounds like your bands are combined. If you log into your modem using 10.0.0.1, go over to the Connection tab, and then Wi-Fi. From here you should be able to edit or split the bands.

I agree with you, you should be able to use your Wi-Fi as intended and we will do all we can to get everything working to the quality we all expect. I know this is a hassle while trying to move in. That's a lot of work as it is. At your convenience give this a shot and feel free to send us your account information per the instructions in my last message anytime. We can always help more thoroughly once we locate your account. 

@ComcastJosephB Thank you for trying to help. I went to the link you provided - the 10.0.0.1 and clicked Connection > WiFi. The options are to edit both the 2.4 and 5 GHz. Should I "disable" the 5 GHz? I am not tech savvy and hesitate to do things that I don't understand. I called Comcast again and after getting through the irritating automated voice who once again re-set my modem, got to a live person here in the US. She went through what she had to and then agreed I need a tech to come see if they can resolve the issue. Someone is coming tomorrow afternoon.

I will be sure to document what the tech does if the issue is resolved and post here.

No problem :) You don't want to disable your 5.0 GHz network if you don't want to. Sometimes it can help to name them different things to help your devices connect. But if you have a tech visit set up and you don't feel comfortable working on the issue further no worries! That's understandable. 

That's great that you signed into your modem using 10.0.0.1 and you are able to see both your 2.4 GHz and 5.0 GHz networks. This means something else could be causing the issue. Thanks for letting us know about the appointment and for giving us a call. I know the automated system can test your patience at times, but it does allow us to be as efficient as possible. I'm glad we were able to take a closer look at your service on the call. Our team that works on the phone is always going to do all they can to help and our techs are also spectacular at identifying and resolving issues. You will be in good hands on the appointment.

You will be able to see your appointment from the Xfinity My Account app and if you have a preferred phone number up to date you will get a text alert about the status of your appointment. We have some cool digital features in place that will keep you up to speed! Let me know if I can answer any questions.  I will also send you a message tomorrow to see how things go. I have a lot of devices in my home that use wireless, so I know you are looking forward to being able to use Wi-Fi on every device. Having a long Ethernet wire across the house isn't always the best choice :) I do appreciate all your time and patience. Have a great night and I look forward to speaking tomorrow. 

I sincerely appreciate the update. (@user_b8d106) I know working with our tech for several hours and needing a supervisor follow up is not what we expected. If your laptop is seeing all other wireless networks when traveling around to different locations, it seems to be working well. Are you able to let us know if other devices in your home can see both networks? What is the make and model of the laptop that can't see both networks? I have experienced this issue a few times over the years and if all other devices can see both networks we need to focus on the laptop.

@ComcastJosephB I only have my  laptop. As I think I said before, I traveled 1000 miles and stayed in 4 hotels and had wifi access every night. It is not my laptop it is the new comcast modem. Someone I spoke with at Xfinity today is sending me the older model modem, XB6 I think. She has dealt with other people having the same issue and it is the new modem. This validates what I read when I searched on the problem. The supervisor that service tech who was here yesterday was going to have call me never did. The tech said he is not an IT person but his supervisor is and would be able to solve the problem. Perhaps he forgot to tell him...

That's too bad you don't have another laptop to test. Do you have another type of device to use? The techs smart phone seemed to see both networks and testing on another PC would be the perfect way to get more information. Based on what I know it sounds like the hardware in the computer could be the issue. It is possible that your wireless card can't see the network due to its capabilities. Issues like this are always multifaceted and every situation is different.  In our case the issue does not seem to be the XB7 or your Xfinity internet. The XB7 was the newest hardware and seems to be working as intended. Using an XB6 modem may work around the issue. If I knew the Make, Model, and Operating System on your PC I can find some resources that may help in the meantime. 

I have a Lenovo Thinkpad T430, upgraded last Feb. to Windows 10. 8GB, 64 bit operating system, x64 based processor. As noted, this is the first time I have ever had an issue connecting to wifi, so instead of being a problem with my laptop, it seems like a problem with the modem not being compatible with my laptop. If you search "laptop won't recognize xfinity wifi network" there are multiple links from others with the same exact issue. What really browns me out is after David was here last Fri. and did everything he could to resolve the issue, now the Nano adapter I bought at Office Depot which was working, no longer works. Thus, the only way I have internet connection is to be directly tied to the modem via ethernet cable. ;(  Thank you for your help. I only now received the notification that there was another reply. I am not online much these days being that it's not that convenient and it's too bloody hot to be in the living room during the day.

Is there anything else we can  assist with @user_b8d106?

@user_748ea2 thank you. I did the LAN Wifi update, tested and no luck, so downloaded the LAN ethernet one and still no luck. I thought it would work.

I am having the same problem.  Received "who shot John" responses from both Xfinity and Lenovo.  Microsoft is no help.  Tried all suggested solutions...very frustrating!!!

@user_849329 YES! Super frustrating. I have given up and now just leave the Wifi Connections window open on my desktop so that when I lose connection (happens 3, 4, 5 times a day) I just highlight the wifi link, click "disable this network" then "enable this network" and it reconnects. I've had 4 techs and a supervisor work on it and now have an "older" model of their modem which at least allows my laptop to recognize my wifi network. But the unreliability of the connection is absurd for what we pay for wifi service. Once Ziply internet comes to my neighborhood, I will switch to that. If your laptop can not recognize your wifi network at all, request the older modem, 2 versions back from the current one. Good luck.