4 Messages

Thursday, September 14th, 2023 12:09 AM

Unable to connect to 2.4 network

I'm currently trying to set up a Ring 2 doorbell, which only connects to a 2.4 ghz frequency. When going through the setup, it couldn't see my network. I have an xfinity gateway (not a pod), and so I went and split the wifi signal to try and see if it could see it that way. I named the two networks different things just to make sure. The device still can't find it. For that matter, my phone, nor could two other devices see the 2.4ghz network, so I've come to the conclusion that the 2.4ghz isn't broadcasting properly.

I've restarted the gateway, and I've tried to disable the 5ghz frequency to see if either of those could force the 2.4 signal to show up, but this isn't the case.

How can I get the 2.4 ghz frequency to show up?

Accepted Solution

4 Messages

9 days ago

To follow up on this, the end result I've had to go with was to purchase a compatible dual band router (I got a wavlink) to hook up to the modem and have that broadcast the wifi instead. This is due to the fact that the xfi gateway has specific features that prevents me/people from fully editing settings, and something about that is interfering with its ability to properly split the 2.4 and 5ghz networks. Not the most ideal solution, I know, but it's the only way I was able to get access to the 2.4 frequency.

Official Employee


618 Messages

@bladekuroda Thank you for sharing with the community what has worked for you in resolving the issues. Please let us know if there is anything else we can do to help out. Have a great weekend, and stay safe out there!

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Official Employee


814 Messages

15 days ago

Hello @bladekuroda, thanks for reaching out for help with you Wi-Fi set up. 

To make sure we are on the same page, can you please go here: https://www.xfinity.com/support/articles/change-wifi-mode-admin-tool-xfinity-xfi, and let us know what method you used to rename and separate your Wi-Fi bands? You mentioned you do not have an xFi Pod, so you should be able to split the bands using one of the methods in the link provided. 

Please let us know what methods you have tried, our team is here to help however we can. 

4 Messages

I used the Xfinity App. The model of the gateway I have is the TG3482G, so I think that's the XFI ADVANCED GATEWAY (XB6). I can see the split when accessing admin tools, but I can't make any changes through the browser aside from disabling one of the wifi channels.. First screenshot is from the app. Second is from the admin tool. 


Official Employee


814 Messages

Thanks for the clarification on that, and the screenshot, it definitely helps. 

It looks like everything is set up correctly, so it's a bit strange no devices can see your 2.4 GHz network. Let's move to a private message so we can collect your account details and take a close look at things. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.


 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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


Please let me know if you have any questions or run into any problems. 



100.7K Messages

15 days ago

@bladekuroda @XfinityRyanE 

Please circle back here and post any possible solutions for the issue here in these 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.

3 Messages

I had a similar issue to the one first described and I would love to see a resolution on this. I have not been able to connect certain smart devices due to this issue. 



2 Messages

I also have the same issue.  I would also like to see xfinity provide a real solution for this issue. 

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