Unable to connect to 2.4 network

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. 

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. 

I am having connecting issues with all 2.4 ghz WiFi. I am not able to split 2.4 and 5mhz on my Xfinity XB6 gateway. Very upsetting to purchase $100's of dollars in smart devices( lights, speakers etc) and I can't use any of them. Please help this new Xfinity user get my SMART on. Thanks

I'm going to buy a modem and return the Xfinity gateway. Disallowing me the ability to manage my router settings is ridiculous. It's cheaper in the long run, too! I'll save that monthly $14.99 for a gateway that I'm not allowed to manage. 

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. 

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

Welcome to our Community Forum, @user_21lbd3! I want to make sure you're able to connect all your devices to the internet. Are you able to temporarily disable the 5Ghz network from advanced Wi-Fi settings? Once you have your IOT device connected to the 2.4 Ghz network, you should be able to enable the 5Ghz network and everything will run smoothly. If you don't see this option, please reach out privately and I can help from here.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address to get started. 

@XfinityEmilyB​ I am unable to do anything except change the SSID and password. I cannot split the 2.4Ghz and 5Ghz networks to allow device setup. So I'm going to stop paying for a device that I cannot use and buy one that works for my family.

@user_feraap are you still having issues with your smart devices connected? 

@user_feraap​ Been having the same exact issues and same concerns as well about how convenient it is that Xfinity smart home devices are being advertised on the app while my own devices can't connect to the network. This needs more attention!

Hello @bladekuroda, thanks for reaching out for help with your 2.4 GHz network. 

By chance have you tried any of the steps listed in this thread to see if you are able to see your 2.4 network? In some cases, after you separate the Wi-Fi bands, you have to disable the 5.0 network, connect the devices you need to the 2.4, then re-enable the 5.0 network. 

If you have tired this, and it is still not working, please send us a private message so we can look at your equipment in more detail. 

I've tried this multiple times wasted my whole day off. Xfinity scam. They want you to buy their stuff.

Hey there, @user_37zw10 thanks for reaching out through Xfinity Forums. Are you still having the same issues? Have you tried any other troubleshooting? 

Welcome to our Community Forum, @user_0d3u9w! I can temporarily disable your 5 Ghz network so you can set up your device then enable it so the rest of your devices can still use it. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help :). 

@MavenMaude So sorry to hear that. Have you already split your networks to see if that works? If a device needs a 2.4ghz network you need to split it first.

@XfinityJoshuaG​  Yes, it's been split for quite a while.

Thanks for confirming that, @MavenMaude! To clarify, you do have some devices connected to both the 5 GHz band and the 2.4 GHz band at this time, then? There are just a few that are unable to connect at all right now?

Thanks for reaching out, user_nvmuap. Have you already tried bladekuroda's method?

Hey, @user_9967ce! Thanks for reaching out to us on the forums! I apologize to hear that you are having issues with the 2.4 GHz network and trying to get connected to it. This makes me wonder if the wireless module needs to be reset on the modem since you have an XB3. If you log into the modem you should be able to find this option from the left-hand panel under the reset link which should provide you with a few things to reset. Please let us know if you continue to have issues after you reset the wireless module.

Thanks for replying, but as I stated I cannot log into the modem since I disabled the 5 GHz network and for some reason my laptop and iphone cannot connect to the 2.4 GHz network, I receive the error message and it appears that network is locked.

I do have two questions for you.

1) My service is internet only, with 200Mbps download, for the best service should I have the XB3 or the XB6 modem/router?

2) I had an arris G36 which I split the networks (2.4 and 5 GHz) but my signal would drop off completely or go down to .01 Mbps download speed.  When I first connected the XB3 (the 2.4 and 5 GHz NOT split) no signal drop or degradation.  BUT when I split the networks on the XB3 I was back to my signal dropping (needing a modem reboot) or a massive degradation in speed.  Why?

@user_9967ce The Xb3 gateway works great for your 200 Mbps download speed. If you set both your networks up with the same username and password then your devices would use the one network that gives the best connection. The 5Ghz connection is a much faster signal, but is weaker and will not travel very far. The 2.4Ghz connection is not as fast, but is much stronger and will travel through walls and floors much better. Are you able to combine the two networks again to see if that helps?

Thanks for that info.  But as mentioned in my original post, due to cameras and other devices that ONLY work on the 2.4Ghz network I need them split, correct?  I have to place those devices that only run on the 2.4Ghz network on the 2.4 and then everything else on the 5Ghz.  Once I do that, my signal is a roller coaster for both networks, where, at times, during a speed test I see the modem connecting to the external server provider but has a download of .01Mbps or the signal all together drops where I have to reboot the modem by unplugging it.

I doubt it, but is there a way to connect item to the 2.4Ghz network and have them stay on that network while keeping the 2.4 and the 5 Ghz networks together?  

No, there is not. Did you move your modem to a new location? 

Good evening @user_38x3yu, and thank you for reaching out on our Community Forums, we're sorry to hear that you are having issues with your smart devices connecting. May I ask what troubleshooting steps you have tried so far? Rest assured, our team will do everything we can to help get this fixed. 

Thank you so much!  I too suddenly had the same issue today, and after I disabled and enabled the 2.4 wifi via 10.0.0.1, my 2.4 devices started working again!  Hopefully others can see if this will work for them.

Also extremely frustrated being told 'I will do my best to help you resolve this'. All promises and nothing is ever fixed

Husband was told by the Xfi technician that WPA3 needs to be turned off on the router - Xfi has to toggle it off so we can use both frequencies. He was told this has to be done by Xfi and someone was going to call back. Never got a call back.