Unable to connect to 2.4 network

I plugged in my old router without having it connected to the modem. I could see both 2.4ghz and 5ghz signals. Tried the same with my new router and was able to see both bands again. I reset the modem and connected the new router, waited for everything to connect and only the 5G signal was being broadcast. What is Xfinity doing? 

Come on Xfinity, way too many people having this same issue with splitting 2.4 and 5.0. You need to fix this

Hello @vonzip, thanks for reaching out for help with your home network. 

Most xFi Advanced Gateways (XB6 or newer) have been upgraded with software that manages advanced WiFi settings automatically to help optimize your home network and provide the best performance possible. Advanced WiFi settings for gateways with this software enhancement are not visible and cannot be managed from the Admin Tool or Xfinity xFi.

Currently, the best soultion to customize your network would be using a compatible dual band router and having your Xfinity equipment in Bridge Mode. 

That’s what I’m thinking. Issues happen but not taking accountability for the issue, being upfront with customers, and working on a solution is ridiculous. Customer service keeps telling me to call Epson, and Ring, and the 5 other companies that devices need 2.4 band and tell them to configure their devices to connect with 5gHz 🤯 If it was one device, I would automatically blame it on the devices hardware but it’s multiple and happens to be ones that only connect to 2.4 and so many other people that it’s happening to so definitely an Xfinity issues. So frustrating 

We are sorry to hear your services have been down @user_flz68g. To confirm, are your services back up and running yet? You can check the status of interruptions in your area here https://www.xfinity.com/support/statusmap. 

Only the 5g services are up. The 2.5g networks are not working. Ever since that the power surge it won’t work. Can you look into it and fix it? 

@user_flz68g Have you done any troubleshooting so far? 

Such as ?

@user_0j7qv5  - You can you change your home network WiFi Channel selection or mode. This article provides steps for changing your home network's WiFi Channel Selection or Mode with Xfinity xFi or the Admin Tool. After doing so, make sure channel settings are not set to Auto. Please let me know if this helps!

Hi there @user_p1ycs9!  Thanks so much for taking the time to reach out to Xfinity Support here on our Community Forum.  We are glad to hear from you and happy to help in any way that we can.  Are you having issues with connecting with other devices or just your Garmin watch?  Have you reached out to the manufacturer?

@XfinityArmand​ Hello, thank you for reaching out. This is the only smart device I have, so it's the only device I'm having issues with. I did reach out to the manufacturer and they said it must be a 2.4 ghz wifi connection. So I am not sure what can be done. I am still having problems. 

Hello again @user_p1ycs9! You mentioned you have our awesome Xfinity app downloaded. In the Xfinity app, the first page that opens should be the "Overview" page.

• Towards the bottom of the page there should be a “WiFi” tab. Clicking on this tab will take us to a page showing the xFi Wireless gateway.
• Towards the left side of this page there should be a “WiFi Details”. This should take us to a page with your WiFi network.
• Clicking on the name of your WiFi Network should bring us to a page with a QR code with the option “Edit WiFi settings” towards the bottom.
• Clicking on “Edit WiFi Settings” will bring us to a page with your WiFi network name and password.
• On the bottom of this page we will want to select “Split bands (not recommended)”
• This option will allow you to create a unique wifi Network name for the 2.4 GHz and the 5.0 GHz WiFi networks.

Upon saving the changes, it may take a few minutes for the changes to fully update. Could you please see if you watch is able to see the 2.4 GHz network after following these steps?

@user_p1ycs9​

I fixed my new xfinity 6g router to accept 2.4. The problem with my router was not the 2.4 signal but the security level enabled. Most older 2.4 devices only use WPA2. WPA3 was only implemented in 2018, not sure why they assume legacy devices would suddenly work with new encryption protocols. To fix

log into your router at 10.0.0.1 admin:password ( yes, the password is password if you have not set it)

goto Connection

goto WiFi

edit the 2.4 network 

change the WPA3 mode to WPA2

not sure if they allow editing the WPA mode in the older routers but take a look. They may have changed the default to WPA3. Older 2.4 devices can not connect in WPA3 mode.

No one in this forum has been able to.edit the 2.4GHz settings in the admin tool.

Hello, @bladekuroda! Thanks for reaching out to us on the forums! I apologize to hear of the issues you are running into with trying to connect your smart devices back to your network. We can certainly have a look into this and see what's going on. Since you already sent a DM, we will continue to assist you through there.

Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of ⁠Forum Guidelines. If needed, we may invite you to send us a Direct Message.

@user_gvcasq​ I went to the Xfinity store and exchanged mine for a new router, hooked it up, and it’s working fine now. It’s frustrating because we shouldn’t have to do all this to get a device and service that we are paying for to work as it should. If I didn’t figure out what was wrong myself, mine still wouldn’t be working because literally not one of the 10 reps I spoke to in the last week was even a lil helpful. The people at the Xfinity stores are awesome though. 

Cool, I will definitely go that route if mine stops working again, or if I buy enough wifi products to make it annoying enough to go swap out routers. Thank you!