Hi! All of a sudden, I am unable to join my 5GHz network; getting the error "incorrect password". I need advise on what my next step should be as I have exhausted available support options. These are the things I and Level 2 support over the phone have accomplished over the past 2 days, with 2 different technicians, yielding unsuccessful results: modem reboot, local and remote resets on my Cisco DPC3941T, device reboots, forgetting / renaming the network, trying different passwords. The problem is only with 5GHz and on all devices - newer iPhones, Mac computer, Windows computer, xBox. 2.4GHz is fine. Last night at 1 am, tech support finally gave up on my issue - stumped! Is it possible that they pushed new firmware that bugs out with 5GHz?
Did you use a browser to look at the password?
Thanks for chiming in, dreamer1961! RobertWy, tech support confirmed on both occassions that the correct password was not being accepted. They're sending me new equipment; we'll see if it's the cause of the issue here.
I double-checked via the browser and the password is correct for the 5GHz, however it still will not allow me to connect via my iPhone or iPad. Keep receiving error "incorrect password".
@yterrion - Please let us know if you still get any issues with your new gateway.
@dreamer1961 - I can send you a new gateway if you send me a private message with your account information (name, address, phone number).
Thank you, @ComcastElla.
I received my replacement gateway today, and followed the activation steps. I am now able to connect to my 5GHz network as before. Sending back my old gateway with the enclosed shipping label. So far, so good! Thanks for the quick attention to my issue, Comcast!
Thank you yterrion, that is great to hear and I will pass that along to ComcastElla as I am following up for her. Please, if you need any further help going forward please reach out to us, we are always here to assist. Have a great night.