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Laptop does not recognize network

bethjones7263
New Poster

Laptop does not recognize network

The laptops in our house do not recognize the brand new Xfinity wifi; our phones work, and we can see all the networks of our neighbors, but we cannot see ours from the laptops. I've seen others with the same problem, and I wonder why Comcast does not publish simple directions for figuring this out. I have restarted the modem a number of times (but will continue to do so as one customer suggested). 

 

I'm sure that if so many people are having this issue there must be a simple set of trouble-shooting suggestions. Please share!

BravoPet
Regular Visitor

Re: Laptop does not recognize network

I have the very same problem!

Is the problematic laptop a Windows 10 device?

Becuase we can connect my wife's and daugther's MacBooks w/o any problem, 

but the MSI Windows 10 laptop can not even see our home xFi Gateway, but can see some of my 

neighboors's who are well over 100-200 feet away from our house.

 

P.S.

on the top of that., my own desktop Windows PC can see our home Wi-Fi but can not connect properly. I would guess there s something not right about the Windows 10 devices connecting to the Wi-Fi.

Nlbrown4107
New Poster

Re: Laptop does not recognize network

I am having the same issue with my Dell laptop. It is my work computer as well. I haven’t seen a response or fix for this.
hoosier25
New Poster

Re: Laptop does not recognize network

I am also experiencing a similar issue. We were sent the XB7-T Gateway to replace the XB6-T. There previous gateway  did not have any issues with displaying the wireless network.

The first technician I spoke with tried walking me through the normal troubleshooting steps, ie turning on and off the gateway, pushing the pinhole reset button (I had to inform him the new gateway does not contain such a pinhole while the previous one did), holding the WPS button, and lastly he suggested doing a factory reset on the gateway where he would create a new wifi name and password. I had to go before the we were able to accomplish the last bit, so we didn't do that part.

The next technician I spoke with tried walking me through the same steps,  so I listed off what I had performed with the previous individual. I also informed him that I had performed the steps like uninstalling/installing/updating my internet drivers, and performing a network reset on my laptop. When I mentioned the factory reset, he was hesistant to perform it since he said the gateway was already optimized for my location and doing so would potentially jeopradize the connection in addition to forcing all of the connected devices to re-connect to the newly established network. I also mentioned a potential fix that I had found on these support forums (https://forums.xfinity.com/t5/Your-Home-Network/Wifi-not-showing-up/m-p/3351901/highlight/true#M3280...). The user in the post suggested we change the  'mode from 802.11 g/n/ax" to just 802.11 g/n'. When I asked him to try this one, he again warned me that the gateway was optimized and that doing this change would have the potential to do more harm than good. I believe he said all devices now communicate on the mode the gateway is set to by default and the other mode was an archaic one that could result in slower speeds.

 

Because all of the other devices in the house are able to connect to the wifi, the gentleman suggested it was an issue with my laptop and we left it at him encouraging me to contact Acer in order to solve the issue because it wasn't an issue on Xfinity's side. Now I am probably paying for two gateways and stuck with a 25 foot cable connecting from one room to the next in order for the internet to function on this laptop. EDIT: Sorry, I forgot to mention that the internet works just fine when connected directly to the modem. Also one other post I read suggested that people performed X number of gateway resets before the wifi network popped up. I'm not sure on the number I'm on but it probably surpasses 10 at this point given my personal troubleshooting and the troubleshooting with both technicians over the phone.

Any fixes would be much appreciated.  Thank you.

BravoPet
Regular Visitor

Re: Laptop does not recognize network

Thanks for sharing your troubled past experiance , so we don't have to go through it, since  it doesn't help it seems.

 

It's gotta be some kind of Windows 10 devices problem.

I have 2 MacBooks connected without any problem. The age of theose two Apple products are about the same age of my Windows based laptop that can not see the network.

 

Honestly, I am very disapointed that  , it seems like this happens way too often , and they haven't figured it out.

 

To add. I just moved from AT@T to XFinity. Never had this problem with them.

Nither with my desktop that can see the network, but can not get on the internet once connected.

 

sganderson20
New Poster

Re: Laptop does not recognize network

I have the same issues with Xfinity. They upgraded my box because my internet keep disconnecting. I noticed an issues if it is using Windows 10. I was on the phone with Technician and even the so called "expert techinician" couldn't even get to resolve it. The rest of my devices have no issues at all only the laptop with windows 10. They keep saying I have to call Dell or something and blah blah blah. I have to argue with my daughter school because the computer they all provided to me were all in Windows 10. All the laptop can pick up the wireless devices around me Except my personal HOME XFINITY WIFI. I think the issue with Xfinity is that their Xfi is not compatible with Windows 10. I think this a major issues Xfinity they are having. I currently have to run a cable ethernet just to get the computer working. As a side note, this laptop that I am in with Windows 10 can connect to my Personal hot spot from Iphone. So my question to Xfinity, why only my Xfinity Wifi is not showing up? I think Xfinity you have to start figuring this out quickly because I am losing my mind and you will be losing a client specially now that most school computer is using Windows 10. I tried everything and even what I know of to do and still have same issues. If anyone can help, please let us know here.

 

rachelgao3
New Poster

Re: Laptop does not recognize network

So my boyfriend was not able to recognize the Xfinity wifi with the new modem. I saw on another forum that they updated their computer driver! 

 

https://forums.xfinity.com/t5/Your-Home-Network/Network-not-showing-up-at-all-on-laptop-SOLVED/td-p/...

 

haha but it did not work for me. I ended up using my old TP-link router to connect him to the internet. Not sure if that's the best fix, but at least he can use the internet 🙂