Community Forum

New SB7 will not connect to Epson WorkForce 630 printer scanner

Highlighted
New Poster

New SB7 will not connect to Epson WorkForce 630 printer scanner

Called Comcast out to service issues with dropped wifi signal.  Cust. service rep checks my connection remotely and says I have a problem outside.  My signal to the house is yellow.  Schedules a tech service call the next day.  Tech comes out and says there was no problem detected with your service, but I get the new SB7 router/modem, and he proceeds to install it.  I'm happy, this seems to give me better signal, no wifi disconnects until I try and print.  The service merry go round starts... Call Comcast with my issue, they say everything is fine on their end and to contact Epson. they're even nice enough to provide the phone number.  Call Epson and we try about 20 things and nothing works.  Epson say s the printer is designed to work only on 2.4 ghz.  The problem is with Comcast.  The printer gives me a print out telling me everything is good except "Detailed IP Setup Check" Status Unknown.  "*A router/access point channel conflict has been detected. "  Comcast solution?  Go back to the SB6.  Any fix I can try before going back to the SB6?

Highlighted
Expert

Re: New SB7 will not connect to Epson WorkForce 630 printer scanner

Using the Xfinity App , or this browser link, logon to your account, and temporarily separate or turn off  the WiFi 5GHz band. This will allow your Epson printer to connect to the gateway for initial setup, once that's done you can turn restore the 5GHz band again. 


I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
New Poster

Re: New SB7 will not connect to Epson WorkForce 630 printer scanner

I want to thank everyone for their effort and advice on this topic.  I tried all of the remedies, given to me from Epson and Comcast.  The best advice came from the forum, thank you and I learned much about making changes to my wifi.  I tried seperating the 2.4 and 5ghz bands, I disabled the 5 ghz band and tried to establish a connection, reset the printer defaults, tried going to manual on the printer TP hoping it would pick it up on its own.  changed the passwords and renamed each band.  Found out my Epson printer only goes 2.4 ghz.  In the end, it was a trip back to the comcast store to exchange the SB7 back for the SB6, of which they had in stock, so a small win for me.  One telling detail, was when I went through the return process and the cust service rep had place the SB7 on the return shelf, there were dozens of new shiny SB7's on the shelf and only 3 or 4 of the SB6's.  Got home, hooked up the SB6,  reestablished printer conection and happy ending.

Highlighted
New Poster

Re: New SB7 will not connect to Epson WorkForce 630 printer scanner

Cant connect,I'm having the same problem with the same message coming up since I got this new modem when I had the old modem I was able to connect my Epson 435 printer in my security camera now I can't with this modem was any other solution given I even contacted customer service and they didn't know what to do either
Highlighted
New Poster

Re: New SB7 will not connect to Epson WorkForce 630 printer scanner

So yes I even separated the 2.4 and 5 gig also and still could not connect so that's what I think also I need to go back and get the old router and comcast need to find out what is the problem with these new routers
Highlighted
Regular Contributor

Re: New SB7 will not connect to Epson WorkForce 630 printer scanner

There is nothing wrong with the new Xb7, I have 3 different brand printers connected to it, when I installed the new Xb7, I was given the option to transfer my old routers settings to the new Xb7, when the setup was completed the printers were working, super easy