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Network Connection lost on Older devices
B4 Tgiving, there was an outage in my area, now 3 of my previously connected devices do not recognize my Spectrum router. My desktop computer, my printer, and one old Samsung phone I use to listen to online radio do not even recognize the name of my Spectrum router. Tech support help is futile. AI search said the problem is Spectrum frequency compatibility with router at 2.4GHz vs 5 GHz. Can someone help me.get.these previously connected devices reconnected?
Best Answer
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Good Evening @ED_Glenn,
Set up a service call, as it is possible in fact very likely that a power outage, (Weather or outside equipment related,) broke a line or a transmitter in your neighborhood, as traditional troubleshooting sets have been useless. You need Internet, so get a tech out to your house to get this resolved. I don't think this is going to be solved without tech dispatch.
Satch
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Answers
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Hello @ED_Glenn
Welcome to our community! I'm sorry to hear about the connection issues after the interruption was resolved. I was able to locate your account using your community registration. The router that you are using has the ability to work with both 2.4G and 5G devices. So that we don't have you do something you've already done, have you done any troubleshooting yet such as rebooting equipment, forgetting the network and re-entering the information, etc?
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Yes, Renee, I have done all of the Spectrum protocols three or more times. I have tried to reconnect to the router manually, neither my printer nor desktop computer can find the Spectrum network anymore.
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Do you see any wi-fi network names available on your devices that aren't able to connect? I see a factory reset was done last night and there's currently a Samsung J7 Refine showing connected, along with a couple Amazon devices. At the moment, no desktop or printer, but I see a Dell was connected on 12/2, a Lenovo on 12/1 and HP Printer on 12/2, so they've connected recently.
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@Mo_S There is no Spectrum network that appears that matches my Spectrum Router's name when I try to connect the Dell desktop computer or my HP printer. Both were connected until recently up until there was a Spectrum outage Thanksgiving week. It is the weirdest tech thing. Yes, I was able to reconnect the Samsung device. The router's name appeared and I selected it.
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If you haven't yet, may want to check the router's wireless authentication method. Some devices may only work with up to WPA2-Personal.
Wireless mode may be worth looking at as well, just to confirm if wireless N is available. Doubt you would need B or G anymore, but most somewhat recent devices should be running at least N and/or AC.
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@RAIST515O I wish I understood what you were referring to. At this point, I may have to cancel Spectrum. I have an HP printer that must be connected to the Internet in order to receive toner under my subscription. I cant scan medical documents to send to WC. I have a personal desktop computer that cannot connect to the Internet so I have to go to the public library to read my emails and even so I can't access my hard drive. I am so done with Spectrum because I had access no problem prior to Thanksgiving, then all of a sudden access is unrecoverable. Spectrum CS is unable to remedy the problem!
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Thank you, @Satch , I did call back for service, but the rep knew what I was talking about and said he recommended a new router. Ended up getting a new router from the Spectrum store. That took 2 hours! Took another hour back home with a very patient Spectrum rep to get my desktop computer and printer connected to the network! It was exhausting!
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@ED_Glenn, we apologize for the experience you had, and all of the extra steps taken to get this issue resolved. Upon reviewing the conversation, it seemed that the issue was stemming from the router and we are glad to hear that a replacement resolved the issue. Please know that in the future, we can absolutely troubleshoot and schedule an appointment for you via this platform. We are available 24/7! While I wish that we can go back in time and save you the trouble, I know that we can't. However, I was able to apply a credit to the account for all of the trouble you've experienced while exchanging your router. This will be reflected on your next billing statement. We certainly appreciate your feedback.
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