Hello @ArthurASA,
Welcome to the Community!
You've come to the right place! Can you please tell us what troubleshooting steps you've tried so far? Have you had a chance to speak to our technical support team?
Looking forward to hearing from you!
RogersZia
@LegitStrats have a look at the following page:
Assuming that the devices in question are 802.11 g/n/ac/ax capable (which excludes 802.11b devices), and your encountering problems,then you might have an issue with Band Steering. There is a check box in the wifi settings which indicates “Use different names and passwords for 2.4 GHz and 5 GHz WiFi”. If you check the box and hit Apply changes, you can then temporarily rename the 5 Ghz network. It looks like Band Steering is enabled (same SSIDs) or disabled (different SSID) when you change the status of that check box and Apply the Changes. Not exactly intuitive, personal opinion.
Here's the Rogers reference page for this:
Keep in mind, if you're connecting to the modem via the 5 Ghz network when you do this, you will automatically disconnect from the modem, so you will either have to reconnect to the modem using the new 5 Ghz SSID or switch to the 2.4 Ghz network. Ok, when either one is done, you should have separate 2.4 and 6 5 Ghz networks, which should give you the ability to connect the device in question to the modem. When that is done, recheck the box to use the same SSID and hit Apply Changes. That should reenable Band Steering and hopefully the modem will leave the device running on the 2.4 Ghz network and not attempt to force it onto the 5 Ghz network.
@LegitStrats maybe the thing to do is to call for a replacement modem. The 2.4 Ghz network shouldn't disappear, so, I would think that there's a problem with the your particular modem. Only way to find out is to swap the modem. If you still have the same issue connecting to the 2.4 Ghz network, then the only conclusion is that there's some issue with Comcasts firmware that Rogers isn't likely going to be able to resolve.
Hello, @feifeihahah.
Welcome to Rogers Community Forums! 😃
Thank you for posting your concern in the Community. The white modem you are referring to could be XB7. Can you confirm the modem's model by checking the product sticker at the bottom of the modem? You should see CGM4331COM.
The XB7, by default, selects WiFi 6 (AX) for your WiFi network and band steering is also enabled. This combination may cause connection issues for certain older devices, which only connect to the 2.4 GHz band.
You can try switching your network to WiFi 5 (AC). If the issue persists, then you can try disabling the band steering.
Please see this post for details on disabling band steering.
Cheers,
RogersMoin
Hello, @feifeihahah.
I appreciate you checking the modem’s model; you have the latest XB7 modem.
How did you set up the modem? You can check the Ignite WiFi Hub app to see if there is an option to select the “802.11 ac” mode.
If not, we can try temporarily renaming the 5 GHz network. This may help the devices to try connecting to the 2.4 GHz network.
To rename the 5 GHz network, please follow the steps below:
- Edit WiFi Settings (Tap on the Pencil).
- Check - Use different names and passwords for 2.4 GHz and 5 GHz WiFi.
- Scroll down to 5 GHz WiFi, change the name. You can just add a character to the name.
- Apply Changes.
Now try connecting your devices to the 2.4 GHz network. Hopefully, they get connected.
Please revert the 5 GHz name change. You just need to uncheck the box for ‘Use different names and passwords for 2.4 GHz and 5 GHz WiFi’. It’s important to reverse the changes so all your other devices are connected.
I can understand the above steps are overwhelming. Alternately, you can try paring your smartwatches directly to your mobile phones.
Cheers,
RogersMoin
Hello, @feifeihahah
It looks like that specific printer was manufactured in 2011 and may not be compatible with the newer Wi-Fi protocols used in the new modems.
There doesn't appear to be an option to switch to a older Wi-Fi protocol in the settings.
RogersTony
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