RReames's profile

New Member

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2 Messages

Wednesday, November 2nd, 2022 11:01 PM

Get a tech out to my home

My router went bad and a tech brought a new one out. Ever since my printer has not worked. I have spent hours on the phone with ATT and every time I am told that they can fix it over the phone. I am familiar with how the Wi-Fi and networks but even following their directions it does not work. I don’t seem to be able to get someone that can really help. I need someone to come to my house and fix the problem. Any suggestions on how to get an actual person to help?

tonydi

ACE - Guru

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9.5K Messages

3 months ago

More than likely AT&T is going to want to charge you a $99 fee for the visit.

When the tech swapped out the gateway did they change the WiFi Network Name (SSID) back to what it was before, or does the network you're connecting to match what's on the new gateway's label?  If the latter it's likely that the printer isn't online now because it's looking for the old network.

Sorry for trying to go back to basics but you didn't mention enough details to know what's been tried.

my thoughts

Employee

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19.9K Messages

3 months ago

I will guess your previous unit was a 2.4Ghz wireless only. Some models that might have had are the 510, 589, 3600, 3800, 3801, 3812 with i38HG, 5031, 5168.

The replacement gateway is most likely a dual band offering both 2.4Ghz and 5Ghz wireless... your printer is not connecting with enabled band steering (same name / password for both networks). 

Recommend accessing the gateway 192.168.1.254 to separate the bands. Then see if your printer connects to a device that is on the same network.

(edited)

New Member

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2 Messages

3 months ago

Thanks for the tip on the dual band. I think that may be the issue. I will let you know if it works.

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