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user_aretedancecenter

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1 Message

Wednesday, September 21st, 2022 7:14 AM

Losing Visibility to 5 GHz Internet

We have Comcast Business internet with an Asus router and Netgear modem. We’ve had a problem for the last year where our 2.4 GHz internet remains working and accessible at all times, but the 5 GHz disappears. When we reboot the router, it comes back (visible again) and all of our devices can connect to it, but it only remains visible for 12-24 hours before disappearing again. We suspected an issue with the router and bought a brand new one, which had the exact same problem out of the box. We have verified that both 2.4 GHz and 5 GHz are set up on our router, with separate names, and the “smart connect” type options are disabled (so bands shouldn’t be merged). Could this be a problem with the internet itself we’re receiving from Comcast Business, or a problem with Comcast Business internet not “playing nice” with out device? We can survive by rebooting the router every morning to get 5 GHz visible, but this shouldn’t be necessary!

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Updated 

2 years ago

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CC_Tambrey

Recognized Contributor

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25 Messages

2 years ago

Hello @user_aretedancecenter! Thanks so much for taking the time to reach out to us here for support with this issue.
It sounds like you've already done quite a bit of troubleshooting on your end, and we really appreciate that. When it comes to using 3rd party equipment, the extent of what we are providing is the connection to your modem. The communication between the modem to the router and the quality of the wifi (or lack there of) is beyond what we have any control over. 
I can't guarantee there is anything we can do for this particular issue, but if you would like, we would still love to take a closer look at your network health using our support tools just to be sure. :)

Please send us a Direct Message with your first and last name as well as the business address/name so we can assist.


To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Comcast Business" and we will get back to you ASAP.

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