Network - Wireless & Wired Connections

Help & troubleshooting for network issues, including connecting your device to your home Wi-Fi network, connecting to public networks, troubleshooting wireless issues & ethernet connections, and optimizing streaming performance.
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Randa1981
Level 7

New Xfinity Gateway Modem connections issues

I have Roku Model 393OX. Xfinity has recently upgraded my internet speed and Gateway Modem to 5G. So when I hooked up the new Gateway Modem, my Roku devices do not connect to the internet. I have tried restarting and unplugging the devices. No luck! Does anyone have any suggestions or may be experiencing the same issues? 

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4 REPLIES 4\
makaiguy
Community Streaming Expert

Re: New Xfinity Gateway Modem connections issues

What models are your Rokus?

Roku models Express, Express+, Premiere, and Premiere+ cannot connect to the 5 GHz wifi band, only to the 2.4 GHz band. If you have one of these models and a dual band router with both 2.4 and 5 GHz bands, be sure the router's 2.4 GHz band is turned on.

Also, there have been a number of reports lately of people who have routers supplied by their Internet Provider having their router's 2.4 GHz band disabled by an update to the router software. They've had to have their Internet Provider re-enable the 2.4 GHz band, or in some cases swap in a new router.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
DBDukes
Community Streaming Expert

Re: New Xfinity Gateway Modem connections issues

Your Express model 3930 is 2.4 GHz only, as @makaiguy said.

When Comcast left the new Xfinity Gateway, did your network SSID and password change? They could have configured it to be the same, but unless they actually do something like that, by default, a new Gateway means a new network name (SSID) and password.

Look at your cell phone and see if it's connecting to your network, or if it's running off cellular (LTE or 5G, for instance). Because if your network changed, you'll have to make sure everything that connects wirelessly is able to connect to the new name.

Let us know if that's what's going on, and if so, if you need help with reconfiguring your Roku (you maybe be able to figure it out from Settings).

DBDukes
Roku Community Streaming Expert
Note: I am not a Roku employee.

If this post solves your problem please help others find this answer and click "Accept as Solution."

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makaiguy
Community Streaming Expert

Re: New Xfinity Gateway Modem connections issues


@DBDukes wrote:

Your Express model 3930 is 2.4 GHz only, as @makaiguy said.


Oh heck.  The OP said 3930 right there in the post.  Don't know how I missed it.

Roku Community Streaming Expert
I am not a Roku employee, only a user like you.  Please, no support questions via private message -- post them publicly to the Community where others may benefit as well.
If this post solves your problem please help others find this answer by clicking " as Solution.".

Streaming Stick 4K+ 3821 | Streaming Stick+ 3810 | TCL Roku TV 43S245/C107X
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uccat
Level 7

Re: New Xfinity Gateway Modem connections issues

xfinity modems usually by default run in merge mode. (2.4GHz and 5 GHz) combined. seperate them in the app with different names, and connect the roku express to 2.4GHz. some ROKU devices wont connect to 5GHz

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