Troubleshoot connectivity issues with the Business Wireless Gateway

Updated 3/13/2019 5:58:53 PM by Comcast Expert


Common solutions to assist in troubleshooting connectivity issues with the Business Wireless Gateway.

Note: This article applies to the Cisco Business Wireless gateway devices. Information on the Netgear N300 wireless router can be found here.

Troubleshooting Steps

The wireless network's name/SSID disappeared

The Problem: All of a sudden, your SSID or WiFi network name is no longer listed when you click to see available wireless networks. There are various reasons this might happen, and it's not an uncommon occurrence.

Quick Fix: Force your computer or device to connect to the router even if it's not broadcasting. From Windows, access Control Panel > Network and Internet > Network and Sharing > Manage Wireless Networks.

  • If you see your wireless network listed, right-click on its icon and select Properties. Check the option Connect even if the network is not broadcasting its name (SSID).

  • If you don't see your wireless network listed, click Add then select Manually connect to a wireless network and put your wireless information in.

  • Mac users: You can also "force-join" an SSID that has stopped broadcasting through a Mac's Airport Utility. Select to join Other and type in the name of the network and password.

To find out why your SSID stopped broadcasting, check to make sure broadcasting was not inadvertently disabled in the router's software. Reboot the router and check for any software updates.

I can't connect my new wireless device to my router

The Problem: You have a router that’s been working fine. Your laptop and your computer can connect it without any problems. But when you get a new iPad, tablet or handheld game for the holidays, sometimes that new device just won't connect. You know it's not a problem with the router, so what's going on?

Quick Fix: When a new device won't connect to a router that you know is working the first thing you want to check is make sure there isn’t a problem with the device. Check to make sure you can connect the device to another network, maybe a wireless hotspot. If the problem remains, check to make sure your device is connecting to the right wireless signal on your router, if you have a dual-band router.

  • Dual-band routers transmit signals at two bands: 2.4 GHz and 5 GHz. Some routers will use the same SSID for each band and then some devices can connect automatically to the correct band. Almost all tablets, e-readers, gaming systems, and so on can connect to the 2.4 GHz band. Some newer wireless devices can connect to 5 GHz.

  • You can create different SSIDs for the 2.4 and 5 GHz bands to control which device connects to which band. For example, when setting up a dual-band router, name the 2.4 GHz band "My_Router_1" and the 5 GHz band "My_Router_2."

  • It's important to know at which band specific devices can connect. Some devices may only support the 2.4GHz frequency while others can support both the 2.4GHz and 5GHz frequencies.

Mismatched WiFi security settings

Seemingly the most common cause of wireless network setup issues, incompatibility in settings between two WiFi devices (such as the router and a PC) will prevent them from being able to make a network connection. Check the following settings on all WiFi devices to ensure they are compatible:

  • Network mode: A router must be enabled to support all versions of WiFi used by the network clients. For example, routers configured to run in "802.11g only" mode will not support 802.11n or old 802.11b devices. To fix this kind of network failure, change the router to run in mixed mode.

  • Security mode: Most WiFi devices support multiple network security protocols (typically different variations of WPA and WEP). All Wi-Fi devices including routers belonging to the same local network must use the same security mode.

  • Security key: WiFi security keys are passphrases or sequences of letters and digits. All devices joining a network must be programmed to use a WiFi key recognized by the router (or wireless access point). Many home network routers (access points) support only one key that all devices must share in common. Some newer routers can store multiple WiFi security keys instead of one however; technically allowing local devices to have different key settings (although keeping their keys all the same can simply setup and troubleshooting).

MAC Address restrictions

Many network routers support a feature called MAC address filtering. Although disabled by default, router administrators can turn this feature on and restrict connections to only certain devices according to their MAC address number. If having difficulty getting a specific device to join the local network (particularly if it is new), check the router to ensure either (a) MAC address filtering is 'off' or (b) the device's MAC address is included in the list of allowed connections.

  • Because the range of WiFi radio signals is limited, home network connections sometimes fail because a device's radio cannot reach the routers.

  • Some people also have had their functioning wireless network go offline as soon as anyone in the house turned on the microwave oven. Garage door openers and other consumer gadgets inside homes also can interfere with the signals of WiFi networks, particularly those that use the 2.4 GHz radio bands.

  • It's also common in cities for the signals of several home WiFi networks to intermingle with each other. Even inside their own home, a person may discover one or more of their neighbor's wireless networks when trying to connect to their own.

  • To work around these wireless radio interference and range limitations:

    • Change the WiFi channel number on the router.

    • Re-position the router.

    • Consider changing your router’s name (SSID) if a neighbor is using the same one.

I cannot connect to my WiFi network

The Problem: You cannot connect to the Internet over your WiFi connection, but hard-wired devices have connectivity.

Quick Fix: Disable and re-enable your 2.4 GHz WiFi network. If you need assistance accessing or managing your Comcast Business Wireless Gateway, please refer to Set up and manage your Comcast Business Wireless Gateway.


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