New router - printer not working

vacheron

There could be another potential issue.

There are 2 different frequencies used for domestic Wi-Fi networks. 2.5GHz and 5GHz.

Most modern devices can connect to either, however some older models can only see 2.4GHz.

On our latest Virgin Router, only the 5GHz channel was activated by default. this meant that everything could see the new router EXCEPT our multi-function wireless printer which could only use 2.4GHz.

In our case the solution was to go into the router and make sure the 2.4GHz transmitter was also enabled. After doing this it jumped back in to life straight away.

arciere

vacheron wrote: »

There could be another potential issue.

There are 2 different frequencies used for domestic Wi-Fi networks. 2.5GHz and 5GHz.

Most modern devices can connect to either, however some older models can only see 2.4GHz.

On our latest Virgin Router, only the 5GHz channel was activated by default. this meant that everything could see the new router EXCEPT our multi-function wireless printer which could only use 2.4GHz.

In our case the solution was to go into the router and make sure the 2.4GHz transmitter was also enabled. After doing this it jumped back in to life straight away.

I didn't know that, because it's normally the other wary round, as you said not all devices are compatible with the 5Ghz. Also, 5Ghz has a reduced range than the 2.4

HarryS

vacheron wrote: »

There could be another potential issue.



In our case the solution was to go into the router and make sure the 2.4GHz transmitter was also enabled. After doing this it jumped back in to life straight away.

How can I check this? I have looked on the router but to no avail

GunJack

arciere wrote: »

According to the manual, you can try this:
1) Press and hold the Wi-Fi button on the printer for at least 3 seconds or until the Wi-Fi light begins to flash alternately.
2) Press the WPS button on your router (access point) so it will start looking for new devices. ...
3) The Wi-Fi lights on the printer will continue to flash alternately.

I have found with mine, you often need to do this more than once before the printer & router connect with each other.

Once you've got the printer & router talking to each other, you need to go into Control Panel > Devices & Printers, and add a new network printer..

HarryS

vacheron wrote: »

There could be another potential issue.

There are 2 different frequencies used for domestic Wi-Fi networks. 2.5GHz and 5GHz.

Most modern devices can connect to either, however some older models can only see 2.4GHz.

On our latest Virgin Router, only the 5GHz channel was activated by default. this meant that everything could see the new router EXCEPT our multi-function wireless printer which could only use 2.4GHz.

In our case the solution was to go into the router and make sure the 2.4GHz transmitter was also enabled. After doing this it jumped back in to life straight away.

I have finally found a way through this muddle and apparently the Post Office are experiencing a lot of new customers with this problem!! It is not just me! Makes me feel a whole lot better!
VACHERON - You were right about the frequency and apparently the channel also needs to be 5,6 or 11.
They are getting back to me in the next 48 hrs to put things right,so I have my fingers crossed.
Thank you to everyone for the help. Much appreciated

arciere

HarryS wrote: »

I have finally found a way through this muddle and apparently the Post Office are experiencing a lot of new customers with this problem!! It is not just me! Makes me feel a whole lot better!
VACHERON - You were right about the frequency and apparently the channel also needs to be 5,6 or 11.
They are getting back to me in the next 48 hrs to put things right,so I have my fingers crossed.
Thank you to everyone for the help. Much appreciated

Nonsense. Those channels are 2.4Ghz channels and have nothing to do with your problem. They are used to avoid overcrowding (by the way, it is channels 1, 6 or 11 that should be used, not 5, 6 and 11).
The worst thing that can happen if you are on the 'wrong' channel is low throughput, nothing more. And that doesn't apply to 5Ghz networks, which use other channels.
When dealing with WiFi there are hundreds of variables, but I really think that your problem is not THAT complicated. Plus, using 5Ghz over 2.4, or channel 4 instead of 6 doesn't make something 'faulty', it is simply a configuration issue, so not sure what all those customers are affected by.
Also, don't expect them to do anything 'remotely', if the problem needs fixing, someone has to do it onsite, it's not like the ADSL link is down.

DoaM

arciere wrote: »

Also, don't expect them to do anything 'remotely', if the problem needs fixing, someone has to do it onsite, it's not like the ADSL link is down.

Actually it wouldn't be unusual for an ISP to have a remote access port into their router, so they may be able to remote into the router and make config changes.

HarryS

Oh gosh, how complicated.
It was the Epson helpline who said about the channel and frequency and the Post Office agreed.
I think (hope)the PO are going to help me fix it over the phone with instructions (hopefully someone who will speak in laymans terms).
So I guess I have no alternative as I have tried every suggestion several times over and I do not want to pay £40 to get it fixed.
I do believe it is something simple involving communication between wifi and printer - and I just want it fixed!
Fingers crossed

arciere

DoaM wrote: »

Actually it wouldn't be unusual for an ISP to have a remote access port into their router, so they may be able to remote into the router and make config changes.

They normally have access to things like firmware upgrades, never heard of ISP actually changing or being able to see the WiFi settings.

HarryS

Update for everyone who tried to help me

The Post Office have finally responded (to a rather frustrated complaint of mine) and confirmed they do in fact have a problem with this particular router. It is missing a piece of firmware (?) which makes it impossible for the printer to connect.
Many customers have been affected, so I am at least relieved to know it wasn't me doing something wrong!
They are waiting for this to be sorted, which could take months and in the meantime they suggest I buy a new router from Amazon and they will take me through setting it up once it arrives. They will reimburse me.
Alternatively I can wait until they get a fix
or, I can leave the contract, with no penalty.

I reluctantly chose the first option, but having looked at Amazon it is a flippin minefield and I have no idea what to buy.
So, I think I will go back and agree to wait until they sort a fix.

Do you think that is my best route (no pun intended)?
or can you recommend the right router please?