The new wifi network we have will not show up on my computer

[Emily1998]

We got a new modum from Spectrum, I have already talked to Spectrum and it is not the wifi that is the problem it is the hp laptop that has the problem. The laptop will not show the wifi network name and I can only get the wifi to work through an ethernet cable. I already tried restarting the computer as well as updating my computer. I am not sure what to do to make the wifi come up on my networks list. All the other networks show up from around my neighborhood but not our new wifi network. I was hoping to be able to contact a HP representative through the phone but I can't find a phone number.

[TheOldMan · Accepted solution]

I checked the support page for that model.  Support indicates that model has the Realtek RTL8723BE/RTL8188EE wireless LAN Controller.  Here is what is said about that chip -

The Realtek RTL8723BE-VB is an 802.11bgn 2.4G single-chip that integrates Wireless LAN (WLAN) and a network PCIe interface controller with integrated Bluetooth 2.1/3.0/4.0 controller.

I suspect the new "modem" actually must have a built-in router function as well.  While the 2.4G is common and should be supported as well, it must be using the 5G network only.  Unusual but IMHO, that is most likely the problem.

The fix is to replace the The Realtek RTL8723BE-VB controller chip with a dual 2.4G/5G chip or get a USB adapter that supports the 5G band.  This would be easier for most users to accomplish that changing out the chip.

Here is a choice of adapters to pick or you can use whatever is easy for you. 

https://www.gearhungry.com/best-usb-wifi-adapters/

Since you are using a laptop, I assume the ones with an external antenna might not be pleasing to you, so there are super small ones that should work as well.  Any of these will probably require you to install the drivers, also.