HP support is worthless, sorry but its true I can back my claim up

[MonaMo1]

Well I can go on and on but I'll be short, on how I have NOT gotten any help from HP, start off I had trouble with my HP 6920 printer and my computer that is 4 years old, well heaven I couldn't get any help at ALL to get the printer to start talking again mind you again since I got them together well hp told me they couldn't help me at all that the computer was to old so got a new hp computer with 11 on it, and I got a new printer ok new to me a HP 6962 so I called for help because I can't figure it out the gentleman then looks up everything and tells me I just can't help you that your printer is out of warranty, I said there is nothing wrong with the printer it works fine I just need help to get my NEW computer to talk to the printer and over and over he said no I can't help you at all.  I asked him is this not a new computer and I can show you my receipt for my new printer and he would not help me just keep talking about the warranty.  I am a Grandma of age 60 and I fixed the problem myself so really how hard would it have been for help from HP.  And keep a good customer?

My question is,  has HP completely forgot about their customers and now is only concerned about the money?  I am so upset about this I am looking into returning both pieces of equipment.  I know I am not the only one out there that thinks this way!

[Dragon-Fur]

@MonaMo1 

Welcome to the HP English Community --

Short Answer

Watch video to learn how to connect printer and load software.

Video

HP Officejet Pro 6970 | 6975 | 6978 : Download & Install Software and Connect Wirelessly 

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If you are running Windows 10 or Windows 11,

this is where you will find your printer software:

HP OfficeJet 6960 All-in-One series Full Feature Software and Drivers 

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@greenturtle  -

Customer has a "new to them" OfficeJet 6962 printer -- any additional or different "how to" videos they should watch ?  Thanks for words of great wisdom.  Smiling.

Oh, I can post the EWS how-to used to set up IPv4 if you think it useful...

================================================

Longer Answer

The days are long gone when you can get free help for out-of-warranty products just because it makes sense that you would do so.

True - "New to you" is not new product technology.

The printer is an old model -- old enough that it does not behave like new equipment.

It is not a matter of "how hard would it be", it's a matter of what the purchase of the new computer includes.

New computer setup does not include connecting the computer to a printer.

HP Support cannot just help because it would be nice to do -- they are limited to strict rules of conduct.

We can perhaps help -

The "new" printer is the same series and essentially the same model as your "old" printer.

The software is the same, the way the printer connects to the network is the same, the supported paper / types are the same.

If you are using the same old network, then the printer will be fine connecting to it the same way the "old" printer did.

Connection using wired Ethernet is an option on this printer - use it if you can do so.

What about using Wireless?

If you have a newer network, for example, perhaps a dual band network, then the printer is going to struggle if it cannot find a 2.4GHz band / frequency SSID named network to use.  What?  Printer won't connect to 5GHz like, for example, your mobile phones.

Nothing about this is especially difficult but it does require that you understand -- or can get help for - how the printer (any printer) connects to your network.

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Side Bar...

Be careful -- If you feel overwhelmed wander out to the Internet looking for someone to help, be aware that the Internet is full of good things and some very dark and scary people -

What?!

Scammers will promise they are HP when, in fact, they are thieves who want access to your computer and want to sell you all sorts of "help".   Be careful -- printer help is free -- Your computer is not full of bugs and you do NOT need a "service" to connect your printer.

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So - the first step is to connect the printer to the network.

The same methods you used to connect the old printer are useful for the "new" printer.

Printer Specifications for HP OfficeJet Pro 6900 Printers

Section Connectivity

The following table contains connectivity options.

Connection method	Requirement
Wired (Ethernet)	10/100 Base-TX
Wireless	802.11 b/g/n – 2.4 GHz networks only
USB	Hi-speed 2.0 USB
Wi Fi Direct	Wireless device
Near field communication (NFC)	N/A
Front USB port	OfficeJet Pro 6970 All-in-One Printer series

Review

The user manual is your friend - use it to review how to connect the printer to the network.

User Guide

Read Chapter 8 - Network setup - Starting on Page 89

Ethernet is fairly straight forward.

If you are using wireless and having trouble, it can take some reading and some work to untangle what is going on.

Following is the essential information.

Remember that this printer is not smart enough to use a 5G network, you have to make the network (router) able to use the the printer on the 2.4GHz frequency.

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Content References

Technology Tips Video Gallery from our HP Expert greenturtle

 Technology Tips YouTube Video Help for Printers

Wireless Troubleshooting

 Troubleshoot a Wi-Fi connection to an HP printer 

 HP Printers - Using a Wireless Network Test Report

=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=--=

References / Resources

HP Printer Home Page - References and Resources

Learn about your Printer - Solve Problems

“Things that are your printer”

When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE: Content depends on device type and Operating System

Categories: Alerts, Troubleshooting, Ink & Paper, HP Software / Drivers / Firmware Updates , Setup & User Guides, Product Specifications, Account & Registration, Warranty & Repair

Open 

 Product Home - Printers

 Enter the device type and model name of your HP product

OR

 Select a saved product from HP Account Dashboard

OR

HP OfficeJet 6962 All-in-One Printer  

[greenturtle]

Hi  @Dragon-Fur ,

You've covered most of the possible steps for setup.

@MonaMo1  

Try to download HP Smart app on the computer from Microsoft store.  Then add a printer, assuming that the printer is in "Setup mode".

If needed for printer to be in setup mode,  do a Restore wireless to defaults.

This example will give you an idea how it's done (may or may not be the same as your printer)

https://www.youtube.com/watch?v=k9bdU5On5jI

Hope that helps!

[Dragon-Fur]

@greenturtle 

Thanks for filling in the blanks.

I do always have hope for the user manual - the truth is that some folks just learn better by seeing.

When I get stuck, I look for one or more of your videos.

Smiling.

@MonaMo1 

Should the printer not cooperate, do let us know what else you need.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"