Can't connect to new internet service provider modem....

[ChezL]

I can't get the printer to connect to the new service provider modem.  It was all good to connect prior to this new modem also with the same service provider but now nothing. 

I have done the following:  turned off and on.  Followed video instructions to connect etc. spoke to services for 2+ hours diagnose and fix on HP Smart. It just doesn't want to talk to the modem and visa versa.

[Nal_NR]

Hi @ChezL,

Welcome to the HP Support Community. 

I understand that you are facing connectivity issues. I’d like to help!

I understand how frustrating it must be to deal with connectivity issues, especially after spending hours troubleshooting with support. Let's see if we can find a solution together.

• Have you confirmed that the new modem is using the same Wi-Fi settings (SSID and password) as the previous one, or are there any changes (e.g., 2.4GHz vs 5GHz network)?
• Is the printer close enough to the new modem to establish a strong Wi-Fi signal, or is there a possibility of signal interference?
• Have you tried connecting any other devices to the new modem, and if so, did they connect without issues?

Let's try these steps,

Check Network Compatibility (2.4GHz vs 5GHz):

• Many printers, including the HP Smart Tank 7305, may have issues connecting to a 5GHz Wi-Fi network. Ensure that the printer is connecting to the 2.4GHz band, which tends to have better compatibility with printers. You can log into your modem settings and check the Wi-Fi bands.

Reconfigure Wi-Fi Settings on Printer:

• Reset the network settings on the printer and try to reconnect. On the printer’s control panel, go to Network Setup or Wi-Fi Setup and choose Restore Network Defaults or Reset Network Settings, then follow the on-screen instructions to reconnect.

Ensure Printer is Within Range:

• Make sure the printer is within the effective range of your Wi-Fi signal. If there are thick walls or metal objects between the printer and the modem, try moving the printer closer to the modem.

Update Printer Firmware:

• Check if your printer has the latest firmware. Sometimes, older firmware can cause issues with new modems. Use the HP Smart app or HP support website to ensure your printer is up to date.

Verify Modem’s Settings:

• Log into your modem’s settings (typically through a browser at a specific IP address like 192.168.1.1) and ensure there are no restrictions or filters preventing new devices from connecting. Check for settings like MAC address filtering or other security settings that might block the printer from accessing the network.

You may also refer to the below document for further assistance. 

Wi-Fi connection is lost after router or network settings change

Troubleshoot a Wi-Fi connection to an HP printer

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[ChezL]

Currently in contact with the telci seeking compensation for the printer  Have been given incorrect information from telco which has created the ussue. This is documented. Returned modem and back to square one. Thank you for your response. 

[Nal_NR]

Hi @ChezL

Thanks for the update and appreciate your time and patience. Take care