Chat support is not helpful

[DLW-Delaware]

I have a brand new laserjet printer which I have yet to be able to use.

I chatted with one live agent earlier in the day who seemed to be making progress but somehow we got disconnected.

This evening I spent nearly 2 hours with another live chat agent and it was a disaster.  She has 2 names "Mary Grace" and "Fujiko" and by the time the conversation ended I was so frustrated i wanted to scream.  She said that the problem is that I need to contact my internet provider to "separate 2.4hz and 5 ghz,"   I don't understand what the reason for that is and she didn't even try to explain it.  She also said that I have a wifi extender - which I do not have.  She didn't way why having a wifi extender would prevent the computer and printer from connecting.   The real kicker is that she ended the conversation and said that the case would remain open for 24 hours.  I asked why such a short time as I may not be able to discuss this with the internet provider and couldn't the case remain open to allow me a few days to get a response from them?  She replied only that the case would remain open for 24 hours.  I really don't understand.  The process of getting any help is ridiculous.  what makes this thing even more perplexing is that I also have an HP all in one printer that works just fine.  I often use a computer upstairs and send documents from there to all in one printer with NO ISSUE whatsoever.  I really got no help in resolving the issue or even an explanation of what the problem is.  I was just told that I have a wifi extender with no explanation as to why that would prevent the computer and printer from talking to each other; and that I have to ask the internet provider to separate 2.4 hz and 5ghz.  Can anyone help me?

[A_Gayathri]

Hi @DLW-Delaware,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand you're having a very frustrating experience, and I can understand why you're upset. Let me explain what might be going on and how to proceed.
 

Issue

2.4GHz vs. 5GHz Network Separation: Many printers, especially older or basic models like the HP LaserJet MFP M140w, only work on a 2.4GHz WiFi network. However, modern routers often combine both 2.4GHz and 5GHz bands into a single network name (SSID). When this happens, your printer might have trouble connecting because it’s only compatible with the 2.4GHz band, but your computer or other devices may automatically connect to the 5GHz band.

• Contact your ISP and ask them to create separate SSIDs for the 2.4GHz and 5GHz networks. This way, you can manually connect the printer to the 2.4GHz network and your other devices can remain on 5GHz (or both, depending on your preference).

WiFi Extender Confusion: The representative might have misunderstood or assumed you were using a WiFi extender. While a WiFi extender typically boosts your WiFi signal, it can create a situation where the printer struggles to connect if it's too far from the main router or if the connection is inconsistent. Since you said you don't have an extender, this shouldn't be relevant.

Why Your Other Printer Works: Your other HP all-in-one printer might support both 2.4GHz and 5GHz, which is why it works without issue on your current network setup.

Steps to Resolve:

Separating 2.4GHz and 5GHz Networks:

• Call your Internet Service Provider (ISP) and request to separate the 2.4GHz and 5GHz networks into different SSIDs (names). This will let you connect your printer specifically to the 2.4GHz network.
• Once done, try connecting the HP LaserJet MFP M140w to the 2.4GHz network through the HP Smart app or your computer's WiFi settings.

Double-Check Network Settings:

• Ensure that your printer is within range of the router (strong WiFi signal) and there are no significant obstacles or interference that could cause connectivity issues.

Reconfigure Printer:

• If separating the network doesn’t help, try resetting your printer to factory settings and restarting your router. This sometimes clears up any conflicting settings that may be preventing the connection.
• Temporary Wired Setup: If you urgently need to use the printer, consider connecting it via USB to your computer until the WiFi issue is resolved.

Refer to this document: HP LaserJet MFP M140w Printer User manual

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. 

[robbin1188]

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