HP Neverstop Laser offline after switching from Bell Internet to Virgin Internet

[fullsun]

HP Neverstop Laser goes offline after switching from BELL to Virgin internets. I follow unsuccessfully HP instructions of resetting the printer using Wifi and X key. 

When computer Wifi is connecting to HP-Setup <ab> 1200 Neverstop, HP Smart indicates that the printer is on. I think that something wrong with Virgin internet frequency. Might be I have to ask Virgin to separate 5G to 2.3G because the printer might not able to run on high speed Internet. Before the Bell internet separates the frequencies, this printer works well too. 

Please advice.

[Sneha_01]

Hi @fullsun 

Welcome to HP Support Community.

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

It sounds like your HP Neverstop Laser printer is having trouble connecting to your new Virgin Internet setup. Here are some steps to help you troubleshoot and resolve the issue:

1. Check Wi-Fi Band Compatibility

Many printers, including some HP models, may have trouble connecting to 5GHz networks. Here’s how to address that:

Access Your Router Settings:

• Use a web browser to log into your Virgin router (typically through an IP address like 192.168.1.1 or 192.168.0.1).
• Look for the Wi-Fi settings section.

Separate the Bands:

• If your router supports both 2.4GHz and 5GHz, make sure they are separate and identifiable by different SSIDs (network names).
• Ensure that your printer connects to the 2.4GHz band, as it typically has better range and compatibility with devices like printers.

2. Reconnect the Printer to Wi-Fi

Factory Reset the Printer:

• Turn off the printer, then press and hold the Wi-Fi and X buttons simultaneously for about 10 seconds until the Wi-Fi light flashes.
• This will reset the network settings.

Connect to Wi-Fi:

• Use the HP Smart app on your phone or computer to reconnect the printer to your Wi-Fi network. Follow the on-screen instructions to select the 2.4GHz network.

3. Check for Firmware Updates

1. Open the HP Smart app.
2. Select your printer and check for any available firmware updates.
3. Install any updates if necessary.

4. Use Static IP Address (Optional)

Sometimes, assigning a static IP address to the printer can help with connectivity:

1. Access Router Settings and look for the DHCP settings.
2. Reserve an IP address for your printer based on its MAC address.
3. This can prevent IP conflicts and keep the printer online.

5. Test Direct Connection

• If possible, try connecting the printer directly to your router using an Ethernet cable (if your printer supports it) to check if it can maintain a stable connection.

6. Check Firewall/Security Settings

• Sometimes, firewall settings on your router can prevent devices from connecting. Ensure that there are no settings blocking the printer.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support