My All in One HP 6020 will not connect to Wifi

[pcohen95]

My printer stopped connecting to the WiFi after a month or two.  I started using a cable to print because I could not get adequate support from HP to solve the problem.  I tried again today to called HP Support and they were unable to connect my printer to Wifi. I was told I had a faulty printer and they would send me a new one.  Then the supervisor told me that a new printer would not help because my WiFi with Spectrum needed some setting change in order for it to work.

1. Has anyone else had this problem and did you solve it?

2. I want to say that HP misrepresented their product, and did not inquire about what service provider I used when they sold me this plan with this printer.  They know that there is an issue with Spectrum and their printers.  If i had known, I would not have purchased with HP. Further the Customer Service agent who first helped me did not inquire about my Service provider, and was simply going to send me a replacement printer (which would have given me the same problem).

[VikramTheGreat]

Hi @pcohen95,

Welcome to the HP Support Community.
 

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

Thank you for reaching out and for sharing your experience with your HP ENVY 6020e All-in-One Printer. We truly regret the inconvenience you've encountered, and we understand how frustrating it is when your printer doesn’t work as expected. Wi-Fi networks provided by certain ISPs, such as Spectrum, are affected due to default router settings. These settings may block or interfere with the 2.4 GHz band that HP printers rely on to connect wirelessly.
 

The problem can be resolved by:

• Ensuring the router broadcasts 2.4 GHz separately (or as a combined 2.4/5 GHz band with band steering disabled).
   
• Changing router settings such as enabling legacy support, disabling MAC address filtering, or switching from WPA3 to WPA2 security temporarily.
   
• Using the HP Smart App’s Wi-Fi setup tool with a phone connected to the 2.4 GHz band only.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support