HP Laptop's Internet is broken

Forums › Laptops and mobile computers › HP Laptop's Internet is broken - Help please!

DanielWatson

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#147034 6-Jun-2014 11:51

Before I start - I am new to GeekZone so I am sorry if I have posted this in the wrong place or broken any rules.

Hello, I have a Windows 8.1 HP 14 Notebook PC (Thats what dxdiag said, HP 14-D005AU if you go by the receipt). Ever since we bought it, it has not connected to the internet properly, but it has. When you go to a webpage (e.g. facebook.com) Google Chrome will not connect to it (but sometimes it does). So it sometimes connects, but sometimes doesn't. If you wan to connect to a page, you will usually have to click refresh about 40 times (thats not an exaggeration). It's very frustrating. But it only does this on our home WiFi and never on anybody else's. My first thought was that the modem was bad but it doesn't do anything like this to other laptops on our WiFi. I have tried updating the Wireless drivers but that did nothing. I will be glad to provide any other information you would like to know.

Thanks in advance, Daniel. :)

Stu

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#1060353 6-Jun-2014 11:59

Hi Daniel and welcome to Geekzone.

Would your modem be of the Technicolor flavour at all?

Cheers

DanielWatson

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#1060354 6-Jun-2014 12:01

Yes, it is.

Dynamic

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#1060355 6-Jun-2014 12:03

Can you confirm that the laptop has DHCP enabled both for the IP Address and for the DNS settings?

Do you get the same symptoms if the laptop is connected to the router via a network cable and the WiFI is turned off?

Assuming the cable works perfectly, I have seen some cheaper laptops come with MediaTek branded WiFi chips that have driver compatibility issues - will work perfectly on some access points but on others it will work for a while then drop off regularly (and be very hard to get to reconnect). Check the HP web site's support area and see if you can find any updated drivers for your new laptop.

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Stu

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#1060356 6-Jun-2014 12:04

This looks like a known issue with Tecnicolor modems and Windows 8.1. I would hazard a guess that Telecom is your internet provider then? If so, ring them up and explain the issue and that your new computer runs Windows 8.1. They know of the issue and will hopefully send you a replacement modem.

Cheers

DanielWatson

11 posts

Geek

#1060357 6-Jun-2014 12:07

Dynamic: Can you confirm that the laptop has DHCP enabled both for the IP Address and for the DNS settings?

Do you get the same symptoms if the laptop is connected to the router via a network cable and the WiFI is turned off?

Assuming the cable works perfectly, I have seen some cheaper laptops come with MediaTek branded WiFi chips that have driver compatibility issues - will work perfectly on some access points but on others it will work for a while then drop off regularly (and be very hard to get to reconnect). Check the HP web site's support area and see if you can find any updated drivers for your new laptop.

I will check the DHCP thing now for you.

No - the laptop works perfectly when connected to a cable. But, my mother tried setting up our printer and plugged something in there (obviously the wring thing in there) and that no longer works.

DanielWatson

11 posts

Geek

#1060358 6-Jun-2014 12:09

BigHammer: This looks like a known issue with Tecnicolor modems and Windows 8.1. I would hazard a guess that Telecom is your internet provider then? If so, ring them up and explain the issue and that your new computer runs Windows 8.1. They know of the issue and will hopefully send you a replacement modem.

Cheers

Yes, Telecom is our internet provider. The problem is, my auntie gave us that modem after she got a new one.

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Stu

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#1060359 6-Jun-2014 12:12

Shouldn't be a problem. Call them anyway. They're usually pretty accommodating, especially around this issue. You may have to agree to stay with them for another 12 months, but if you don't plan on moving to another provider then that shouldn't be a problem? If all else fails, you may have to buy a new modem.

DanielWatson

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#1060360 6-Jun-2014 12:15

BigHammer: Shouldn't be a problem. Call them anyway. They're usually pretty accommodating, especially around this issue. You may have to agree to stay with them for another 12 months, but if you don't plan on moving to another provider then that shouldn't be a problem? If all else fails, you may have to buy a new modem.

Nope, we are staying with Telecom. We will try that, thanks.