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pinkywoo's avatar
pinkywoo
Dialled in
3 days ago

Laptop keeps disconnecting from Internet.

Hi. I was using my laptop with no problem this morning, then at lunchtime it disconnected. Phone has been fine all afternoon. After waiting an hour, I plugged in an ethernet cable which made no different. I checked drivers which were working ok and it said they were the best drivers. Tried troubleshooting several times then found one which said a network cable was disconnected. Then I noticed I was back online. Now my laptop is not connected again. It does show my network as trying to connect. Any ideas please? The laptop is a few years old and running Windows 10. It won't support Windows 11. I'm not tech savvy, just floundering around. 

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  • goslow's avatar
    goslow
    Alessandro Volta
    3 days ago

    Is it just the laptop that is dropping offline? Are any other devices affected?

    Have you tried the automated service status number 0800 561 0061 to check for any faults in your area, and the online service status checker, to confirm it is a laptop-only issue?

    • pinkywoo's avatar
      pinkywoo
      Dialled in
      3 days ago

      It's just the laptop. Phone and tablet connect fine. 

    • goslow's avatar
      goslow
      Alessandro Volta
      3 days ago

      On the laptop, use the option to 'forget' your VM wireless connection. Restart the laptop. Once the laptop has restarted, try to re-connect to the VM wi-fi once again.

      If you don't know how to 'forget' the wifi network, watch the video below up to 1 min 8 sec

      https://www.youtube.com/watch?v=HK3KZt0dfzE

      (obviously you won't have a 'FCS-WiFi' name in the video on your laptop, you need to find the name of your own VM wifi network and 'forget' that one!)

  • pinkywoo's avatar
    pinkywoo
    Dialled in
    2 days ago

    I'd switched my laptop off altogether when I found your message. I switched it on again this morning, and it connected straight away so I think it does recognise the network. If it disconnects again, I will try what you suggested to see if that works. Thank you for your help. 

  • pinkywoo's avatar
    pinkywoo
    Dialled in
    2 days ago

    Ok, it's disconnected again. I !managed to forget the network. It asked for the network security key. Is that the same as the password? I put my password in, pressed next and it said 'Could not connect to this network.' It suggested pressing the button on the hub. This didn't do anything.

    • goslow's avatar
      goslow
      Alessandro Volta
      2 days ago

      Your VM WiFi Network Name (SSID) and WiFi Password should be printed on a sticker on the bottom of the VM hub. Sometimes there is a pull-out card with the same info.

      • pinkywoo's avatar
        pinkywoo
        Dialled in
        2 days ago

        Yes. I put them in where it said 'connect' and it said it couldn't connect to that network. 

  • pinkywoo's avatar
    pinkywoo
    Dialled in
    2 days ago

    Disconnected again. Unable to connect to this network. I have been thinking of buying a new laptop as this one can't upgrade to Windows 11. Might have to do it sooner than I wanted to.