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Laptop will not connect now

May 30, 2010 at 23:23:00
Specs: Windows 7
Okay my ex cannot connect to her internet. I know, why bother she's my ex but we are still good friends, anyway it was working before the weekend went through and now it won't connect at all so she is stuck at her modem with her Ethernet cable. Any help would be good as I am going round later in the week

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May 31, 2010 at 07:46:56
Not having the computer at hand makes helping you nearly impossible.

If it were me, I'd likely call the provider's support people while I'm there and get them to help me.

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May 31, 2010 at 16:30:17
The ISP is Bigpond, and in Australia it takes 30mins to get them on the phone and an extra hour to sort out the problem, there is no line fault so it should be fine. She said she wants to do it herself for some reason

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June 1, 2010 at 08:38:57
Well, worst comes to worst, call them. Hopefully you have a cordless phone with the speakerphone feature.

First question, does she have a SOHO Router, or is it straight from the highspeed modem into her PC?

If straight from PC to modem, the first thing you want to do is recycle the power on the modem. Byt that I mean, unplug it, wait a slow 10 count and then plug it back in and see if it's working now. If it is, then you're done.

If that doesn't fix it the you'll want to open a command prompt window (Start >> Run >> type cmd and hit Enter) and check the TCP/IP settings using the following command:


If you get a 169.254.x.x (APIPA) address, then she's not getting proper TCP/IP settings from the DHCP server.

If this is the problem, you'll have to call her ISP's tech support (sorry).

If she has a SOHO Router, then you can first recycle the power on her modem, and then do it on her router. If that fixes the issue, great. If not, you'll have to login to the router management interface and check the external (WAN) settings. Are they correct (or an APIPA address again)?

Is the client getting proper TCP/IP settings from the router's DHCP server (open command prompt).

Barring any of the easy fixes I've listed, you're calling tech support. I suspect you will be if recycling the power on the modem doesn't fix it so get settled in for a long wait. I hope you have a phone that has a 'speakerphone' feature. Then once you're on hold waiting, you can put it on speakerphone and keep one ear peeled for the support people to come online and have a nice visit wit your ex while waiting.

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June 1, 2010 at 17:59:29
She has internet fine through her computer and her iPod touch, but it's just her laptop that isn't picking it up, so it's either she has accidently disabled something on her laptop or the wireless card might be faulty. I am seeing her today and will have a quick look at it and see if there is a problem. I'll keep you posted on what happens there after

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June 2, 2010 at 07:21:53
so it's either she has accidently disabled something on her laptop or the wireless card might be faulty.

This would have been good info for you to include in your first post.......LOL.

So the issue is limited to the laptop. I'm guessing it connects wirelessly (also good info to include) .

Things to check:
- The wireless profile used to connect to the wireless network. It may be something is jiggered in there so I would delete it and redo the connection
- Ensure you have the most up-to-date drivers for the wireless NIC.

Do let us know how it went while you were there.

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June 2, 2010 at 19:01:10
I didn't get around to seeing it and am a little sorry for not including it to begin with. She said the people that set it up were a computer technician business, so I'll reset her DNS and check the drivers, but yeah apparently she turned it on and no wireless. She says she hasn't done anything but she may have trned off device discovery or something like that. I'll get on it tonight and figure out the problem

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