WiFi issues with laptop

[Morgs89]

Having snags with WiFi for approximately 3 weeks. It began with being unable to stay connected to online games, connection dropping out often, usually within 10 mins of reconnecting. It has been tried both with VPN active and without.

Multiple WiFi sources have been attempted with the same result, many other devices work in the same locations with the same connection, doing the same things. The laptop sometimes will fail to find the WiFi source, often I am sat in an area with 4 possible WiFi connections, none of which are appearing on the PCSPECIALIST laptop, however my phone and multiple other devices are all connected with no issue.

There is a windows update which has failed to download, when retry option is attempted it continues to fail over and over again. I have tried a windows rebuild after following troubleshooter options and on completion nothing changed, still unable to install the update. All drivers are returning as up to current version.

Currently I am connected to WiFi on my laptop, after running a speed check (which took 10 mins to complete due to connection) I have returned a 0.65mbps speed. My phone is connected to the same network, with speed check completed in the same location, and receives 40mbps on WiFi.

This has also been tried in several countries, with several different ISP providers, and returns the same or similar results each time, pointing to the laptop being the issue.

Spec:

Chassis & Display
Recoil Series: 17" Matte QHD+ 240Hz sRGB 100% LED Widescreen (2560x1600)
Processor (CPU)
Intel® Core™ i9 24 Core Processor 14900HX (5.8GHz Turbo)
Memory (RAM)
32GB Corsair 5600MHz SODIMM DDR5 (2 x 16GB)
Graphics Card
NVIDIA® GeForce® RTX 4070 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive
2TB SOLIDIGM P44 PRO GEN 4 M.2 NVMe PCIe SSD (up to 7000MB/sR, 6500MB/sW)
Memory Card Reader
Integrated SD Memory Card Reader
AC Adaptor
1 x 280W AC Adaptor
Power Cable
1 x 1.5 Metre UK Power Cable (Kettle Lead)
Battery
Recoil Series Integrated 99WH Lithium Ion Battery
Thermal Paste
LIQUID METAL PERFORMANCE COOLING
Sound Card
Nahimic by SteelSeries 2 Channel HD Audio
Wireless Network Card
GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6E AX211 (2.4 Gbps) + BT 5.3
USB/Thunderbolt Options
1 x THUNDERBOLT 4 PORT + 3 x USB 3.2 PORTS
Keyboard Language
RECOIL 17 SERIES RGB BACKLIT UK KEYBOARD
Operating System
Windows 11 Home 64 Bit - inc. Single Licence
Operating System Language
United Kingdom - English Language
Windows Recovery Media
Windows 10/11 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
Norton 360 inc. Game Optimizer - Free 90 Day License
Browser
Microsoft® Edge
Keyboard & Mouse
INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam
INTEGRATED IR+FHD Hybrid Webcam
Warranty
3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Delivery

 

[SpyderTracks]

Have you still got Norton installed?

 

[Morgs89]

I only use windows defender, a search for Norton brings back nothing and it’s not listed in apps

 

[SpyderTracks]

I only use windows defender, a search for Norton brings back nothing and it’s not listed in apps

So you ordered with Norton so we need to understand why it’s no longer installed as affects the route to troubleshoot

1. Did you uninstall it and if so did you use the official uninstaller or just from windows add / remove programs?

2. have you reinstalled windows or done a windows reset since you’ve owned it?

 

[Morgs89]

So you ordered with Norton so we need to understand why it’s no longer installed as affects the route to troubleshoot

1. Did you uninstall it and if so did you use the official uninstaller or just from windows add / remove programs?

2. have you reinstalled windows or done a windows reset since you’ve owned it?

No longer installed because the PC spec forums had some info on it being a problem, rather than a worthwhile installation, and so advised to use the defender.

1. I would have probably used add/remove rather than anything else, but can’t remember exactly what I did.

2. I have attempted a windows reset “with” apps - due to the issue around the windows update. This completed after several hours and did not have any noticeable impact on the situation at all. Still unable to install the pending update.

 

[Martinr36]

Download and run the Norton Remove and Reinstall tool for Windows

Norton Remove and Reinstall tool helps to uninstall and reinstall most Norton products such as Norton Security, Norton 360, and Norton Internet Security on Windows computers.

support.norton.com

This is the uninstalled for Norton that removes all the hidden rubbish

 

[SpyderTracks]

No longer installed because the PC spec forums had some info on it being a problem, rather than a worthwhile installation, and so advised to use the defender.

1. I would have probably used add/remove rather than anything else, but can’t remember exactly what I did.

2. I have attempted a windows reset “with” apps - due to the issue around the windows update. This completed after several hours and did not have any noticeable impact on the situation at all. Still unable to install the pending update.

In that case your windows will be borked and a rest won’t help.

You’d need to clean install so you know the OS is clean, that may well solve the issue but either way we can’t begin troubleshooting until we’re on a clean OS config

 

[Morgs89]

Right ok, so at this point I need to do a full windows uninstall and reinstall from fresh, removing all apps and stored data?

Is that something which PC Specialist will collect and undertake for me, considering my chosen warranty? Not being super techy myself I’d rather take advantage of the pre-paid benefits with something like this.

Also is it common to have a feature as simple as WiFi connection, require a full operating system reinstall, just because of a free antivirus package? It really seems over the top for something as normal and (should be) simple as WiFi connectivity, as this is probably one of the most basic components to a standard computer user like me (games, emails, office pretty much all I do).

 

[SpyderTracks]

Right ok, so at this point I need to do a full windows uninstall and reinstall from fresh, removing all apps and stored data?

That’s a windows reset, won’t help anything, you’d need to do a clean install

Is that something which PC Specialist will collect and undertake for me, considering my chosen warranty?

No, it’s just standard maintenance, should be done once a year anyway. You’ll need to be familiar with the process if owning any custom pc or laptop as you’ll need to do it frequently to maintain performance and for troubleshooting

Also is it common to have a feature as simple as WiFi connection, require a full operating system reinstall, just because of a free antivirus package?

Norton is basically a virus, if you don’t uninstall it properly it will break your OS. Completely normal.

Any custom system, especially a performance one, you need to be more advanced at proper windows management and troubleshooting just because of the nature of them. They are components made by different manufacturers that have to work with any other components vs an off the shelf product where they make the motherboard and other parts and have a very small selection of 3rd party components it has to work with, as such their drivers will be far more stable, therefore less troubleshooting required with buggy updates upsetting things

 

[Morgs89]

Warranty cover says it includes system defects in the collect and return policy, as WiFi is a feature of a computer I would imagine it would be counted as a standard defect and covered right?

Considering I would not be allowed to take the laptop to a 3rd party for support, and no actual links to the official process for a clean install have been offered, I could either end up voiding my warranty or making an irreversible mistake myself whilst trying to “be better” at yearly maintenance on my first go.

This also has happened within just a few months from purchase, so I’m still a ways from a scheduled maintenance date surely if it’s a 12 monthly check.

Can I just confirm if this is a technical support channel or more of a peer response forum? If not I’d rather take this query to email or phone to resolve.

 

[SpyderTracks]

Warranty cover says it includes system defects in the collect and return policy, as WiFi is a feature of a computer I would imagine it would be counted as a standard defect and covered right?

Considering I would not be allowed to take the laptop to a 3rd party for support, and no actual links to the official process for a clean install have been offered, I could either end up voiding my warranty or making an irreversible mistake myself whilst trying to “be better” at yearly maintenance on my first go.

This also has happened within just a few months from purchase, so I’m still a ways from a scheduled maintenance date surely if it’s a 12 monthly check.

Can I just confirm if this is a technical support channel or more of a peer response forum? If not I’d rather take this query to email or phone to resolve.

This is a community forum, none of us work for PCS, it's not an official support channel.

You can't mess anything up with a windows install, it's software, has no relation to hardware. It's your call of course, but you're going to struggle with the system generally unless you're open to upskilling.

 

[Scoped Badger]

Warranty cover says it includes system defects in the collect and return policy, as WiFi is a feature of a computer I would imagine it would be counted as a standard defect and covered right?

Considering I would not be allowed to take the laptop to a 3rd party for support, and no actual links to the official process for a clean install have been offered, I could either end up voiding my warranty or making an irreversible mistake myself whilst trying to “be better” at yearly maintenance on my first go.

This also has happened within just a few months from purchase, so I’m still a ways from a scheduled maintenance date surely if it’s a 12 monthly check.

Can I just confirm if this is a technical support channel or more of a peer response forum? If not I’d rather take this query to email or phone to resolve.

Did you even look around the forum for steps on a clean install?

Microsoft 365 not opening maybe after windows 11 update (?) and files crashing (?)

Hello, Not sure if I should be posting in the Technical Support section but couldn't find any other section to post on. I am having some issues with opening some Microsoft 365 programmes on my laptop earlier this year. I haven't touched on it yet as I had been busy but now things have calmed...

www.pcspecialist.co.uk

Post #5 in that thread above is what I used recently.

 

[XCJ]

On this;

That’s a windows reset, won’t help anything, you’d need to do a clean install


No, it’s just standard maintenance, should be done once a year anyway. You’ll need to be familiar with the process if owning any custom pc or laptop as you’ll need to do it frequently

That’s a windows reset, won’t help anything, you’d need to do a clean install


No, it’s just standard maintenance, should be done once a year anyway. You’ll need to be familiar with the process if owning any custom pc or laptop as you’ll need to do it frequently to maintain performance and for troubleshooting


Norton is basically a virus, if you don’t uninstall it properly it will break your OS. Completely normal.

Any custom system, especially a performance one, you need to be more advanced at proper windows management and troubleshooting just because of the nature of them. They are components made by different manufacturers that have to work with any other components vs an off the shelf product where they make the motherboard and other parts and have a very small selection of 3rd party components it has to work with, as such their drivers will be far more stable, therefore less troubleshooting required with buggy updates upsetting things

If you were ordering a new laptop, would you order it without windows, and source a licence/usb from elsewhere? It seems they install the latest windows regardless for testing purposes

 

[SpyderTracks]

On this;



If you were ordering a new laptop, would you order it without windows, and source a licence/usb from elsewhere? It seems they install the latest windows regardless for testing purposes

Please stick to your own thread

 

[Morgs89]

Did you even look around the forum for steps on a clean install?

Microsoft 365 not opening maybe after windows 11 update (?) and files crashing (?)

Hello, Not sure if I should be posting in the Technical Support section but couldn't find any other section to post on. I am having some issues with opening some Microsoft 365 programmes on my laptop earlier this year. I haven't touched on it yet as I had been busy but now things have calmed...

www.pcspecialist.co.uk

Post #5 in that thread above is what I used recently.

No, I followed the PCS guidance on how to post to the forum using laptop specs from my account, then on receiving a reply, posted follow up questions regarding warranty cover and physical support from PCS.

This doesn’t need to be a forum flex either fellas, I’m asking simple questions as a customer of PCS following their suggestion for support regarding issues with their product. Snarky responses not required, whether I have the time, or take the time to investigate problems for myself, is no-ones business but mine.

Asking questions regarding tech support and guidance is a perfectly normal process for any consumer having an issue, my garage doesn’t respond to an issue with my car engine by saying I should go read a document on how to fix engines. There are other options to be exhausted first before we go there, certainly if you’ve purchased additional optional cover for defects.

 

[SpyderTracks]

No, I followed the PCS guidance on how to post to the forum using laptop specs from my account, then on receiving a reply, posted follow up questions regarding warranty cover and physical support from PCS.

This doesn’t need to be a forum flex either fellas, I’m asking simple questions as a customer of PCS following their suggestion for support regarding issues with their product. Snarky responses not required, whether I have the time, or take the time to investigate problems for myself, is no-ones business but mine.

Asking questions regarding tech support and guidance is a perfectly normal process for any consumer having an issue, my garage doesn’t respond to an issue with my car engine by saying I should go read a document on how to fix engines. There are other options to be exhausted first before we go there, certainly if you’ve purchased additional optional cover for defects.

It is amazing how some people go on a forum for tech advice, get given good advice, and then moan how "snarky" they are because they don't want to follow it, just beggars belief.

Just don't get some people, if you have no intention on doing any troubleshooting, why bother, just call PCS customer services?

The very least you can do as a new member is read the newcomers section which highlights all of this from the very off to avoid these kinds of things, don't go moaning to a techie if you have zero intention into delving into tech, just sayin':

Please read before posting:- Collaboration of Helpful Hints

NB: These forums are not an official support channel. None of us work for PCS, we're all either customers or techies who just like to help out where possible. For any official support, you need to contact PCS directly either through your PCS account, or via the contact details on the main...

www.pcspecialist.co.uk

Guaranteed *report* button being pressed as we speak

 

[XCJ]

Please stick to your own thread

Wow you must be a right joy in real life. Half your replies on here are basically getting on your high horse and moaning aboit trivial things. Crack on.

 

[Ekans2011]

On this;



If you were ordering a new laptop, would you order it without windows, and source a licence/usb from elsewhere? It seems they install the latest windows regardless for testing purposes

If you order a system without a licence, you should NEVER use the version of Windows installed by PCS during the test phase because it lacks the vital configuration. In that case, a clean install and full configuration of your own legit OS are mandatory.

 

[Nursemorph]

Warranty cover says it includes system defects in the collect and return policy, as WiFi is a feature of a computer I would imagine it would be counted as a standard defect and covered right?

If the issue is drivers ie software, then that would be a no. From the returns policy:

"As part of the RMA procedure we arrange to collect the computer from your premises and then re-deliver it back to you. If you return a computer to us and no fault is found, the problem if related to your own hardware, or if the problem is software related we will charge you £36.00 including VAT for the collection and re-delivery costs. At present we do not charge any additional fees for labour.