Laptop not recognising wifi network which other devices can see

[rogerbid]

Hi, I hope someone can offer an explanation and solution to my problem!

My home wifi internet connection is accessed variously by a desktop PC, 2 laptops, a netbook, a tablet, and 2 mobile phones. Until yesterday, there were no problems with any of the devices recognising the network, named Netgear because it uses a Netgear Modem.

Problems with the cable internet connection (not the wifi connection) resulted in a visit by a technician from my ISP, and he replaced a connection in the box where the cable comes into the house. He finally declared the problem he had come to investigate was solved, and left in his little white van.

I immediately I turned on both laptops and to my horror neither of them would recognise the Netgear network, (although my neighbours' Wireless Network Connections were detected which suggests to me the problem is not within the modem?)

I immediately phoned the ISP support line but by the time I got through to a human one laptop had 'found' the Netgear connection. The second laptop (my wife's) also connected just as I was explaining the problem on the phone. I then assumed the problem was fixed and ended the phone call. At this point the desktop and both laptops were simultaneously connected to the internet.

However since then there has been an ongoing problem with my wife's laptop, which initially fails to recognise the Netgear connection but eventually (and for no apparent reason) connects. My laptop and desktop have not had this problem since the technician's visit.

I would like to think it is an ISP service problem and insist they return to fix it, as it arose within 5 minutes of their technician's visit, but I do wonder if there is in fact a problem with the laptop.

My post is prompted now because my wife has just turned on her laptop with the same result but this time it seemed it was just not going to connect. We waited far longer than normal and then it only recognised the Netgear connection after I put the laptop alongside the modem. Is it just a coincidence that the connection was restored when it came close to the modem or could there be a problem with the laptop (maybe its inbuilt antenna). As I write, the laptop is in the next room and still connected.

I have no idea what I can do to resolve this since my knowledge of how these things work is non-existent.

Please can anyone suggest what the problem might be and how I can fix the issues?

Many thanks for any suggestions offered, and best wishes to all,

Roger

Sorry, after posting I saw the sticky note about asking for help, and can supply the following details:
- Provide us with the make and model of your laptop Toshiba Satellite C50D 15.6 AMD E1 500 SEM
- Provide us with the make and model of your router No separate router
- Provide us with the make and model of your modem Netgear Home Network Gateway CG3000 2STAUS
- Operating system and driver version Windows 8.1

My apologies for overlooking this matter
In addition, my ISP is Optus, and my connection is by cable

EDITED LATER: I have thought more on this and now doubt what I wrote previously. I am now thinking that if the neighbours' networks are showing as available networks, doesn't this mean the laptop is receiving the signals direct (in other words NOT through the modem)? If so, doesn't that mean that if the laptop is healthy, then the modem might be at fault? I am now thinking that the 'wireless bits' in the laptop must be doing their jobs otherwise no networks would be detected. Any thoughts?

Thanks

 

[Legion93]

If you are saying other networks are showing as available networks, that means there are no issues with the laptop or its network card. It might most significantly be a modem issue. Try resetting the modem, unplugging etc.

Also have you tried connecting via ethernet to see if that works? I understand the wireless is getting picked up by your other devices but fails to do so on your laptop? Try updating drivers, Windows etc.

Another assumption might be there is electrical interference between your router and devices, hence the reason it connecting to your laptop when next to it.

I would suggest to get in touch with your ISP again, as the problem has resulted within 5 minutes of the technician's visit, doesn't sound like a coincidence at all to me.

 

[rogerbid]

Thank you Legion93

I welcome your view that the problem lies not with the laptop internals but with the modem. I will try an Ethernet connection tomorrow (it is late Sunday evening here now) and see if that is any better. If so what will that prove exactly?

I can also try resetting the router and will Google how to in the morning. However as you suggest I will get back to Optus and see if they can send a techie out again.

Thanks for your reply,

Roger B

 

[rogerbid]

Hi again

It has been a couple of days now since I wrote my last response, so it is time to update you all.

After receiving Legion93's reply, I was initially fearful of meddling too much in things I do not understand and so I played safe and my first action was to simply switch the power off to the modem overnight.

My wife has turned on her laptop about 9 or 10 times since and each time has connected to the network without a problem. Could this be a permanent solution? Time will tell.

I am not going to tempt fate and say the problem is fixed, but will not be trying anything else for a while.

I shall be away from home for a couple of months from the end of the week so I will not be able to send an update for a while, but hopefully things will be back to normal during my absence

Thanks for the suggestion Legion93, I will report back early in July

Roger B