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Hi,

  I recently bought a new to me Lenovo Laptop with Windows  11 on it.   It works fine at my business with the Verizon router but at home with the Arris on Xfinity it will not allow me to access the internet ?   It says “connected” but no internet access.   I am using Firefox but have tried Edge and Chrome just to be sure it wasnt the browser.

 

 Any thoughts ?  Is anyone else having the same issue ?   The Modem/Router is probably 4 years old ?  I cant seem to find a way to check to see if it has the latest firmware.

 

I have a desktop, two phones and a tablet and all of them connect just fine. 

Make sure if any VPN service is turned on on your new laptop, if it is turned on I would suggested you to turn is off.

Could you please confirm whether the laptop is unable to connect on both the 2.4GHz and 5GHz bands? Additionally, would it be possible for you to connect the laptop directly to the gateway using an Ethernet cable to check if that provides internet access?

 

If the issue seems to be related to Wi-Fi, I would suggest try changing the Wi-Fi channels to see if that helps resolve the problem.

Please check the below link, where you can find the steps to change the Wi-Fi channels. 

http://arris.force.com/consumers/articles/General_FAQs/SVG2482AC-Changing-the-Wireless-Channel

 

Thanks you for this information.  I will try the laptop with an Ethernet cable and see what happens.  If that does not work i will try the other option of changing the wifi channel.  It might be a day or so before I can try it but i will report back either way.

Thank yoou !

Bill

Ok,

  1. Connected the laptop to the router with Ethernet cable.   Everything works fine including internet.
  2. Disconnected the Ethernet cable.
  3. Went into router control panel and changed the channel from 11 to 6.  Still no internet.  I can look at the router from my phone and does show the laptop connected.  For some reason it just will not allow the internet to pass through :(
  4. I set the router back to automatic channel selection.   The wireless card in the laptop only has 2.4ghz. 

Not sure what to try next.  All of my other devices work fine.  And the laptop works fine at my business with a different router. 

Have you tried connecting the laptop to both networks, including the 2.4GHz and 5GHz?

If still does not work try changing the security mode for the WI-FI networks

Please follow the steps below:

  1. To access the GUI, connect your computer directly to the gateway using an Ethernet cable. Then, open a web browser and enter http://10.0.0.1 in the address bar to proceed
  2. Please log in to the GUI page and navigate to Gateway > Connection > Wi-Fi. Next, click 'Edit' for the 2.4GHz network and change the security mode to WPA/WPA2-PSK (TKIP/AES) (Recommended).
  3. Follow the same steps for the 5GHz network as well. Afterward, power cycle the gateway and give it a try. 

“Have you tried connecting the laptop to both networks, including the 2.4GHz and 5GHz?”

Laptop only has 2.4 ghz

“If still does not work try changing the security mode for the WI-FI networks”

Will this affect any of the other things connected to it ?  Like my Wifes computer etc ?

Changing the security mode shouldn’t affect the network’s performance and could actually make it easier for older devices to connect without issues.

Besides your laptop, can your other devices see both the 2.4GHz and 5GHz networks?

 

 

“Besides your laptop, can your other devices see both the 2.4GHz and 5GHz networks? “

I dont know.  I know the tablet is on 5GHZ  The other devices are 2 phones, a desktop and some security cameras.

 

I am going to change the security setting and see what happens. 

Changing the security method did not make any difference.  There has to be some type of incompatibility between the wireless card and the router.  The wireless adapter is an Intel Wireless N 7260  

If other devices are working on the Wi-Fi, the laptop should as well. Please check for any updates for the network interface card on the laptop and install them if available. 

Update.  Even though Intel no longer supports the wifi card there was someone on their support forum that suggest using the Windows 10 drivers.  I installed them and that seems to have corrected the problem 🙂 :)   

 

Thanks for all of your suggestions.  I was about to go crazy  :)

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