Wireless Connection Issues

Question

February 10, 2013 Dell Inc. One Dell Way Round Rock, TX. 78682 United States   CC: Technical Support and Dell Sales Online Email   To Whom It May Concern, In April 2012 I purchased a Dell computer and have experienced ongoing issues with the wireless connection. Initially we were told that we should replace the router and this should resolve the issue. Upon doing this, we found that the connection remained the same and the only way to get internet to work on the computer was to connect directly. Recently, per my 1-year warranty, I brought the computer into my local Best Buy store, which is the place I purchased it at, and they conducted troubleshooting on it. However, they were unable to locate an issue and I was told that I could pay a fee to have them do further troubleshooting on the hardware. Unfortunately, I cannot afford this fee and to my detriment a computer that I paid $500 for is not providing me the service that I need. After going online and trying to resolve by email chat with a Tech support representative, the Dell site informed me that my computer does not qualify for email chat support, and I was redirected to a site charging a $200-$300 fee for email chat support. I believe this is a service that should come with my computer as I already paid a healthy sum of money for service that is not being provided - wireless connection. I am a full time student and my computer is a necessity. It is not only extremely inconvenient to constantly be connected directly to the internet; it also limits my mobility to one place. Online I checked different troubleshooting steps to see if I could fix the problem myself, however these failed to help. The issues still remain almost one year later and I am unable to connect directly to my wireless router. My family also has 2 other computers in the home including an HP and a Toshiba and neither of these computers has any issue connecting to the wireless router. With some research online I found that this is not an isolated issue, as many users have experienced this with Dell computers. My request is that I receive the support I need to fix this problem or be sent a computer that will provide me with the service I paid for, a laptop with wireless capabilities. I appreciate your prompt response and look forward to hearing from you soon! Cordially, Esperanza

PudgyOne · Answer

Esperanza,

Sorry you're having issues.

Did you register your system with Dell? Registering your Dell Product This could be the reason Dell Tech Support waqs not able to help. Dell offers a 1 year warranty on your system.

What is the make and model of your wireless router and the type of security you're using? What channel?

What virus program and firewall are you using on the computer?

Can you run Finding System Information REMOVE YOUR PRODUCT ID and REGISTERED OWNER and post the information back here. Maybe there is something I can see with your adapter to help get it working.

Rick

Networking, Internet, & Bluetooth

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