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Laptop can’t see wifi

Mw20242024
Investigator
Investigator

Hi all, fired up my laptop I’ve not used for a while, in fact not used since we got EE broadband a few months ago. Problem is, it can’t pick up the router, it’s working ok - it can see the neighbours ones. All other devices see it ok. It’s running windows 10, I’ve tried a few things I’ve seen on YouTube tutorials but nothing has worked. Is it something to do with it not liking the router or something? I’m not overly tech savvy so please reply as if you’re explaining it to a 5 year old!

28 REPLIES 28

Shame EE  customer service couldn't figure that out. Their "fix" was keep resetting the box, then send another smart hub because that has to be the issue...... 

I fixed it by searching for the issue, then coming across the website that had downloaded the Intel updates which were dropped by Intel themselves. Waiting weeks to connect my computer to wifi-6 wasn't really an option, and it wouldn't be for many people. 

And to be honest unless you are a computer geek creating another SSID isn't really an option for the majority of people who own computers. They just switch them on, browse, and switch them off.

RichEdg
Visitor

Did you get a fix? We've just encountered the same problem 

Completely understand what you're saying.

Compatible Wi-Fi is as simple as a toggle in the EE App under Wi-Fi Controls, then prompts you to create a password for it and you connect yout devices to it and don't have to worry about it ever again.

Really very simple and useful feature, it's a shame that CS couldn't point you in that direction to see if it might fix the problem.

Glad you got it sorted though in some way.

Matt_124
EE Community Star
EE Community Star

Try the Compatible Wi-Fi setting in Wi-Fi Controls in the EE App.

Should create a separate SSID/signal for the problematic devices to connect to.

Some info here on the feature:

https://ee.co.uk/help/broadband/manage-use/how-to-set-up-compatible-wifi 

I did see the compatible wi-fi button but it wasn't clear how to make that work. I can see it now with that link. CS should at least point that out, and they could actually do it themselves as they navigate the back end whilst on the phone to them. But i guess the password thing would actually stop them doing everything for you. 

Hopefully your link will help people in the future, but if it doesn't and they have the Intel AC-7620 on an old machine then they can download that latest version and fix it that way, covering all options. 

robh661
Established Contributor
Established Contributor

You might need to hard wire the laptop to the router to start with via an Ethernet cable, and see what updates are available. Download and install the updates, as the laptop reboots, remove the Ethernet cable from the laptop and see if the router is now available as a wi - fi network.

JamesT10
Explorer

I had a similar problem with a desktop Windows PC not seeing our EE wifi network. I'm a Mac user so was fumbling around a bit, but found an option to update drivers for the computer's wifi receiver. Once it had updated the driver it showed our network in the available networks list and was able to connect.

I should add that during the process my router restarted because I also tried switching on the Guest Network to see if the PC could see that. That could equally have been the fix.

Not even that works on some older Laptops, i had this very problem on a housemates laptop today, We just swapped from BT to EE with a new contract and they sent us the WiFi 7 PRO router a WiFi 7 Booster and the new YOUVIEW pro box for the main TV room and recordings, anyhow, i used the new way of migrating all passwords for everything by naming it the same as the BT network we had and password and it all worked for everything, as i think it said we have 27 devices in the house connected as we have 4 Alexas, various lights, 4 mobiles atleast 4 smart tvs, 2 PCs, laptops, tablets, the list gos on,its actually crazy honestly when i was looking at the list.. But yeah my housemate came down about 2 hours ago and said i cant  find the WifI network on my laptop so i thought oh itll be an easy fix, something will be turned off or hes done something, and no, i sat for an hour trying different things, the first thing i actually tried was the compatible mode as i seen that when i was setting up the router and stuff today, use that for legacy devices, i thought right thats what it will be, his wifi card for some reason cant see the new network as its throwing it out over wifi 6 now or whatever, but yeah it didnt work at all, i tried setting up guest mode, making a frequency for guests even that wouldnt show up... I didnt try disabling 6Ghz so i may try that tomoz... But yeah it got me stumped, he had to go to bed so im googling now to see if theres anything else, thats when i came across these answers, updating the wifi card in the laptop maybe was an answer that worked for someone, hopefully something will work as i feel sorry for him being the only person without internet now..

 

@CHADSKiii If your laptop in question is windows device, then the drivers or type of wifi device that is in the Laptop may just not be compatible, YOU are on a WiFi 7 device now with the 7 Pro hub you mention so everything in the post you selected is NOT 100% relevant.....

Pair the hub back temporarily by turning off the 5Ghz and the 6Ghz wifi signals, the Comp feature on and at WPA2-PSK mode/2.4Ghz only on, if you do not see the laptop show you the SSID for the hub then go no further Hub wise and concentrate on the Laptop Side of things.  

Unless you use a wifi analyser on one off your working devices, you will NOT see what is going on with the EE Pro and the Smart Wireless Extender, there is Main 2.4Ghz/5Ghz/6Ghz and associated hidden ssid's, the hidden you will not see, EE WiFi and possible hidden for that also, so a lot going on, also switch off the Extender it may help in the short term to get your Laptop connected.