Laptop can’t see wifi

[Mw20242024]

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!

[redvictor1]

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]

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

[Matt_124]

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]

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 

[redvictor1]

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]

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.