I'm sorry about the issue. What's the model of your new laptop?
Can you please shut down the new laptop, then turn it back on, then let me know exactly what it is showing on the screen?
Do you also have another computer that is currently working?
Please reply at the box below. Thank you,
Please press and hold the power on / off button on your new Dell laptop for about 10 seconds, then turn it back on. Then what exactly is showing on the new laptop's screen now?
Ignore about the router's login for now. Can you please press and hold the power on / off button on your new Dell tablet / laptop for about 10 seconds, then turn it back on. Then please tell me exactly what is showing on the new tablet / laptop's screen now.
Thank you. Do you mean on the new laptop, when you click on the wireless / network icon at the bottom right, then click on your wi-fi / wireless network name, it does not work? What is it asking? Or is there any error or message?
What's showing on the home page of the new laptop?
What's the model of your router?
Does your old laptop have windows xp, vista, or 7 or 8 or 10?
Thank you. Please click on the wireless / network icon at bottom right, then make sure the option Airport Mode (or Airplane Mode) is turned OFF, then does it show anything else?
So Airport Mode is turned OFF. What's showing on the new laptop's home page?
Is the internet on your old laptop currently working fine via wireless connection? Or is your old laptop currently connected to the Netgear router with an Ethernet / network cable?
I do live online support. Can I connect remotely to your old laptop, so I can check on your router directly through your computer for you?
That means it looks like the wireless router is working fine since it is currently working with the old laptop.
Do you have an extra Ethernet / network cable?
Click on Start -> Settings -> Network & Internet -> Wi-Fi, what does it show there?
Can you please press at the same time the two keys Fn and PrtScr on the new laptop's keyboard in order to see if it is able to turn off / on the wireless and check?
- Then click on Start -> Settings -> Network & Internet -> Wi-Fi, what does it show there?
Please reply at the box below. Thank you.
When you set up your new laptop previously, did it show your internet wireless network name?
Is it showing any other wireless network name at all?
Can you please disconnect the power cord from your Netgear R6400 router device for a couple of minutes, then re-connect, then wait a few minutes, and check?
- If needed, press at the same time the two keys Fn and PrtScr on the new laptop's keyboard again, and check. It should show you whether wireless or airplane mode is turned off or on.
Please let me know. Thank you,
You did disconnect / reconnect power cord of the netgear router right?
- Click on Airport Mode, then what happens?
Click on Airport mode again to turn off, and check.
Can you click on the wireless / network icon at the bottom right on the old laptop, does it show any other wireless network name, besides yours?
Is that on the new laptop or old laptop?
So you click on the red x on the new laptop, and it shows that Airport Mode is turned OFF, but it still does not show your wireless network name.
- On your old laptop, please click on the wireless / network icon at the bottom right on the old laptop, does it show any other wireless network name, besides your wireless network name?
When the wireless icon appears, click on it, then what does it show?
Can you turn Wi-Fi on?
After you turn Wi-Fi on, does it show the name of your wireless now?
Something is corrupted on the new laptop. Please try the following in order to reset it fresh and set up again:
- Click on Start -> Settings -> Update & security -> Reset PC -> Remove everything and continue.
Please let me know. Thank you.
The reset process takes long. Please let me know later; let me know if it is stuck any any setup step. Thank you.
You're welcome. Thank you for your patience.
Sorry. Do you mean it sees your wireless network name, and connects, but it keeps getting disconnected?
I'm really sorry. It looks like you got a bad new laptop as we did the reset it fresh and set it up fresh again, and the old laptop is working fine with your router. Can you return / exchange it?
I'm sorry about that. Most windows 10 computers are okay; it looks like you just got a bad one. I'm the computer tech, so our customer service will email you about the billing later, but it's the amount you've agreed to. If you have any concern, you can always let us know. If you need help with anything else later on, please let me know any time. Also, can you please take a moment to rate my service today by clicking on the 5-star icon at the top, then click on Submit. Thank you very much for your patience.