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How do I get reconnected to the internet. message I'm

Customer Question
getting says 'unable to connect...
how do I get reconnected to the internet. message I'm getting says 'unable to connect to the internet'?
Submitted: 2 years ago.Category: Networking
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Answered in 5 minutes by:
3/1/2016
Network Technician: Harold Hanna, System Administrator replied 2 years ago
Harold Hanna
Harold Hanna, System Administrator
Category: Networking
Satisfied Customers: 342
Experience: Sr System Administrator at General Dynamics
Verified

Hello Jim how are you today? How long have you been having this problem?

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Customer reply replied 2 years ago
intermittent since late morning
Network Technician: Harold Hanna, System Administrator replied 2 years ago

How far away is your laptop from the router?

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Customer reply replied 2 years ago
Don't know distance from router
Network Technician: Harold Hanna, System Administrator replied 2 years ago

Hello Jim I have accepted the request but it states there is a problem. Please ensure you are near your phone in case someone calls in an attempt to fix the problem. We can discuss this further in the mean time while we wait for this to be accepted.

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Network Technician: Harold Hanna, System Administrator replied 2 years ago

When you say it is intermittent, is it fully connecting and working at some times, and then sometimes will disconnect? Or is it only partially working? Can you explain in more detail?

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Customer reply replied 2 years ago
Are you there?
Customer reply replied 2 years ago
it is fully working at some times
Network Technician: Harold Hanna, System Administrator replied 2 years ago

I am here. I will continue attempting to accept the remote desktop request but it may take a few minutes to work. Is this a home network you are connecting to?

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Customer reply replied 2 years ago
thanks any help will be appreciated
Customer reply replied 2 years ago
it is a home network
Network Technician: Harold Hanna, System Administrator replied 2 years ago

OK are they both connecting to the same SSID? How far away is the cable modem or device you are using for it to connect?

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Customer reply replied 2 years ago
cable is close to my laptop and desk top
Network Technician: Harold Hanna, System Administrator replied 2 years ago

OK it is a cable modem? Is the desktop plugged in with a wired connection?

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Network Technician: Harold Hanna, System Administrator replied 2 years ago

Have you tried a wired connection on the laptop from the cable modem to see if this assists your situation?

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Network Technician: Josh, Helpdesk replied 2 years ago
Josh
Josh, Helpdesk
Category: Networking
Satisfied Customers: 22,237
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hi Jim,

I see that you requested a remote services offer for this issue -- More times than not, the issue with intermittent connection requires a new router. If the connection is intermittent when you are directly connected to the router then I would suggest that you contact your Internet Service Provider for a new router.

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Network Technician: Josh, Helpdesk replied 2 years ago

I have not heard back from you in a while -- If the issue is resolved, please rate our session as EXCELLENT, GOOD, or OK and press Submit so I am credited with helping you otherwise please reply back so we can continue with the issue.

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Network Technician: Harold Hanna, System Administrator replied 2 years ago

Let me know if you are still available to further troubleshoot, for some reason the remote desktop session was not accepted. You may want to contact***@******.*** in an attempt to resolve what may be a billing issue. Regardless, we can continue troubleshooting here when you return.

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