sprint wireless cards - internet connectivity issues all the sudden
Posted on 2011-10-19
Hi I had a customer bring me their laptop because they were having internet connectivity issues with the wi fi card. Prior to bringing it to me they called sprint and did a ping test and sprint said everything shows to be ok on their end. So since the customer believed it was a windows issue, they brought the laptop to me. I ran basic spyware apps and deleted anything suspicious it found, then I plugged the card in and still it did not work. I opened IE and I got nothing- no internet not even an error (after several minutes an error came up) but usually when the internet has an issue the error shows up right away.
I removed the card and downloaded the drivers on my laptop, disabled my wifi and plugged the USB wifi card in and after the drivers installed I rebooted my laptop. Logged back into windows, the sprint software I installed gave me a full signal. I tried to go online and the same thing happened- the page tried to load but nothing happened, also again no errors until several minutes later. At that time I told the customer I believe they have a faulty wifi card despite sprints over the air testing which they claimed showed no issues.
The customer went to a sprint store with his laptop, at first it didnt work when they tested it then they pulled his account up and several minutes later they tried it and it worked. He said he thought they changed a setting on his account because they didnt do anything in terms of changing settings on the laptop. So issue resolved (or so he thought), He shut the computer off, turned it back on and then tested it again (at sprint) and it still worked, so he went home. Got home and tried it again, and it didnt work once again!
Went back to sprint the next day and they said they could do advanced testing for 35 bucks, or he can upgrade to a 3G / 4G card, (the U600) and pay $50 for the card and get a $50 gift card so its like getting it for free. He did that and they plugged the new 3G / 4G card into the computer and got it working. He went back to his house and amazingly when he got home he STILL could not connect to the internet (the card was in 3G mode). He switched over to 4G mode and on 4G mode it does connect, but only has 1 bar of reception.
To eliminate poor reception from being the cause of the problem I asked him to bring his laptop to another location and try it so he tried it at his work (in the city) and it did the same thing- it connects to the 3G but no web pages load, and when he switched it to the 4G he got a full signal once again, and this time it did load his home page (google) and also he was able to log into his godaddy account to retrieve his new emails, however he claimed that some websites that he had saved in his favorites did not work (such as his credit card company’s login page and a few other sites). Since he logged into his godaddy account I assume it cant be a cached web page (loading from prior temp files) it has to be the actual site since he put his login info in and had access to his account. It’s a real mystery to me.
He has windows vista for an OS :-( and I know for a fact that his wifi signal does not automatically connect to the net if reception is available- it has to be manually set (so I know he cant be getting a partial wifi signal that is interfering in any way). So….any advice or ideas?