How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 40274
Experience:  Over 15 years of consulting to the IT industry
32989067
Type Your Computer Question Here...
Richard is online now

I keep losing connection to wifi on my laptop. I rang my

Customer Question

Hi. I keep losing connection to wifi on my laptop. I rang my provider Virgin and they advised I contact you. The problem is access point downstream receiver? Can you help me? I'm about to do an online assessment test for promotion and if it crashes I'll be out of the running.
Thanks
Jackie
Submitted: 3 months ago.
Category: Computer
Expert:  Richard replied 3 months ago.

Hi there and welcome

Can you tell me the make and model of your wifi router please?

Thank you

Richard and 4 other Computer Specialists are ready to help you
Customer: replied 3 months ago.
It's a Horizon box from Virgin
Expert:  Richard replied 3 months ago.

Thank you

Click this link

download.teamviewer.com/download/TeamViewerQS.exe

A program will start downloading to your computer (it does not open a webpage, but the file will start downloading to your computer).

Run the program and it shows you and ID and Password.

Give me the ID and Password ***** please so I can connect

Do not close the program but leave it open else I will not be able to connect

Thank you

Customer: replied 3 months ago.
ID 120 034 912
Password: 8304
Expert:  Richard replied 3 months ago.

connecting

Expert:  Richard replied 3 months ago.

Looks like you lost internet, let me know when you are back online please.

Customer: replied 3 months ago.
I'm back online. Is the Username the same as SSID?
Expert:  Richard replied 3 months ago.

No, but on the back of the router do you see a reset button? It will be in a hole

Customer: replied 3 months ago.
I can't find any! I'll check again
Customer: replied 3 months ago.
There's definitely nothing there.
Expert:  Richard replied 3 months ago.

Can you tell me the make and model of the router please?

Customer: replied 3 months ago.
Sorry, I lost connection again. The box is a Samsung Horizon Box Model: SMT-G7 400/XEN
Expert:  Richard replied 3 months ago.

ok, the box is very limited.

When did the issue start with the computer?

Customer: replied 3 months ago.
Earlier this year, it just started losing connection. Everything else, i.e. phone ipad etc has no problems
Expert:  Richard replied 3 months ago.

what is the make and model of the computer?

Customer: replied 3 months ago.
It's an Acer aspire ES15
Expert:  Richard replied 3 months ago.

Thanks

Can you download and install these two drivers plesae

Click me

Click me

Once done, restart and tell me how it functions please

Customer: replied 3 months ago.
far so good. I'll see how it goes and I'll let you know.Thanks.
Expert:  Richard replied 3 months ago.

thank you

Customer: replied 2 months ago.
It was fine for a few hours, but crashed again....
Expert:  Richard replied 2 months ago.

ok, I want to do a system restore please.

To do this, close all programs.

Press the windows key (the one to the left of the left ALT key) + R and type in the run box that opens

rstrui

Press enter

Then follow the onscreen steps to choose a system restore and choose a date before this problem occurred.

Let it complete and tell me if it now functions correctly please