Hi Pauline, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Are you now using your Surface 2 to chat with me here?
Please let me know by replying to me here so that I can help you further.
Thank you for writing back with that information. Is it running Windows 8.1 or 10?
I am still here. Please open Device Manager in Surface 2 and then tell me if there are items listed with yellow exclamation marks.
Ok. Please expand the "Network adapters". Can you please tell me the name of the items there listed as "wireless"?
Are there other items listed as wireless?
Also, is this Marvell item listed good? That is, with no yellow exclamation marks?
Thank you. Now, regarding the internet problem, are you UNABLE to connect to the wireless network thus you have no internet on Surface 2?
So your Surface 2 now is connected to internet just now?
Ok. Can I remotely access your computer so that I can directly check and fix the issues while you watch?
Remote access (Secure Remote Assistance) is an optional additional service offer with a minimal one-time flat fee regardless of how long it will take me to fix the problem. We can resume any time without additional cost. It is safe as you will be watching your screen and we can chat right there, and it will be a faster mode of help.Please let me know if you want this remote option.Best regards,Jess
Unfortunately, no. It will be an extra fee
We guarantee our service, you can always get your money back when you are not satisfied.
I will just send you the formal offer, just accept it if you want to start the Secure Remote Assistance.
Thank you for accepting the offer. Now, please use your Surface 2 and then access your JustAnswer.com account there. Then continue chatting with me there in Surface 2, no need to close our chat on your Mac though. Tell me when you are already chatting with me from the Surface 2 so that I can send you the procedures to join me in the remote session.
Thank you for accepting my additional service offer of remote access so that I can help you directly in fixing your problem. For me to remote in, we need a remote access tool. Please follow the steps below to join me in the remote session.
1. Please click on this link:http://www.justanswer.com/remotedesktop/join.aspx?Session=34d624f2-33db-4b48-84b7-de79e48f4bfb
2. In that page, please click on the green I Agree button3. Then download the remote tool when prompted.4. Run the downloaded remote tool to join me in the remote session. I will be waiting for you there.
Thank you. If you are stuck in any of the steps, please let me know so that I can help you further.
No, please proceed with the procedures. This is safe and the tool is just lightweight.
Thank you for your patience. All issues were resolved through Secure Remote Assistance.
Thank you for using our service. If you need assistance in the future, you can request me any time by posting a new question starting with "For Jess M" so that I can assist you immediately.