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Ethernet Connection Issues

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Ethernet Connection Issues

I purchased a new HP desktop with Win10 installed.  The Ethernet connection has not worked from the beginning, I can only use WIFI.  I tested the modem by plugging into my laptop and it works without any problems, my laptop is still on Win7.  I purchased a new Ethernet cable, unistalled the drivers and ran every troubleshooting I could find.  Contacted Geeksquad since I bought the computer at BestBuy and they wanted me to bring in and charge me to look. Contacted HP and they want to restore the computer and then take in for service if that doesn't work.  Contacted AT&T support and was told that the modem needed to be configured to Win10 and they could do that, but they want to charge me.  I don't think I should have to pay my ISP to fix an internet connection issue on a brand new computer.  If I can't get it fixed, I'm dropping AT&T for all of services (TV, internet, home phone and cell phones).  My modem is an AT&T uVerse Arris NVG589.

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Message 1 of 20
Expert

Re: Ethernet Connection Issues

@sebald01   Did you run the Win Connection diagnostic.  If your ethernet connection is showing, right-click it and click Toubleshoot Problems.  It'll get it fixed or give avenues of help.

 

Also could try an unplug/plug in 20 second reboot of the RG to see if it'll pick up the HP.

 

Good luck Smiley Wink

 

Chris
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Message 2 of 20
Employee

Re: Ethernet Connection Issues

Hey sebald,

 

I apologize for the problems you are having. I'd like to try to help.

 

Could you provide some screenshots or details of any error messages you are receiving?

 

Also, you mentioned that you uninstalled drivers? Could you specify what you have done up to this point?

 

This can go a long way in finding the issue without doing things you have already tried.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 3 of 20
Associated Member

Re: Ethernet Connection Issues

If there's other devices working via a wired connection, its bound to be either that ethernet cable, or the desktop itself, probably will be best to send it to HP for warranty work.

*I am a trusted partner that is associated with AT&T, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 4 of 20
Tutor

Re: Ethernet Connection Issues

I plugged the Ethernet connection into my laptop and the connection was fine, no drop issues.  I don't want to send the desktop anywhere, it's a brand new computer.  Anything that was needed to get a good Ethernet connection should have been there when I purchased.  If there is a compatability issue with the AT&T Uverse modem that I'm using, no one at HP, Geek Squad or AT&T have been able to tell me that.  

Message 5 of 20
Tutor

Re: Ethernet Connection Issues

Yes, I tried a WIN Connection diagnostic, it came back saying there were no issues identified.  An HP support tech also did a remote into the computer and ran various tests.  Their last recommendation was to do a restore.  I don't see how that will help anything, as it is a brand new computer.  I've unplugged, rebooted the modem a number of times.  No luck there.

Message 6 of 20
Tutor

Re: Ethernet Connection Issues

There isn't an error message I can show you.  When I go to Network Settings and click on Ethernet, it shows that it's connected for anywhere from 30 seconds to a minute.  Then the connection disappears, it says no internet for a few moments, then back up again.  From there, it will kick on and off continuously.  I tried unstalling both the Ethernet and WIFI drivers.  When I rebooted the computer, it detected and reinstalled both.  Problem persists.  I've been on the phone with AT&T a number of times.  I was told by someone at Connectech that they needed to configure my modem to Windows 10, however, they would only do this for a fee.  I don't think my ISP should charge me to fix a connection issue with their equipment.  If I can't get this fixed soon, I'm dropping all of my AT&T services and going with someone else.  At least they will get me up and going.  

Message 7 of 20
Employee

Re: Ethernet Connection Issues

Because the ethernet connection worked with no problem to the laptop, it suggests that the network card in the desktop is defective.

 

There is no reason it would work on your laptop and not on the desktop, other than the device being defective.

 

Although you may not want to, I suggest sending the desktop in to be repaired since it should be under warranty. The only other alternative is purchasing a standalone network card for the desktop to see if the issue is resolved. If so, then the problem has been isolated to the network card on the motherboard of the computer.

 

http://frys.com/product/7168682

 

Something like this can be enough to test the problem. Hope this helps.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 8 of 20
Anonymous
Not applicable

Re: Ethernet Connection Issues

I just bought an hp computer.  I had no trouble with connecting to the internet.  I plugged the cable in and it worked first time.  If it does not work open the control panal and go to networking and run the network repair utility but make sure your ethernet cable is plugged in.  I had problems when I upgraded another computer from windows 7 and the network trouble tool change what it needed to change and I have been online since.

Message 9 of 20
Teacher
Solution
Accepted by topic author
Accepted by sebald01
‎01-24-2016 8:45 AM

Re: Ethernet Connection Issues

Have you tried connecting a USB to ethernet adapter?  If the ethernet works this way, then it will confirm that the onboard NIC is bad and the warranty should cover the replacement of this. 

Message 10 of 20
Tutor

Re: Ethernet Connection Issues

Thank you!!!!  You are the first person to recommend this as I didn't know such a thing existed.  I just went and purchased one and it works perfectly!!!!  So now I know that it is a hardware issue and I should get HP to fix under warranty.  However, I didn't like the idea of them sending me a box with shipping label and sending my computer off to who knows where.  But when I went to Best Buy to purchase my adapter, there was a gentlemen there who worked for HP.  He said the repair shop for my area is close by and I should be able to drop off myself if not comfortable shipping off.  I'm going to get a hold of them and see if this is an option.  Thanks again for your help!!!

Message 11 of 20
Contributor

Re: Ethernet Connection Issues

I'm having this same problem with my new ATT Uverse service. It works fine on wireless however I need to use a hardwire connection for work purposes. My PC is a few month old Dell Inspiron 17 with Win10 and the ethernet connection is resetting about every 10-30 seconds. I get an error message that says "Your connection was interupted, a network change has been detected", and then my laptop reconnects, ...over and over and over. 

 

There seems to be an incompatibility issue between this Dell laptop and Uverse. My network adapter is a Realtek PCIe FE Family Controller. Win10 tells me it's working properly and using the latest driver dated 5/2015. Prior to this new Uverse service I'd been using the same ethernet port on ATT DSL without any problems. 

 

I'm curious if the person who started this thread was able to get their adapter repaired or if it tested good with no problem found. I suspect my network adapter is fine but the new PACE model 5268AC FXN gateway isn't compatible with it. 

 

Message 12 of 20
Tutor

Re: Ethernet Connection Issues

Yes, I've been using the USB adapter for the ethernet cable connection since January and I've not had a single connection issue since.  HP finally agreed that it was likely a hardware issue and not a software issue, so they wanted me to ship the PC to them to be repaired.  I let them send me the shipping box, but have not used it.  I honestly don't trust that it will come back ok or how long it would take.  The USB works just fine, so I'm happy with that.

Message 13 of 20
Teacher

Re: Ethernet Connection Issues

Cjjonn -- Have you disabled your wireless on your computer?  Sometimes there is a conflict when both the wireless and the ethernet are enabled.  I use ethernet when I am home and wireless when I'm not.  I just have to disable and reenable my wireless in between.

Message 14 of 20
Contributor

Re: Ethernet Connection Issues

Thanks for the feedback sebal01 and flemmann. 

 

Indeed I am disabling my wireless to use the hard cable. In fact, if I'm connected wirelessly and then plug in the cable, it still resets my connection every 10 or 15 seconds which disrupts the wireless. 

 

Today I was able to borrow another laptop which had no problem staying connected over my UVerse ethernet cable. This does seem to indicate an issue with my PC, yet its ethernet port works fine for DSL service. 

 

ATT sent a tech back out to check the lines coming to my house and he made some adjustments but to no avail. The tech told me he had a similar problem that turned out to be a driver issue in his PC. I checked to see if there was a driver update available for mine but no such luck. 

 

I guess if I switch to a USB based card I'd be using a different driver, so that might be a viable work around. 

Message 15 of 20
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