Can't connect Cricket Wireless internet to new PC

[tommaple7]

My Cricket Wireless internet service has worked great on my old home HP PC for a couple of years. I recently bought a new HP desktop TP01-2256. Got the keyboard, monitor and mouse connected and started the set up. Was asked for my country, language and the third page said “Let’s connect you to a network” . The options presented to click on this screen were my original Cricket network Wi-Fi name and my upgraded Cricket network Wi-Fi 5G name. I tried to connect to both but was unable. I was asked for my Network Security key which from what I’ve read is my Wi-Fi password and entered that.

    Error messages I got were:

       Network Security key isn’t correct

       Can’t connect to the network.

I phoned Cricket customer service 4 times to get help. Nobody could solve it and I became disconnected on 3 of those calls.

   Hope I made sense and that somebody can steer me in some direction.

            Thanks! 

[ub6424]

Hello @tommaple7 

(1) Update BIOS

HP Consumer Desktop PC BIOS Update (ROM Family SSID 8860)

F.11 Rev.A

12.4 MB

Mar 16, 2022

Download

(2) Update Chipset

Intel Chipset Installation Utility and Driver

10.1.18836.8283 Rev.C

0.5 MB

Oct 23, 2021

Download

(3) Update wifi (one will work !)

Intel WLAN Driver

22.80.1.1 Rev.A

24.0 MB

Oct 15, 2021

Download

or

Realtek RTL8xxx Wireless LAN Drivers

1.0.0.193 Rev.S

24.6 MB

Dec 16, 2021

Download

(4) ( Optional ) Update bluetooth

Realtek RTL8xxx Series Bluetooth Driver

1.9.1038.3003 Rev.S

2.6 MB

Oct 6, 2021

Download

(5) Install optimizer

HP Connection Optimizer

2.0.19.0 Rev.A

8.7 MB

Dec 30, 2020

Download

(6) Reboot and test again ...

best regards

---

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[Prométhée]

hi @tommaple7  @ub6424 

" Was asked for my country, language and the third page said “Let’s connect you to a network” . The options presented to click on this screen were my original Cricket network Wi-Fi nam "

sorry but

unless I'm wrong..
@tommaple7  you say that it is the configuration of the computer, the first start?
Therefore, it is difficult to update, and if there is no internet, it cannot be done directly from the computer..
The update of the bios, being relatively risky, and it will probably not solve the internet problem, personally, I advise you not to do it
You can see the many failed bios topics here

So if it's fine on first startup, you should be able to simply refuse to make the network connection..
finalize the installation of the system, once your computer is configured, and your user account finalized and then you can try to create an internet connection

[BeemerBiker]

---

@tommaple7 wrote:

My Cricket Wireless internet service has worked great on my old home HP PC for a couple of years. I recently bought a new HP desktop TP01-2256.

-

The options presented to click on this screen were my original Cricket network Wi-Fi name and my upgraded Cricket network Wi-Fi 5G name. I tried to connect to both but was unable.

-

I phoned Cricket customer service 4 times to get help. Nobody could solve it and I became disconnected on 3 of

---

I think you  have two problems here: 5g Wi-Fi and 5g cellular.  Please read up on the difference

If you are getting disconnected in a phone call, I assume you have a smart phone and there is a cellular problem.  My neighbor has Verizon and no problem.  I have AT&T and one bar outside and none inside the house.  Even the AT&T service rep had to go out to the street to make a call.  My iPhone only works inside the house when Wi-FI calling is enabled.

If you are getting disconnected you need to enable Wi-FI calling.   I am not familiar with android phones but I assume the are similar to iPhone for cellular reception.

Set your modem or router so that the SSID and password for the 2.4 and 5ghz band are the same.  There is a good discussion of this here although it was for a MacBook.  It was also recommended in the AT&T manual for my router.

After setting the SSID and password to be the same please run the Wi-Fi optimization procedure to select the best 2.4 and 5ghz bands.  I assume cricket router has something similar to the following

Your security for both bands should be "WPA-PSK" and version "WPA-2"

If you still have problems with you HP desktop then

1.  Make sure you have the latest WI-FI driver as suggested by @ub6424  Update of the bios is risky as mentioned by @Prométhée 

2. force your HP to use the 5ghz band..  Something similar to the following

[Prométhée]

---

@BeemerBiker wrote:

---

@tommaple7 wrote:

My Cricket Wireless internet service has worked great on my old home HP PC for a couple of years. I recently bought a new HP desktop TP01-2256.

-

The options presented to click on this screen were my original Cricket network Wi-Fi name and my upgraded Cricket network Wi-Fi 5G name. I tried to connect to both but was unable.

-

I phoned Cricket customer service 4 times to get help. Nobody could solve it and I became disconnected on 3 of

---

I think you  have two problems here: 5g Wi-Fi and 5g cellular.  Please read up on the difference

If you are getting disconnected in a phone call, I assume you have a smart phone and there is a cellular problem.  My neighbor has Verizon and no problem.  I have AT&T and one bar outside and none inside the house.  Even the AT&T

---

@BeemerBiker  which also happens, when you have online tech support, like sometimes with HP
You have a reference time..
If we cannot help you in the allotted time, you will be disconnected..
It happens sometimes at HP too, like many others

Coming back to the problem, during windows install, it's common, I always login after configuring the computer, and it works better

[tommaple7]

Thanks Vb6424, BemmerBiker and Promethee.

Promethee - Yes, I'm trying to to set up the new computer for the first time (I'm on the old computer now). So far I've been prompted with 3 pages - country, language and "Let's connect you to a network" where I'm stuck now. I'm unable to move beyond here to continue the configuration/set up because the "next" button is greyed out and there is no "skip" "back" or any other way to move. The only option I have (that I know of) is to push the CPU on/off button which of course shuts the computer down. When I start the computer back up it always goes directly to this "Let's connect you to a network" page.

[ub6424]

Hello @tommaple7 

Send a picture of the screen where you stuck, please.

best regards

---

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[Prométhée]

this should be possible normally, @tommaple7  see 0:44

https://www.youtube.com/watch?v=hl4YWdLIk4w

[tommaple7]

Promethee - Thanks for the video but it still won't let me connect.

Ub6424 -  Here's a photo of the page I'm stuck on. Sorry for the poor quality, I'm an electronic novice.

[ub6424]

Hello @tommaple7 

so internet connection is mandatory:

Connect to your wireless access point or plugin network cable !

Otherwise you will not get anywhere...

best regards

---

Dear Community Member, please click the button [ YES ] on "Was this reply helpful?" to say Thanks and

make it easier for other people to find this type of solution by marking the reply ▶️ [ Accept as Solution ] ◀️

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Thank you very much

             ⌨️