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Computer suddenly can't connect to the internet

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HP Pavilion Desktop - 500-437c (ENERGY STAR)
Microsoft Windows 10 (64-bit)

Product #: J4W37AA#ABA


The internet on my computer was working completely fine until we got a new modem. The internet on my phone and other computers in the house works fine, but my desktop does not. It will connect to the internet for a few minutes then disconnect and say there's no connection. Sometimes it refuses to connect at all. We tried contacting the internet company (spectrum) several times about it and even got another modem and it still doesn't work. Spectrum said they couldn't have anyone look at the computer directly which I understand, I'm guessing it's for liability reasons but they really weren't able to tell my what might be wrong. I tried restarting the computer, turning off the firewall, updating the wifi driver, doing a "network reset". 


I knew the computer was kind of old when I bought it, but until this I haven't had any problems with it at all. I'm not sure what additional information about the computer is important to know what could be going wrong, but if there's something else that I'm missing let me know. 



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@Diaz1234 Welcome to HP Community!


I understand that you are unable to connect to the internet.


Do not worry. I will try to fix the issue.


Here's a related HP Forums post that seems to have helped others: Click here 
I have a few steps to resolve the issue:  

  • Since you've already reinstalled drivers, I would recommend using an Ethernet cable (Wired) and update your Wi-Fi drivers using this link  

  • Update the bios by visiting this link or through support assistant using an Ethernet cable.  

  • Now try to connect to the internet wireless.    


The best way to resolve the issue is by using the HP Guided Troubleshooter: 

Click here to access it (simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern). 


Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

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