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04-15-2016 09:16 PM - last edited on 04-15-2016 11:54 PM by danny-r
I have the same problem. I have an HP Pavilion 17Z-g000 CTO Touch running Windows 10 Pro with Intel dual-band wireless AC 3165. The wireless connection continues to randomly drop internet connection.
When I first bought the computer it would crash Win 10 with a blue screen. After several driver updates, it now just loses connection to the internet. Clicking on the wireless icon, the network shows it as connected to my wireless router, but with no internet access. After a while, wi-fi shows as being off, and can't be turned back on, and finally, wi-fi shows as disconnected with no available connections. If I try to reboot, or shut down, the computer will hang indefinitely until I manually shut down by holding in the power key.
When I turn the computer back on, the wi-fi will show as not connected and will not show any available networks. To restore the network connection, I have to diable the network controller in device manager, restart the computer, and re-enable the network controller. This problem occurs both after waking from sleep and after a powerup. The time it takes for the problem to arise can vary from a few minutes, to a few hours after logging in.
I have tried the latest drvier from HP, 188.8.131.52, and also the latest from Intel 184.108.40.206, but the problem still persists. HP support says this is a software problem, and since my computer is more than 90 days old, I will have to pay for support. I told them this has been a problem since I got the computer, but HP support (apparently located in India) is a broken record saying that I must pay for support. I asked for a contact number in the United States, and they said they don't have one.
The Intel AC 3165 clearly works in other machinces, so this is clearly a problem with HP; It is likely a BIOS issue. Yet HP refuses to fix the problem, or even admit that it exists. They push you off by telling you to download the latest driver, and update your BIOS until you are out of the warranty period, then they want you to pay for help that won't even fix the problem! If HP does not fix this problem for FREE, I will not purchase another HP prouct again.
04-17-2016 11:04 AM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post serial numbers and case details.
If you are unfamiliar with how the Forum's private message capability works, this post has instructions.
I work on behalf of HP