ASUS Zenbook with Intel Wifi adapter/driver internet connections problems with T-mobile Gateway

[Lo5]

Laptop shows wifi connection but cannot reach websites. In firefox, get error messages like "Fetch error TypeError: NetworkError when attempting to fetch resource" and "ERROR TelemtrySend::_doPing". When I do a ping in the command prompt, I get Destination host unreachable. Request timed out. I've tried several things (flushing DNS server, deleting cookies and temporary files, updated intel drivers, etc) - several of these things seemed to make it work temporarily, but then it would stop working. All other devices in household work with T-Mobile, but they use Realtek, not Intel. 

[JedG_Intel]

Hello Lo5,

It seems that you're having issues with reaching websites. I would just like to get more information to be able to help you with this.

1. Was this working fine before?

- If it was working fine before, was there any recent changes to the system?

2. What is the full model of your wireless card?

3. Is this the original adapter that came pre-installed in your system, or have you changed/installed a new adapter recently?

4. Kindly share the screenshot of the error/s that you are getting:

Additionally, to have a better understanding of your system configuration and components please generate System Support Utility (SSU) report. Please follow instructions here and send the report - How to get the Intel® System Support Utility Logs on Windows*

I look forward to your response.

Best regards,

Jed G.

Intel Customer Support Technician

[Lo5]

Hi JedG -

Answering your questions -
1. Was working fine with Verizon WiFi. When I switched to T-Mobile Wireless WiFi, it doesn't work. (Note - the new WiFi works with all other devices in the household, including 2 other laptops (which use Realtek, not Intel).
2. Intel(R) Wi-Fi 6E AX211 160MHz, Driver Version: 23.120.0.3 (hope this is the correct info you are looking for)
3. No hardware was modified in the laptop, which was purchased in January.

From Mozilla -

From Command Prompt -

SSU64 results are attached.

Thanks for your help.

[JedG_Intel]

Hello Lo5,

Thank you for sharing all this information. Just to set the correct expectations, please be informed that product you are reporting is an OEM original equipment manufacturer device. Kindly take into consideration that our support may be limited since we are not familiar with the technology, settings and customizations that the OEM has designed on your system, However I will do my best to assist you with your concern.

After reviewing the SSU report, it seems that driver that is being utilized is from Intel. When dealing with laptops, we recommend using the drivers from the OEM as it is customized to be fully compatible with their device. Please try to use the OEM drivers here and let me know if anything changes.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hi Lo5,

I'm checking to see if you were able to try the recommendation I shared and its outcome. Please let me know at your earliest convenience so we can determine the next best course of action.

Best regards,

Jed G.

Intel Customer Support Technician

[Lo5]

Thanks for checking in. I did download ASUS drivers. Nothing helped.

[JedG_Intel]

Hello Lo5,

I appreciate your effort and I'm sorry to hear that using the drivers from the OEM did not help. For further troubleshooting and proper isolation, please try to follow the steps below.

1. Try to connect to a different network or hotspot

2. Try connecting to a different router/access point

Furthermore, you indicated that the system functioned correctly with Verizon Wi-Fi, and the issue arose immediately after switching to T-Mobile. Have you had the opportunity to contact T-Mobile to verify compatibility or investigate any potential restrictions in the settings?

I hope to hear from you soon.

Best regards,

Jed G.

Intel Customer Support Technician

[Lo5]

You are correct - it stopped working as soon as I switched to T-Mobile. And yes, I did speak with them at length about it. None of their suggestions helped. I suppose it's a good idea to call them again. I cannot believe I am the only person/this is the only laptop to have this problem.

[JedG_Intel]

Hello Lo5,

Thank you for your patience and understanding. Based on the information I have gathered, it appears there is indeed an issue with the Internet Service Provider, as we have successfully isolated it. Please contact them for further assistance and to also get their disposition.

Best regards,

Jed G.

Intel Customer Support Technician

[JedG_Intel]

Hi Lo5,

Having shared the steps that needs to be taken, I will now close this inquiry. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Best regards,

Jed G.

Intel Customer Support Technician