Surface Laptop Win11 5Ghz issue.

[Trivikrishnan]

Hello,

I have a Surface Laptop 3, and it is connected to my 5G HOME WIFI. Except, when I click on the Wi-Fi, it says that it is using 2.4ghz. So, I go into the advanced adapter settings and changed the "802.11/a/b/g" Wireless mode to 5Ghz 802.11a ONLY. But for some reason, my 5G home Wi-Fi will not show up on the available networks list, and will not connect at all. It's like it can't even find the Wi-Fi!. I want my laptop to ONLY use 5G.

What I have already tried:

• Roll Back and update Wi Fi drivers

• Uninstall Wi Fi drivers and scan for hardware changes

• Forget network and attempt to add again

• Restarting

• I do NOT want to reset my PC

• I have already tried messing with the Wi Fi settings in the app for my ISP and Router, but nothing changed.

Device name ############

Processor Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz 1.50 GHz

Installed RAM 16.0 GB (15.6 GB usable)

System type 64-bit operating system, x64-based processor

Pen and touch Pen and touch support with 10 touch points

Edition Windows 11 Pro

Version 23H2

Installed on ‎12/‎26/‎2023

Experience Windows Feature Experience Pack 1000.22684.1000.0

[RamyerM_Intel]

Hello Trivikrishnan, 

Since this is an OEM (Branded Laptop) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system, nevertheless, I will do my best to assist you with your concern. I do have some questions so I can understand your situation better. 

• If I understand correctly, the only network that your Surface Laptop 3 was able to connect is the 2.4Ghz frequency? 
• May I please know the specific router model of your 5G HOME WIFI?
• Please download and run our Intel® System Support Utility located at this link: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html.
  • After running it, you will be given an option to save the logs to a .txt file, please do so and attach the file on your reply.
• What are the driver versions that you have used in uninstalling and installing? 
• Can you please share a link for these drivers as well.
• Are there any changes that you have made in the system before the issue started? 
• How long have you know this issue? 

I can also see that you are quite familiar with the troubleshooting of this issue as you have tried your system, adapter and windows settings. To set your expectation, once you send this information, I will be coordinating this further with my team for further investigation. 

Ramyer M. 

Intel Customer Support Technician 

[RamyerM_Intel]

Hello Trivikrishnan, 

I am just looking for an update about the information we requested. Feel free to send it to us so we can further look into your inquiry. 

Ramyer M.

Intel Customer Support Technician 

[RamyerM_Intel]

Hello Trivikrishnan, 

I hope you are doing well. We failed to receive a response from you in the past few days. As such, we will now close this thread. Please post a new thread for future concerns as this thread will no longer be monitored. 

Ramyer M. 

Intel Customer Support Technician