Dealing with a poor internet connection when trying to be productive can be a real pain. Our Tech Support team has recently heard from members who can’t use wi-fi on a device within their network.
Assuming your other internet-enabled gadgets can still connect to the internet, the problem doesn’t lie with your internet service provider (ISP) – it’s an issue with your Windows laptop or desktop PC. Thankfully, there are several ways to troubleshoot.
Below, we explain how to get your internet back up and running on Windows 10 and Windows 11. There are several troubleshooting methods, so work your way through our list and reach out to Which? Tech Support if you get stuck.
Join Which? Tech Support – stay on top of your tech and get unlimited expert 1-2-1 support by phone, email, remote fix and in print.
Already a Tech Support member? For one-to-one technical advice, scan the QR code to go to our Tech Support webpage. If you’re reading this on your phone or tablet, click on our Tech Support appointment page.
Each month, we feature one of the most popular questions answered by our Tech Support team.
Question of the month: why doesn’t my wi-fi work?
‘My Windows 11 laptop says “no internet” in Chrome and Edge, but the wi-fi works fine on my desktop and iPhone. I’ve rebooted my router, but it makes no difference.
‘How can I get the internet back up and running?’
Which? Tech Support member
Fix wi-fi connection issues in Windows: 5 methods worth trying
1. Tell your device to ‘forget’ your network
On Windows 10, try this:
- Select the Start menu at the bottom-left corner of your screen.
- Navigate to Settings and then choose Network & Internet.
- Choose wi-fi from the left menu, then click Manage known networks.
- Select your network and click Forget.
- Reconnect to wi-fi by entering your username and password.
On Windows 11, try this:
- Click on the Start menu in your taskbar.
- Open Settings, then choose Network & internet from the left menu.
- Under wi-fi, select Manage known networks.
- Click Forget next to your wi-fi network.
- Reconnect to your wi-fi by entering your username and password.
2. Change your DNS address
A DNS address translates an easily readable domain name (www.which.co.uk, for example) into its IP address (an Internet Protocol address is a unique number that identifies websites, among other things). Changing your DNS address, which is usually provided by your ISP, can resolve wi-fi issues.
On Windows 10, try this:
- Navigate to Settings > Network & Internet.
- In Advanced network settings, choose Change adapter options.
- Right-click on the network connection (ethernet or wi-fi) and select Properties.
- Click on Internet Protocol Version 4 (TCP/IPv4) and then choose Properties.
- Choose Use the following DNS server addresses.
- Enter the preferred address as 8.8.8.8 and the alternate address as 8.8.4.4 – these are Google’s DNS servers.
- Click OK to save changes.
On Windows 11, try this:
- Go to Settings > Network & Internet.
- Select Advanced network settings.
- Click on the connection type (ethernet or wi-fi) and choose View Additional Properties.
- Click the Edit button for DNS server assignment.
- In the Edit DNS settings window, change from Automatic (DHCP) to Manual.
- Turn on the switch for IPv4 and enter the preferred address as 8.8.8.8 and the alternate address as 8.8.4.4 (these are Google’s DNS servers).
- Click Save to apply the changes.
Next, you need to open Command Prompt. To do this, select the Start menu, type in CMD, then right-click on Command Prompt and choose Run as administrator.
Type in and run the following command: ipconfig /flushdns.
News, deals and stuff the manuals don’t tell you. Sign up for our Tech newsletter, it’s free monthly
3. Perform a network reset
This will reset any network adaptors you have and put the settings back to default. This tends to resolve most internet connectivity issues within Windows.
On Windows 10, try this:
- Select the Start button, then Settings > Network & Internet > Status > Network reset.
- On the Network reset screen, select Reset now > Yes.
- Reboot your device.
On Windows 11, try this:
- Select Start > Settings > Network & internet > Advanced network settings > Network reset.
- On the Network reset screen, select Reset now > Yes.
- Reboot your device.
4. Uninstall the network adaptor
- Click the Start menu and type Device Manager in the search bar. Click to open Device Manager.
- In Device Manager, find the Network Adapter drop-down and select the adaptor you want to remove. You will see a reference to wi-fi or ethernet.
- Right-click on the chosen network adaptor and select Uninstall.
- Confirm the uninstallation when prompted. Click OK.
- Once the driver is uninstalled, restart your computer. It will reinstall automatically.
Worried about viruses and phishing scams? Get peace of mind by installing our recommended best antivirus
5. Install the network driver
The manufacturer of your Windows device will release updates to the driver of your wi-fi or ethernet adaptor. Network drivers often include patches for any known issues, and this can potentially restore your internet connection.
In order to obtain the driver installation file, you’ll need another device with a USB drive to facilitate the download. A USB stick will do.
- Go to the official website of your computer’s manufacturer (for example, Dell or HP).
- Navigate to the Support or Downloads section (precise steps vary depending on the website).
- Enter your computer’s model or serial number and look for drivers related to wi-fi or ethernet network adaptors.
- Download the latest wi-fi or ethernet drivers compatible with your operating system.
- Save the downloaded drivers to a USB drive.
- Plug the USB drive into the computer that’s experiencing the internet issue.
- Double-click to run the driver installation file and reboot your device once complete.
Join Which? Tech Support
Which? Tech Support can help you keep on top of your home tech. Our experts explain things clearly so you can resolve issues and feel more confident using your devices.
Get unlimited 1-2-1 expert support:
- by remote fix – we connect securely from our office to your home computer and resolve issues while you watch
- by phone – clear guidance on choosing, setting up, using and resolving issues with your home tech devices
- by email – outline the issue and we’ll email you our answer
- in print – Which? Tech magazine, six issues a year delivered to your door.
You can join Which? Tech Support for £49 a year. You can cancel at any time.
Additional research Conor Houlihan
