Updated: March 24, 2023
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by Jolene Haston
Tech Expert & Writer
497 resolved issues
Verified Expert in:
Smartphones, Apps, 4G/5G issues, Mac issues

My internet capabiility seems to have died

It was working fine this morning right up until it wasn't. the diagnostic tool calleld "qualcomm atheros dualband wireless network module" is not present. nothing else on the list of connectins is there either. product name is az237av-aba e9270t.

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
May I know who is your Internet provider

Customer Replay

verizon fio. all my other devices are still connected.


I got it
May I know which devices are not working now?

Customer Replay

the computer -- the device name is in the first part of this chat and I have the serial number and the product number if you want them

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Thank you
What is the brand of your computer and its model? It should be like HP ENVY x360 13-ay1000ua

Customer Replay

it's the HP Pavilion Elite
the product name isn't enough?

Yes, thank you

Customer Replay

here is a label fron the side of the compouter -- HP Pavilion e9270t, and then it shows the product number - which i typed above - and then the serial number - *****

Thanks, may I know the version of Windows you use?

Customer Replay


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Select the Start button > Settings > Network & Internet > Status. Under Change your network settings, select Network troubleshooter.
Let me know what will arise on the screen

Customer Replay

the troubleshooter wants me to plug in an ethernet cable -- but the system i have been using is wireless, do you want me to do this anyway?

Customer Replay

if i skip this step, it gives up

First all all, please unplug all cords from your modem and router for 2-3 minutes. Give it a time to restart

Customer Replay

everything is wireless. i can turn off the computer, will that do?
i have turned it off

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I see. It is needed to restart router and computer

Customer Replay

if i turn off the router all my devices will turn off, including the one I am talking to you on -- is this what you want? so i should just start a new chat if this doesn't work?

You can save this chat as a bookmark in your browser, or copy the link in your address bar and paste it to any place you'd like.
For your convenience, here's the link - https://howly.com/chat
I will be here
It is a standard step of the regular procedure in your case.

Customer Replay

i will do this, thanks. talk to you soon, or not, if it works.

Alright, thank you for understanding. I will be waiting

Customer Replay

This fix actually worked, after I re-started my computer a couple of times. Thanks for your help, and I will remember how to do this the next time.

Is there anything else I can do for you today?

Customer Replay

yes, I am quite happy. No, I am finished asking for your help, at least today. Thank you for your attention and courtesy.

It was my pleasure!
Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime.

Customer Replay

you have a good one too. Good-bye

Thank you! Stay safe!

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