NOTE: Your Internet service provider should provide you with FREE tech support if your lost Internet connection is caused by something other than your computer itself. Often the solution is as simple as shutting off your computer, modem, and router (if any). Wait 1 minute then turn on your modem. Wait about 2 minutes, then turn on your router (if any). Then turn your computer back on and re-launch your browser (Firefox or Internet Explorer). Also, I've noticed that roughly once per year Time Warner's service is just plain not working. This is one more reason why you should FIRST call your Internet service provider to get a status update.

Time Warner customers call (888) TW-Cable

Charter customers call (888) Get-Charter

Verizon high speed Internet customers call (888) 625-8111

IMPORTANT: The $30 price quoted below does NOT cover malware removal, boot problems, startup errors, blue screen error diagnosis, and other computer issues. What other problems are you having with your computer (if any)? Unusually slow startup time? Sluggishness? Strange error messages? Statistically, more than half of the "lost internet connection" jobs that PCR is called upon to work on actually have bigger problems such as virus infection, Windows operating system issues, etc. Sometimes a full diagnostic + repair OR Windows reinstallation is what is ultimately required to properly fix a computer.

What work is included at the $30 price?

Repair or install network drivers

Power cycle and/or reset your router / modem

Identify faulty or incorrect Ethernet cabling

Identify faulty modem or router

Repair or configure Windows network settings

Repair DNS issues

Repair scrambled or incorrect browser settings

Repair firewall settings and other firewall issues

Repair invalid or removed registry entries related to TCP and WinSock

Reset TCP stack

Winsock settings

Repair hosts file

Identify a service that is interfering with network connection, repair, disable or configure as needed

Identify if Internet Service provider's service is temporarily down

Identify network dependent services that are disabled (often a sign of a larger problem such as virus infection)

Identify if malware (viruses) is interfering with network connection (but no removal of malware at $30 price)

Reset and/or reconfigure router

 

YOUR QUESTION: I ran the tests described below. The tests indicate that my router and modem are working fine, so I have a computer problem that is preventing me from accessing the Internet. If I drop my computer off for you to repair at your location will it matter that you will be testing it's connectivity through YOUR Internet service provider and YOUR modem & router? No. Assuming that your router and modem are healthy, it should not matter. Once a computer is fully diagnosed and repaired it should be able to connect through ANY working Internet service provider regardless of location. No special software needs to be installed. The only thing that might be required is to power cycle the modem, router and computer. Therefore PCR can troubleshoot and repair your computer in-shop.

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Before you call you may wish to run these helpful tests which can help determine what device is not working properly (modem, router, or computer).

 

Run these tests at your own risk. Running these tests should not damage your computer in any way. Nevertheless you agree that PCR is not liable for any damage that you may do to your computer, peripherals, router, modem, or other part by following these instructions..

 

In the bottom left hand corner Click the START button > then click "RUN" > type the letters "cmd" (without the quote) then click "OK"... 

 

 

This will cause a black window to open up. Next type "ping Google.com" (without the quotes and with a space after the word ping) and press the "Enter" key on your keyboard...

 

 

If this test reveals "Lost = 0 <0% loss>" then your modem, router and computer hardware (NIC) are almost certainly working fine. This indicates that you have a software problem (related to your computer) and PCR can fix this problem for you. The only question is whether it is a simple $30.00 connectivity problem or a $100.00 repair problem (full diagnostic + repair OR Windows reinstallation + cost data migration if any).

 

If the above test fails (example: "Ping request could not find host Google.com" or "Lost = 4 <100% loss>") then try bypassing the router. Instead connect the Ethernet cable (that runs out of your computer) directly to the modem (thus bypassing the router). Note the results.

 

Also try connecting another (healthy) computer to the router (if any).  Will this other computer connect to the Internet without problems?  Note the results.

Then connect it to the modem.  Will it connect to the Internet? Note the results.

 

 

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