Slow internet only on one computer of network

[Summerbear5]

I have: 2 desktops, 2 laptops, 2 Samsung Tablets, 1 Kindle Tablet, 4.3" Proscan Tablet, an Android Phone and an iPhone 5s...all on my home network.

All computers, tablets, phones...are updated but only on the one laptop the internet seems almost like it's cutting in and out or very very slow. I updated my network driver to see if that would help and it didn't. Ran all kinds of diagnostics with no conclusions. Called the internet people who ran a test on my line with no problems detected. I don't know what else to do. They did send me a new modem which imo made the problems worse but I did have the problems before the new modem as well. I completely did a system recovery back to out of box state because I hadn't done it in awhile and thought maybe a fresh os will help but nope still having problems here and there. It doesn't matter what time of the day either. And no one else on the network is having problems.
If someone could please help I'd be greatly appreciated. Just let me know what other information you need.

Basic information windows 7 64 bit HP laptop fully updated via windows update and hp support assistant.

 

[Someone777]

Did you do a virus check? and, did you try it in safe mode with networking support?

 

[Summerbear5]

I ran free AVG with nothing found and malewarebytes with nothing found. Also like I said I restored the computer to out of box state still no viruses or anything and still same problem.

 

[Someone777]

Did you check for the router settings? did you try a router reset?

 

[matts6887]

I would do a power cycle of both the modem and router. Unplug both the router and modem, wait about a minute or so; then plug the modem back in and let it boot; then plug the router back in and let it boot and see if that solves the issue. Also; sometimes if there is a possible firmware update for your router that will help the issue as well so you might want to check for a update for that.

 

[Someone777]

Maybe there's something set in the router concerning the MAC address of that specific PC? or the assigned IP, do you use DHCP, or static IPs? that's why I would recommend a "restore factory settings".

 

[Summerbear5]

I did a reset on the modem and I rebooted the modem still same problem. I don't know if it's DHCP or Static IPs. How do I check? I know DHCP is enabled. Security is set to WPA2-Personal Encryption: AES

The router and modem are an all in one deal.

Any other information you need?

 

[Someone777]

Not just a reboot, a total reset

 

[Summerbear5]

Yes I did both. I hit the little reset button on the back of the model for so many seconds.

 

[Summerbear5]

I'm using google chrome web browser and just reset my browser and all my settings.

EDIT: I thought it might be my browser but whether I use google chrome or IE same problems.

 

[dsperber]

They did send me a new modem which imo made the problems worse but I did have the problems before the new modem as well.

You have subsequently said this is actually a combination modem/router.

Can you tell us your Internet service provider? Also, what is the exact brand/model of your modem/router?

Are devices (and specifically the "problem laptop") connected wired or wireless to the modem/router?

Are the ones performing with no problems connected wired?

Any other "wireless access point" or "range extender" hardware boxes in your home network configuration??

I completely did a system recovery back to out of box state because I hadn't done it in awhile and thought maybe a fresh os will help but nope still having problems here and there. It doesn't matter what time of the day either. And no one else on the network is having problems.

Your definition of "having problems" needs a bit more clarification. The router would permit inter-machine communication within your LAN, presumably at pretty high speeds depending on wired vs. wireless, and if wired depending on the 10/100 vs. 10/100/1000 capability of the network adapter in each PC/laptop as well as the "category" of ethernet cable used (i.e. CAT5 vs. CAT5e vs. CAT6).

In contrast, connections to/from the external Internet go through the modem/router and out to your ISP. Speeds here are a function of your service level tier purchased from your ISP.

Have you done an objective "speed test" to/from the Internet from each computer? If you go to Speedtest.net you will be able to OBJECTIVELY PROVE your download/upload speed. This will confirm or deny that your problem laptop actually does or does not have an issue. They even have an equivalent app for smart phones.

NOTE: you'll find that different browsers could provide different speeds and performance, depending on their configuration, add-ons impacting performance, etc. I use Firefox which is considerably faster than IE.

Basic information windows 7 64 bit HP laptop fully updated via windows update and hp support assistant.

What model HP laptop?

And wired or wireless to the modem/router?? If wireless, how far away are you? I assume that if wireless you've tried moving closer to the modem/router as part of your diagnosis attempt.

 

[Someone777]

Ok, here are a few checks:
Did you try to ping the machine in question from another PC in the network? and if so, what's the ping reply?
Did you perform an internet speed test on that machine in question?
Did you try to ping a website from that PC?
How about the DNS on that machine?

 

[Summerbear5]

Ok, here are a few checks:
Did you try to ping the machine in question from another PC in the network? and if so, what's the ping reply?
Did you perform an internet speed test on that machine in question?
Did you try to ping a website from that PC?
How about the DNS on that machine?

Yes I preformed and internet speed test here are the results...

Here is another thread I start a few weeks ago about the internet not responding on a closed lid and a DNS problem. http://www.sevenforums.com/network-sharing/325321-laptop-internet-turns-off-when-lid-closed.html this is the same laptop I was referring to into that thread and in that thread the internet problem happened when I plugged into a TV via HDMI and closed the lid. Everything else was responsive but the internet which claimed to have problems with the DNS.

Other information dsperber requested: Only one computer on the network is wired in all other computers are wireless including the infected computer. When I said the other computers weren't "having problems" I meant the problems concerning the internet is not slow or cutting in and out as it is on my computer. My internet service provider is Comcast. (which I was on a specific internet plan called internet essentials, but when they sent out a new modem it is now being referred to as xfinity, even thought my bill or speed hasn't changed.) I don't know what a "range extender" is...we don't have any other internet routers or wireless access points but we do have a signal booster for our cell phone service. If this is possibly causing the problem then why is it only effecting my computer? I'd gladly turn it off and troubleshoot if this is a possible reason I am having problems. My computer model is HP Pavilion dv7. I do not know off hand what the model of my new modem/router is at this time. When I first got the modem on the computer wired in for some reason it wasn't connecting to the internet for me to activate the modem and I had to call in and activate it by phone with a representative. But since then everything was fine on all the other devices except my device which has the slow choppy internet.
Now it doesn't happen all the time but when it does happen it's like a couple minutes running really slow...I go to google.com and it just spins and spins trying to load the page. Then it will either eventually load or say not available or something like that. During this time if I right click my internet connection and troubleshoot diagnose the problem it says nothing is wrong and asks what am I trying to do. (before I did the system restore though it did say there was a problem with the DNS but since the system restore it doesn't say that anymore and just consistently ask what are you trying to do?)
My husband and I sit next to each other on the couch each with our own computers...his internet is fine and mine isn't don't know what else to do.
If I missed answering any questions please ask again trying to cover as much as I can but I might have missed or passed over something unintentionally.

 

[dsperber]

Yes I preformed and internet speed test here are the results...

Is this from your "slow" laptop, or some other machine, or both?

I was simply looking for evidence that you have different performance from the different machines around your home. You say one is wired and the rest are wireless, so please provide the internet speed test results above from each of your machines (indicating wired or wireless for each)... so that we can look and compare visually to see what's what.

Note that 5Mb/s download speed is quite slow as far as broadband speeds go. But if that's the service level you've paid for then you're not going to get better than that on any machine.

 

[Summerbear5]

That is from the wireless laptop having problems and yes that is the speed I pay for. Wired computer test results are the same.

EDIT: What I didnt understand from the test results were the ipv4 and ipv6. Never had that before

 

[dsperber]

That is from the wireless laptop having problems and yes that is the speed I pay for. Wired computer test results are the same.

So the problem laptop is NOT actually "slower", in terms of its speed downloading from the Internet.

Now you may have more add-ons or crap in your Browser setup on the laptop. Or you may have malware or browser hijackers or other adware that could be slowing things down in terms of GETTING to web sites while within the browser. But once there, your speedtest results confirm that all machines are downloading at the speed you are paying for.

It might be appropriate for you to spend some time doing an "adware cleanup" and general housekeeping to inspect for and eliminate malware from your laptop, which absolutely can be responsible for overall sluggishness where Internet connectivity is concerned. But if your speed results are the same on all machines, then that is not your problem.

EDIT: What I didnt understand from the test results were the ipv4 and ipv6. Never had that before

Don't worry about that. Whatever speed test mechanism you are using is confusing you by showing IPv6, which is not really relevant to ordinary connectivity. Don't worry about it.

If you go to that site I suggested earlier, Speedtest.net, and perform their speed test, you'll get straightforward download/upload answers presented and there will not be the distracting IPv4 or IPv6 annotations.

 

[Summerbear5]

Yes the problem is with the speed of the internet. That test was preformed when the laptop's internet was working well but there are periods when it's very slow or cuts in and out. It's not a constant problem it's an occasional problem.
I am using google chrome with 0 zero add-ons. I tried IE with 0 zero add-ons. I ran malewarebytes antimaleware with nothing found and avg antivirus with nothing found. I restore my computer to out of box state even...still I continue to have problems. I doubt it's the actual computer or it's the browser as everything is clean...as it was before and as it is now even freshly installed still having issues.
At the time when this laptop's internet is slow or cutting out I can't even load the website to run a speed test so of course those results are when the internet is running fine.
I don't know how else to explain it but I can assure you I have no viruses or adaware and if you have any software I can download and run to prove my machine is clean I shall do so.

EDIT: What I mean by occasional problem is I'll be surfing my facebook playing games just fine and then all of the sudden website spin spin spin trying to load and fail to load. This happens with common websites...yahoo, google, facebook...etc. etc. whatever I try...then all of the sudden it's fine again for no apparent reason.

 

[Summerbear5]

Further note, I have ran disk cleanup, disk defrag, cleared cookies and cache. Full scanned everything. Cleared browsing data...reset all browser settings...cleared all history and everything you could possibly think of and still problems exist. My laptop is cleaner than a hospital's surgical room.

 

[dsperber]

Just for an experiment, why don't you try connecting this laptop to your router with an ethernet cable rather than running wired. I don't know how that HP laptop works, but with my Lenovo W530 there is a "wireless radio" switch that can be slid to the OFF position so that there's no issue caused by having both wired and wireless network adapters active.

That's what I'm suggesting, running the laptop in wired mode rather than wireless mode. There's always a chance that you might have a hardware problem relating to intermittent failure of the wireless network adapter. It's possible. So this experiment would eliminate that possibility, using the wired network adapter instead... to see if the erratic behavior disappears.

 

[Summerbear5]

I can say there is a lot of wireless software like hp wireless assistant and other crap like intel proset wireless and wimax connection utility. Crap pops up on first startup saying this is connected and that's connected and I don't know what is what. I've removed a bunch of icons and notifications from the taskbar but the programs are still running of course. HP wireless assistant has this combo thingy wireless LAN adapter and wireless WAN adapter both enabled and running and when the computer comes on it says combo is on or connected something along those lines. Maybe there is a way to safetly disable what I don't need and see if it helps? Any suggestions?