Use this when: No internet, and the Wi-Fi icon shows disconnected, an exclamation mark, a globe, or is missing.
Steps
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Do this |
What should happen |
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1. Check whether anyone near you has internet. |
If nobody does, it is the network, not your laptop. |
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2. Confirm Wi-Fi is on and Airplane mode is off: click the network icon in the system tray. |
Airplane mode catches people daily, especially after travel. |
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3. Confirm you are joined to [OFFICE SSID], not a guest or neighbouring network. |
The joined network is marked “Connected”. |
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4. Toggle Wi-Fi off, wait five seconds, toggle it on. |
It re-scans and rejoins. Give it 10 seconds. |
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5. Restart the laptop. |
Clears most stubborn network states. |
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6. If there is a physical wireless switch or an Fn key with a radio symbol, make sure it is not switched off. |
Some Dell keyboards have Fn+PrtScr or a dedicated key that disables the radio. |
If that did not work
Connected to Wi-Fi but no internet (a globe or exclamation on the icon). The Wi-Fi is fine; the connection beyond it is not. Check the office may be on failover or down.
Your password is rejected on [OFFICE SSID]. Do not keep retrying — repeated failures can lock the account. Log a ticket.
[OFFICE SSID] is not in the list at all, but other networks are. Log a ticket and note where in the building you are.
Important: Do not use “Forget” on the office network. Rejoining it needs credentials or a certificate you may not have, and you will be offline until we come to you.
Log a ticket
MEDIUM — Same day — Wi-Fi still fails after a restart, or you cannot see the office network. HIGH if nobody in the office has connectivity.
Use this when: A mouse, keyboard, headset, or other Bluetooth device will not pair or keeps dropping.
Steps
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Do this |
What should happen |
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1. Charge the device or replace its batteries. |
Low battery is the most common cause of dropouts, and devices rarely say so clearly. |
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2. Confirm Bluetooth is on: Settings > Bluetooth & devices. |
The toggle is on. |
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3. Put the device into pairing mode. |
Usually a button held for 3–5 seconds until a light flashes. Every device differs — check its manual. |
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4. Click Add device > Bluetooth and select it from the list. |
It moves to “Connected”. |
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5. If it was paired before but is misbehaving, remove it (three dots > Remove device) and pair fresh. |
Clears a corrupted pairing. |
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6. Move it away from USB-3 hubs and docks. |
USB-3 is a well-known source of 2.4GHz interference. A dock next to your receiver genuinely causes this. |
If that did not work
The device never appears in the list. It is probably not in pairing mode, or still paired to a phone or another computer. Disconnect it there first.
It connects then drops repeatedly. Battery or interference. Try steps 1 and 6 again before logging.
Bluetooth will not switch on at all, or has vanished from Settings. Log a ticket — usually a driver or hardware issue.
Log a ticket
LOW — Standard — One device will not pair after the steps above. MEDIUM if Bluetooth will not turn on, or no device works.