If you are seeing issues when trying to connect your Windows laptop to the WiFi, follow these steps to diagnose and fix the issue.
Step 1 - Make sure you’re connected to the right network
Go to your device’s WiFi settings and check:
You are connected to ASK4 Wireless
If you’re trying to use ASK4 Wireless (802.1x) - make sure your device supports this login method
You’ve completed any login page actions that appear
Step 2 - Forget and reconnect to the network
Click the WiFi icon in the taskbar
Right-click the network (e.g. ASK4 Wireless)
Select Forget
Reconnect and re-enter your ASK4 credentials if needed, then test again
Step 3 - Disable VPNs
Some VPNs can block internet access
Temporarily disable them to test the connection
Step 4 - Reboot your laptop
Save your work, restart your laptop and test again
This can clear temporary network issues
Step 5 – Disable Random Hardware Addresses (Windows 10/11)
Windows laptops and PCs sometimes use random hardware (MAC) addresses when connecting to WiFi. This can cause your device to disconnect or ask you to register repeatedly.
To turn it off:
Open Settings > Network & Internet > Wi-Fi
Click Manage known networks
Select ASK4 Wireless
Choose Properties
Under Random hardware addresses, set this to Off
Then forget the network and reconnect.
Step 6 - Disable and re-enable the wireless adapter
Press
+ R and type
ncpa.cplRight-click your WiFi adapter and select Disable
Wait 5 seconds, then Enable it again. Test again & if you're still seeing the problem move on to Step 5.
Step 7 - Check your network settings
Press
+ R and type
ncpa.cplRight-click your WiFi adapter > Properties
Select Internet Protocol Version 4 (TCP/IPv4) > Properties
-
Ensure both options are set to:
Obtain an IP address automatically
Obtain DNS server address automatically
Click OK and test again
Step 8 - Update your WiFi driver
Press
+ X and select Device Manager
Expand Network adapters
Right-click your WiFi adapter > Update driver
Choose Search automatically for drivers
If any updates were applied, test again
Step 9 - Try another browser
If your WiFi works but websites won’t load, try testing in Google Chrome, Firefox, or Edge
Clear your browser’s cache or try incognito/private mode
Step 10 - Ensure your device is registered on your account
Go to https://signup.ask4.com/
Select Already Signed Up
Log in to your ASK4 account
Select Enable this device if prompted and test again
Step 11 - Use ASK4 Diagnostics on your mobile
Download the ASK4 Diagnostics app to test your connection: How to use the ASK4 Diagnostics app
Follow the on-screen instructions and ensure your mobile phone is next to your laptop when running the testing.
Once testing is complete, press the Share button when prompted and click Raise Support Request to share this with our Support team
Step 12 - Desktop diagnostics on your Windows laptop (full details for Support)
If you still have issues after the steps above, please capture the following from the same location where you see the problem. These help us pinpoint WiFi signal, latency, and routing issues quickly.
Take full-screen screenshots
Press PrtScn (Print Screen) to capture the whole screen
Do not crop - the time should be visible
Save as .PNG or .JPG
Ping tests
Click Start and type cmd
Right-click Command Prompt - Run as administrator
Open two Command Prompt windows side by side
-
In the first window, run:
ping google.co.uk -n 100 -
In the second window, run:
ping gw -n 100 Wait until each shows Ping statistics
Take a full-screen screenshot showing both windows and results
Traceroute (optional but helpful if sites are slow)
In Command Prompt:
tracert google.co.uk
Take a screenshot of the full output.
Speed test (wired preferred if possible)
If you can, connect via Ethernet for this step
Go to www.speedtest.net and run a test
Screenshot the results
Scan your WiFi environment with
Download and install inSSIDer (free edition)
Open inSSIDer and position the window so most networks are visible
Expand the MAC address column to show full values
Sort the Signal column from best to worst ▼ (triangle down)
Stand in the exact location where you experience issues
Take a full-screen screenshot with the time visible
Step 13 - Send your results to Support
Email your screenshots and a brief summary to support@ask4.com. Include:
Your full name
Building, address, block/flat/room
Contact number
ASK4 username
Your ASK4 issue reference number
A sentence on what you see and when it happens (e.g. only evenings, only in bedroom, only on WiFi)
Still having trouble?
Include what you’ve tried and any error messages you've seen