markngolf Loc: Bridgewater, NJ

Many posts contain critical comments regarding Microsoft/Support. I'd like to convey a good experience. If you are a MS hater/complainer... You may not want to continue reading. Please do not respond with a horrendous, negative experience you have had with Win10 or MS products. I've read too many of those posts.

I'm also posting this becasue other UHHers had asked me to post experiences with the issue. It seems to occur with others.

I had previously posted my experience with a really minor, but annoying issue with my Win 10 PC. Whenever it awakens from sleep mode (this has been happening since Nov. 13, when I returned from a vacation and updates were installed), I lose my internet connection. The only way to reconnect was to reboot. My workaround was to "Never" let it sleep. Not a large issue, other than some wasted energy. Ecologically, I'd prefer it to sleep. I tried everything, including researching and eventually contacting MS. They suggested I go back to a Restore point. I did, but to no avail. This past Thursday, I decided to contact MS again.

I went to the website, clicked on Support and clicked Contact. I completed a short info form and clicked on "Call back". Within 30 seconds I received a call from Melissa, MS tech. She was friendly, sweet, knowledgeable and worked on the issue for about 1.5 hours via a remote session. She finally suggested a reinstall of Windows 10. No change in data, programs, ... While the file was downloading/installing, she left, after completely explaining the process. She indicated she'd call back in about 3 hours. I indicated I had a very fast download speed and that it would not take 3 hours. The process completed the download and installation in 1.25 hours. She called back in 2.5 hours. I tested to see if the issue was resolved and it was not. So, when she called back, I related the result. She said she had done all she could and the issue would be passed onto a Senior Tech. He is scheduled to call back between 11 - 1 PM today. So far, I could not be more pleased with MS Support. I have had similar past experiences.

I'll post the results of the session with the Senior Tech. I'm hopeful of finding resolution.
Mark

Erv Loc: Medina Ohio

That is pretty interesting Mark. Always good to hear that a company is standing up to their produces. So far I have not had any troubles with the computer or the software. I am on a Mac and very pleased with it.

markngolf Loc: Bridgewater, NJ

Thanks for the response Irv. Many own Apple PC's and are delighted with them, including some members in my family.
Mark

WayneT Loc: Paris, TN

Rather than reboot have you tried to disable and re-enable the adapter? For the most part it does the same thing as a reboot. If that doesn't work I would guess that it is something in software that is not resetting like a .dll which will be tough to find and require probably editing the registry. Keep us informed I'd like to see what the problem is.

Smudgey Loc: Ohio, Calif, Now Arizona

I hear stuff like this every day. I sell both operating systems Apple and PCs. I have actually had people bring PCs in for a refund because of the difficulty operating Windows. MS has done everything they can to emulate a Mac. but the truth is, there are more problems with Windows than with Apples Operating system. I have seen many people switch from Windows to a Mac and are glad they did. That being said, the programs are different and would require you to learn new ways to get the results that you are looking for. If you have been using PCs all your life, then maybe you don't want to learn a new system, then keep slugging it out with MS, but you would be surprised at how quickly you could learn to operate a Mac. and no I don't work for Apple, just trying to help.

rmalarz Loc: Tempe, Arizona

Typical solution for almost any Windoze issue, reboot or reinstall.
--Bob

bearwitme Loc: VA, USA

FOLLOWING!!!

markngolf Loc: Bridgewater, NJ

I don't agree, but I do understand your view. Apple also has conflicts and many users confused with their OS (IOS). I live in a condo complex and offer my services to anyone who is having difficulty - Apple & Windows. I'm no expert, but I am able to assist others. I've worked with people on their Macs. Many have just as much confusion about the OS as Windows owners. I think it is a function of individual differences and ability to learn technology. All technology has has a learning curve.

Thanks for the response.
Mark

markngolf Loc: Bridgewater, NJ

Continuing my saga. MS contacted me at 11:00. A tech named Abegail, She activated (another) remote session. 3rd one in less than a week. She worked for 4+ hours to resolve the issue. (losing internet connection after sleep mode). I was impressed with her demeanor, effort, courtesy and expertise. Finally, the only solution was a Reset. (a clean install - requiring a re-installation of programs, files, ...). I opted not to do that. The issue is very minor and I have no problem with a "no sleep" state. She also indicated that the resolve would likely be addressed in a future update, before too long.

The point of my post is to commend MS for the hours & hours of free support in an attempt to resolve the issue and to report an update to those who have expressed an interest in the subject.

PS: Mac/Apple owners - please no negatives about Windows or ludicrous opinions about the superiority of Apple. It's an opinion, not a truth. I love Windows and I have worked on Macs.

Thanks for viewing
Mark

robertjerl Loc: Corona, California

After the problems with Sleep and Hibernate years ago I have avoided using either of them. I just let the machine turn the monitor off after 5 hours of no activity. That seldom happens and when I go to bed I turn everything off anyway. I have update set to install on shutdown and boot up so I need to turn it off anyway.

Is your PC a wifi or hard wire connection? Our laptop on wifi loses the internet sometimes and has to be rebooted but the two hard wired desktops never lose it. Well except when timewarner/spectrum has problems, like during our dandy of a Santa Ana Wind storm the last two days. We even had a power failure, but less than 5 minutes.

No, going to MAC isn't the solution to everything. They are more stable because of limited variety of components so it is easier for the IOS to handle them. They can therefore be set to do a lot of stuff in what you might think of as "Easy Mode" and the use of the system does not change so once your learn it that is it. But they are not upgraded as often, don't have access to the latest and greatest etc. (Down side to latest and greatest - things change and you have to learn new stuff.) Yes they are fairly fast, but not as fast as the latest PCs. They ought to be fast, they are fairly high end, high speed, high $ machines, at the time they are designed. But at the same time fall behind the tech curve until the next new model comes out.

markngolf Loc: Bridgewater, NJ

Ethernet connection. Eventually this very small issue will be resolved. I can live with it.
Thanks for the response & feedback.
Mark

alandg46 Loc: Boerne, Texas

I too have had good experiences with Microsoft support.

jerryc41 Loc: Catskill Mts of NY

I'm glad your problem will be solved with an update to Windows. Sleep and Hibernate cause me no problems - nor to my computers.

I've had good luck with doing a Chat with MS, but I still can't keep my Dell desktop connected to the Internet.

nimbushopper Loc: Tampa, FL

Good to hear! I recently tried to contact them online and the form kept asking me for an account number. My PC is 9 years old running Vista and I don't remember any account number(you're dealing with the elderly here, lol). Anyway, my issue is that whenever I boot up my laptop a window pops up declaring that windows cannot search for updates and I should click to resolve. When I do it goes into a search for updates, but never stops searching!! In the past it would either offer me new updates or say there are no new at this time. Have they stopped supporting Vista?

WayneT Loc: Paris, TN

At the age of your computer and the fact that you are still using Vista, you might seriously look into upgrading at this point. When I was still working as a tech my rule on replacement for business machines was no more than 5 years simply because they were used so much. In your case I wouldn't go to much further with your computer. On top of that Vista is no longer supported by Microsoft.