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Brand new surface first connected then quit connecting to available networks in my house

Buckerine 20 Reputation points
2025-12-01T12:32:41.14+00:00

Received new Surface 11 yesterday. Upon startup, I made connection with my home network. All software updates were performed. Was continuing setup and linking to Microsoft account and software. Internet dropped out after about an hour. Rebooted several times and ran through network troubleshooter steps 3 times. Tried 3 available networks in house (direct modem, mesh, and iPhone hotspot) to no avail. All three networks are working as several other devices (including a Surface 7 and Surface 4) are connected.

Ideas for next steps?

Surface | Surface Pro | Network
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  1. Ian-Ng 6,125 Reputation points Microsoft External Staff Moderator
    2025-12-01T21:30:15.8766667+00:00

    Hi @Buckerine, 

    Welcome to Microsoft Q&A forum.

    Based on your description, I understand that your new laptop - Surface Pro 11 initially established a connection to your home network, but following the completion of the standard software updates, it is no longer connecting to any of your available networks (including the modem, mesh system, or hotspot). I also notice that your other devices, including the Pro 7 and Laptop 4, are connecting to these networks successfully. 

    This behavior indicates that the network adapter configuration may not have fully refreshed following the recent installation of system updates. In some cases, the driver requires a manual re-initialization to ensure it communicates correctly with the hardware and your router. 

    To help resolve this, kindly perform the following steps to refresh the network components: 

    Step 1: Try to force a shutdown and restart 

    This ensures the hardware completely re-initializes rather than just entering sleep mode. 

    1. Firstly, disconnect the power charger. 
    2. Press and hold the physical Power button down for 20 seconds until the Windows logo appears and then disappears. 
    3. Release the button, wait a few seconds, and turn the device back on. 

    Step 2: Refresh the network adapter 

    1. Right-click the Start button and select Device Manager. 
    2. Expand the Network adapters section. 
    3. Right-click on your Wi-Fi adapter (Likely listed as Qualcomm FastConnect or similar). 
    4. Select Uninstall device. 
      • Note: please do not check the box that says "Attempt to remove the driver for this device." We want to keep the driver files present. 
    5. Finally, kindly select Uninstall and then Restart your device. Windows will automatically reinstall the adapter upon reboot. 

    For additional detailed steps, please refer to this official Microsoft Support article: Troubleshooting Wi-Fi connection on your Surface 

    Please attempt these steps and reply to this thread with the outcome. If the problem persists, we can work together to further check.

    Thank you for your patience and your understanding. If you have any questions, please feel free to reach out.

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