phone_20251203-142412__18004746836

I'm calling from HD customer support. Hi, yeah. I'm just getting ready to call you back. I'm just getting this printed up. So, sorry, I was trying to call you somehow, but then I was not able to hear you, so that is why. I can barely hear you. Hold on. Can you hear me now? Yeah. Hello? Yeah. Okay, so I was saying that I could not hear you previously. I tried calling you out, but I could not hear you. I'm sorry, I had a call come in. It was my internet provider, and I've been trying to get them to contact me. This is useless waste of time. Hold on just a second. Understood. Okay. Okay, what's the difference between the 8B14 and the 8B15? Okay. In the meantime, I would like to reiterate, my name is Anthony. I am calling from HP customer support, and this call will be recorded for training and quality assurance purposes. So, if you do not wish to be recorded any time during the call, please let me know. I can stop the recording for you. I prefer not to be recorded. No problem. I can't get anything to work now. I'm an idiot. You ruined my internet connection. That's great. Hold on. Okay. Okay. Over there. My connection has no internet security. Really? I do have internet security. Okay. This message, are you getting that on the new laptop? Yes. What do you think, I'm cheating laptop? Obviously. Wow, that's a dumb question. Okay. I'm just trying to confirm that. I'm sorry if you felt bad about it or felt offended. I wasn't sure. That is why I tried to... If I had another laptop to use, I wouldn't have bought a new one. You have no internet security. That's nice. It just does it to me all the time. Can you check any other device to see if the internet is working on them? It's working on my phone and I can't check the other HP because it has a blue screen of death on it. Okay. Working perfectly fine on my phone. Okay. And were you able to find the invoice that you were looking for? I was going to finish copying it but I can't get on the internet now. No problem. We can try fixing the issue with the internet first and then we can work on the USB as well. Yeah. Along with the warranty. So, please open device manager on your laptop. Please let me know once you have opened it up. Okay. Now, please look for network adapters. It's in alphabetical order. I know that. I'm not an idiot. It's open. Wow. Okay. So, under network adapters, you will see multiple drivers. The first one will be... The first one is Bluetooth. The second one is ExpressVPN. Tap adapter. The third is MediaTek Wi-Fi Fi6em. That's the one that it's attached to. And then I've got BAN MiniPort. BAN MiniPort IP. BAN MiniPort IPv6. BAN MiniPort LP2P. BAN MiniPort Network Monitor. BAN MiniPort PPPoE. BAN MiniPort PPTP. And BAN MiniPort SSTP. All right. So, except for Bluetooth, we will uninstall all the drivers that you see. Are you kidding me? Under network adapters. Really? No, I'm not. Then you're probably going to have me turn... Then you're going to have me shut off my computer, which... Wait. I can't save the document that I was working on if you have me do that. So, hold on. I probably can't save it now as it is. I have no Internet connection. I can't save it to my OneDrive. No Internet connection. I'm not connected to the Internet. So, that's nice. Okay, hold on. I'm going to Bluetooth this to my phone. Okay. Um... The location. Let's see. I'm going to save it to... Wait. Come on. Desktop. There's got to be a desktop option here. Desktop. Um... Save. Okay, done. It's taking its time. Okay. Alright, so let me install all these. Oh! Even the media tech, huh? Correct. All of them. Wait a minute. I shouldn't have to do all this bullshit with a brand new computer. I understand, but we still need to check the invoice first. Just to keep you informed, we are facing a lot of issues with the devices that are being sold on Amazon. Because Amazon has a bunch of thieves. That's why. Right. The sellers selling the devices are making changes with the hardware. They removed the original hardware that we installed on the device. And replaced it by installing a local duplicate part. Which causes all these types of issues for the customers on HP devices. So, that is why I was requesting you to share the invoice. They should not be in the business. I can relate with that. I absolutely agree. The only thing they're in business for is to make money and rip people off. Someone who's had over $14 million stolen. I'm going to be on the streets today. Soon. The only way I can report this stuff is by computer. And if I can't even get on the internet. My ex-boyfriend has stage 4 cancer. And somebody wired all of his disability money that's in his account. That he needs so that he can get treatment. And Schwab calls him to ask him if he did the wire. He's never done a wire in his life. And he said no, that he didn't. And they said, well, we can't get it back. So, they seem to think it's okay to have stolen $7,000 from him. My gosh. That's the worst thing that could happen to someone who's in need. FINRA. Okay, they've all been uninstalled. The only thing under there is the Bluetooth device. Alright. Now, um. Please shut down the computer. Not a restart, but a complete shutdown. Okay. Once done, please let me know once the laptop is off completely. I can't see well because... Okay, I hit shutdown. Let me know when you want me to turn it back on. You don't need to power it back on. Did you, by any chance? Did you say, I don't need to power it back on? For now, yes. Is it off? Or did you power it back on? No, I haven't turned it back on. It's off. Okay. Alright. Now, is any external device connected to the laptop? Alright. Now, is any external devices connected to the laptop, like a charger or any USB devices? I'll take the USB device out and the mouse out. Thank you. Now, there's nothing at all. Not even the charger. Oh, nothing. Correct? Right. Okay. Now, hold the power button for 15 seconds. 15. We will perform a hard reset. Okay, it's been 14 seconds. Okay, that should do. Now, do you see escape key on the keyboard? There's nothing on the screen at all. On the keyboard, yes. The laptop should be off. It is. Now, okay. So, hold down escape and power on the computer. Press both the keys together. Let go of power button in 2 seconds, but keep holding escape for up to 10 seconds. Okay. It will bring up the startup menu. Alright, I'm on the startup menu. Wonderful. Let go of escape if you're still holding it and press F10 for BIOS setup. F10, you mean? Yes. Correct. F10. Okay, I'm in the BIOS setup. Alright, now press F9. It will bring a pop-up saying load setup default. Right. Now press enter for yes. It's on yes. And press F10. It will bring another pop-up saying save changes and exit. When you said it was already on yes and I hit enter, so that wouldn't have changed it to no, right? No. So, yes was already selected. And when you press enter, that's what it did. Now, press F10. F10 again? Correct. Alright. You will see another pop-up. Save changes and exit. So, press enter. Oh, yes. The screen will go black and it will try to boot up. Wait a second. It's just the main screen and it says BIOS setup utility, main, security, blah, blah, blah, blah. What do you want me to do? You want me to... Press F10. Alright. Oh, save changes and exit. Press enter. Correct. The device will try to boot up, so let us wait. Once it comes back on, please sign in and connect to the Wi-Fi. You would have to enter the password to it this time. Okay. What will that mean? Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. Wait a minute. 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Wait a minute. Wait a minute. Let me try this one. I mean, it's even showing my Wi-Fi in here, underneath. So, I mean, my phone is... Right. Which means that the hardware on your device is working for the Wi-Fi. That is how it is able to recognize. But if the hardware is working, then why won't it connect? Nope. No Internet, it says. So, there are two things. There might be either one of the issues. One is either the software has a problem on the laptop, or it could be an issue with the Internet service provider where the network might be down. The network's not down. I was just on the phone with them, and I'm using the network on my phone. You don't need to get upset. I totally understand that. I'm just giving you a reason. I'm just letting you know what could be the reason. I am not saying that that is the problem. So, please do not get upset. I'm just trying to help you out. So, for now, can you at least share the invoice from Amazon, if that's okay with you? And how is it that you expect me to do that? You have Internet on your phone, right? You said the Internet is working? Just a minute. I need to... Yeah, I have to Bluetooth it. Just a minute. Okay. Take your time. I will wait. Okay. iCloud and all these other things. Hold on. What did I list this under? Amazon. HP invoice. Okay. Okay. Here's where I found the picture. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. Okay. 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