Computer Performance Support Case study
Getting a Slow Computer Running Properly Again
A laptop used for work and everyday tasks had become slow and was having Wi-Fi problems. An onsite computer support visit got the internet working properly again.
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The situation
Computer support for work
and everyday tasks
The client wanted us to come out, check the laptop and sort out the Wi-Fi. They used the device for both work and personal tasks, so the visit needed to cover how it was running as well as how it connected.
- Customer
- Private Client
- Service
- Computer Performance Support
- Location
- Australia
- Client name withheld for privacy
01 / The challenge
Was the problem in the laptop or its connection?
We needed to narrow down the internet slowdown while checking the laptop's condition. That meant looking at the connection, scanning for malware and reviewing the available storage before settling on a fix.
02 / The Call IT Mate approach
Finding the cause, then checking the rest
The speed comparison gave us a starting point. We then worked through the laptop checks and connection settings.
Attended Onsite
We visited the client to investigate the reported performance and Wi-Fi problems. The onsite visit took one hour.
Ran Speed Tests
The laptop recorded 2 Mbps download, compared with 80 Mbps on the client's mobile phone. The results pointed to the laptop as the source of the slow internet.
Scanned for Malware
We ran a malware scan. No virus was found.
Checked the Storage
Storage was low, though not critical. A disk cleanup created more space, and we recommended upgrading the HDD to an SSD with a bigger capacity.
Completed a Network Reset
We reset the laptop's network settings, which resolved the slow internet.
Installed Business-Grade Security
We installed Trend Micro Worry-Free Business Security, the same business-grade protection we install for our home customers.
Client-specific details remain private.
03 / The outcome
The internet slowdown was resolved
The slow internet was resolved and the cleanup freed up storage space. We also recommended replacing the HDD with a larger SSD.
Slow internet resolved
The laptop's connection problem was fixed.
More storage space
The cleanup freed up space on the drive.
Upgrade advice provided
A larger SSD was recommended.
Frequently asked questions
Why is my laptop internet slow but my phone fine?
A difference between devices is worth investigating. Run a speed test on each and look into the laptop's connection rather than assuming the internet service is the cause.
Can a network reset help with Wi-Fi problems?
It can help when the problem relates to the computer's network settings. Diagnose the connection first; a network reset isn't a guaranteed answer to every Wi-Fi issue.
Does a slow laptop always mean it has a virus?
No. A malware scan is one check, but connection problems and storage also need consideration. Use the findings to guide the next step.
Should I consider an HDD to SSD upgrade for low disk space?
Check the capacity you need and whether the drive suits the laptop. A storage assessment can help you decide whether a cleanup is enough or an upgrade is worth considering.
What should onsite computer support check on a slow laptop?
Describe when the slowdown happens and whether it affects internet use, local tasks or both. That gives the technician a starting point for connection tests, a malware scan and a storage check.
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