Big Problems with Wireless in HP Pavilion Notebooks

by David Risley on Nov 21, 2007 | 276 comments

Several months back, I bought an HP Pavilion DV6000 and reviewed it here on PCMech. I gave it a pretty good review. I was happy with it. But, that review has garnered a LOT of traffic. So much, in fact, that it now finds itself as the ninth most popular article on the website according to the “Most Popular” list on the homepage. Now, why is that? Mainly because of all of the user comments complaining about various things failing on the unit. Most prevalent among them: wireless.

Then a reader by the name of David (not me, I promise) pointed over to the Berlind’s Testbed blog, by ZDNet. He talks about how he has seen a lot of complaints about failing wifi in the Pavilion notebooks and that the HP support forums are being flooded with such complaints. Take a look at this support thread at HP for the wifi problem on the DV6000. I caution you, the thread is PACKED with comments and may take a while to download if you are not on a fast internet connection.

The same blog from ZDNet asked HP about it and eventually got a response where HP admitted to the problem with the wifi on these Pavilion models. Apparently, HP posted a BIOS fix in the support forums to this problem, however it is said not to work very well and doesn’t solve the problem for most users. In fact, most users who have had this fixed ended up getting a motherboard replacement or a replacement system. This is a hardware problem, not something that can be fixed with a mere BIOS update.

Is HP Support Really Supportive?

There has been a lot of expressed disappointment and anger at HP over this. Not only because the problem exists in the first place, but because HP has been completely silent on the issue (up to very recently) even while their customers are flooding the support forums with this issue. The perception has been that HP does not monitor it’s own forum. And, quite frankly, recommending a BIOS update for a wireless card failure is practically laughable.

But, HP’s support is on the verge of laughable anyway. Just yesterday, I had to call HP because of a failing battery in – you guessed it – my DV6000. While the Indian guy I spoke to was quite nice, he ran me through diagnostic steps that were kind of stupid. I have also wrote in the past about my experience dealing with HP support on my laser printer. This is admittedly completely subjective on my part, but it seems as if HP technical support has a habit of grasping at straws and ignoring common sense when it comes to troubleshooting. Perhaps they need to use their heads more than the corporately written flow charts that their technicians no doubt use.

Reality Check

So, while I am writing this article based on other people’s observations, the volume of posts about this problem, both on PC Mechanic as well as on HP’s site, indicate that there is a fairly widespread issue of failing wireless cards in the HP Pavilion notebooks. I hope HP takes proper responsibility for this. If you have the problem, just make sure that you contact HP before your warranty expires. HP is really good at throwing hardware at the problem, so chances are you will get a free replacement.

The harsh truth is this: You can’t buy an all-in-one notebook computer with those kinds of specs for ~$800 and expect it to be the highest quality in the world. The attractive price tag given the specs is why so many people are buying these Pavilion notebooks. But, just buy it knowing that it will have a failure point.

Update May 30, 2010

Comments for this article have been closed. This was done because people were using as a means of getting HP support. This article is not an official HP support channel for problems that may occur with the HP products. If you would like to contact HP for support, please visit HP Customer Care at support.hp.com, thank you.

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Paul
I hate to be redundant, but maybe if the HP brain heads read about the frustrated users enough they will stand up and do something. My dv6000 is experiencing the same wireless issues, but even though it is supposedly covered by the HP recall (as I was told by the phone “support” staff) once they got it they are trying to ding me for over $700 worth of repairs and refusing to fix what the recall is for!!!! The phone support staff are useless in trying to explain why they won’t fix the wireless issue. Maybe their new strategy is to ignore the issue and hope we all go away. I used to be a fan of HP, but no more.

http://HPTechSupport Andy
Hi All.
It’s a common thing with HP products, and this is anyone’s downfall in buying an HP product.
I have been onto ‘tech support’ at HP to see if I can further the scenario regarding Pavilions and WiFi.
Now, I am an IT pro, so thus the tech guy (ha) could not offer any other advice than that I already knew and have obviously checked and done,. ie, once anyone with a pavilion wishing to upgrade their OS and or Hard Disc will have to sacrifice the loss of WiFi. There is nothing you nor HP can (or will) do unless you want to spend $$$’s for HP to install a new WiFi adapter. Thus it’s not worth the money. Only a few people have said Vista 64bit has kept their WiFi operating, but I fail to see this is so. Ubuntu , and Microsoft OS’s will not resolve this issue, it is an HP and Broadcom hardware problem.
So the result, you either put up wth loss of WiFi , or DON’T BUY AN HP !!!!!!!

Generic….
Andy -
It is not just a WiFi problem. My understanding is that it is an overheating problem and thus what is happening is the mother board is being fried. That is why the operating system isn’t going to matter as well. It is the WiFi that seems to have issues *first* but it is not the only issues you’ll have if you keep using the computer. The other issue that seems to come up quite often is that the battery and power system will stop working correctly (for instance, on my machine, you often are required to unplug the machine and take the battery out, then connect both back before the machine will turn on. If you don’t do this, the blue lights flash once and nothing happens. That is also why the answer of buying a cheap WiFi card doesn’t resolve all the issues.
The BIOS “fix” that HP put in place for this simply has the fan run more. As you’ve seen in many comments, that also doesn’t fix the problem.
Bottom line – you don’t have to be an IT Pro to know that if the board is being cooked, then there isn’t going to be much of a work around. The fix is for the machine to be replaced — which is what HP should be doing. Just as Intel started refunding money and replacing floating point CPUs a decade ago, HP should be biting the bullet and replacing these machines. Replacing the machines is simply The Right Thing For Them To DO. As more and more people suffer through this, the problem is going to start getting national and world wide exposure. It is a problem that has been around for quite a while and as the comments on this article show — it isn’t going away any time soon……

Andy
That’s odd you say that, Generic, regarding the overheating issues you have endured following a BIOS update, as my ze5400 actually runs cooler and quieter now after the BOIS update ! I did however strip the machine down and fully clean the heatsinks and fan units.
Mind you, nothing still fixed the wifi issue, and I see it could be possible that earlier heat issues could well have destroyed some wifi components.
It is a shame that HP will not admit to this hardware problem yet still continue to ship units out for the buyers market. Petitions from HP owners would be a good thing and well for me in the UK, Trading Standards ought to be involved. I don’t know what nor how your rights are against this in any other part of the world, but possible further investigation can be achieved.
Unfortunatly for me, my warranty is out anyway, and I certainly will not be sending HP my laptop as I see the charge beyond economic belief. A PCMCIA card will surfice instead.
I appreciate all your comments and replies regarding this matter, and if a lawsuit petition needs signing by myself, than I shall be happy to participate.

Fatih YASAR
Hi,
i’m from Turkey and I’m dv6000 victim too.
I had same problem at two time. Unfortunately my guaranty ended. Now they are requesting 340$ for repairing pay to my laptop.
I have talked with HP support Turkey and USA but they didn’t do nothing. Now I’m planning I will open a website which is hpvictims.com. I will publish poor support and problems with hp.
I need your suggestions. Shall i open this web site ?
http://pcmech.com dlshel31
I have a hp pavillion dv6000 and called hp support and they told me that there was nothing that they could do for me because I was two weeks late on the extended warranty for the repair of my wireless wifi. They would not help me, so I vowed to never by a hp pavillion again, I will go with another manufacture
Chris
TO EVERYONE THAT HAS A HP LAPTOP IN THE DV6000 SERIES HP WILL BE SENDING OUT REPLACEMENTS TO EVERYONE INCLUDING ME IF THEY DO NOT THEY ARE GOING TO BE TAKEN TO COURT AND SUED AS OF FRIDAY OR EVERY SINGLE PERSON THAT WORKS FOR HP BETTER START FUCKING GETTING THEIR FUCKING HEADS ON FUCKING RIGHT AND FUCKING GET EVERONE A FUCKEN REPLACMENT IF YOU THE WHOLE HP COMPANY CAN GO FUCK OFF

Generic….
How do you really feel?

Bansheekrypto
I FEEL THE SAME WAY!!! THERE IS ACTUALLY A PENDING CLASS ACTION ABOUT THIS.

http://www.thermahug.com Rhonda
How can we find out about the lawsuit so we can deal w/HP in the courts. Obviously they aren’t taking any of the consumers serious. It’s Oct. 24, 2009 and we’re still seeing the same issues. I too am a victim and have gotten the run around w/their tech. dept. Isn’t there anything we can do? We pay their wages — we are the consumer and we’ve gotten really ripped off.

nas-australia
hey guys…i have a hp dv 6000, almost 3 years old..i purchased on of the earliet models with the amd chipset and nvidia GPU…and a word of warning, in three years..i have had the same problem with my wireless dropping out, the black screen of death, over heating…bad cd drive..and i have had two warranty repairs and one i paid for myself..the last time i got a warranty repair by getting my laywer to threaten a lawsuit..or atleast public defamation…and i got a call from a lady at Hp customer service that offered me a free repair n i got the laptop fixed in like 4 days..now im having the same issues..and im considering my situation…if anybody has any bright ideas, e-mail me..im at nmali@utas.edu.au
cheers and the best of luck
USA
I have a dv9000 and the same thing happened to me. The wireless quit working for three days and wasn’t being recognized by my computer at all. I took the battery out and turned off the computer overnight, this morning first thing I started it up and it works fine. Maybe this can help someone.

HP tried to scam me
I had the same wireless failure on my DV9000. I sent my notebook in to HP for the autorized replacement of the motherboard at no cost to me. When I sent it to them it was in brand new condition…perfect physical condition aside from the wireless failure. HP rep claims that when they took it out of the shipping box they sent me to use, it was damaged…screen broken, hinges broken and the bezel was missing…they also claim no damage to the shipping box… WHAT???????? There was no damage to my notebook when I sent it to them. They claim to have taken pics during the unpacking process to prove this. I have yet to see them or get my computer back…has to be some kind of scam. I find it unbelievable!

http://none a cohen
We should all start a class action lawsuit. Anyone intrested.

http://www.thermahug.com Rhonda
Yes–I am interested.

Chris
YES START A CLASS ACTION LAWSUIT SO HP CAN SEND OUT REPLACEMENTS AND PEOPLE LISTEN HERE THE DV9000 AND THE DV6000 SERIES ONLY HAS THE WIRELESS PROBLEMS IT IS NOT OVERHEATING THAT DOES IT ITS JUST THE CARD ITS SELF I BOUGHT MY LAPTOP FOR $1200 I SOLD IT THE WAY IT WAS WITHOUT THE WIRELESS WOKING FOR THE SAME PRICE THAT I BOUGHT IT FOR SO I DIDN”T LOSE ANYTHING I HAVE A DELL LAPTOP FOR SALE IF ANYONE IS INTERESTD I AM SELLING IT FOR $600 WORKS FINE NOTHING WRONG
Sheila
Contact BBB (Better Business Buearu) and let them know the deal here. That is what I just did! If enough of us stick together maybe we will get justice. Let the store know where you bought the pc at what HP is doing to us. That store should work with the customers and demand HP to REPLACEMENT our faulty laptops or if not they will stop selling the products of HP’s!!!!!!
Debi
PLEASE PLEASE start a class action suit, I’ll find the Attorney….
I bought my HP in Jan 2009 and I did not start using it until July
I have the black screen and they blamed it on me I can send my email address if allowed to start this action
Debi
here is my email address let’s start the class action DebiKaye@aol.com
uras
I think I have the solution. Go to control panel and look into installing and unistallin programs, uninstall the Wlan assistant from HP.
I have done it and all seems to work better. Even starting the computer into windows works faster.
Two programs that manage the wireless HP and on the other hand Windows cannot work properly.
Leave to manage the wireless only to windows.
Wlan assistant from HP is not needed, Hp is not able to devellope good working programs.
Next time buy something else. Hp is not able to sell errorless goods.
Criosdean
If you are a UK consumer and are having problems with your HP Laptop take it back to the store you bought it from and demand a refund under the Sale of Goods Act 1979. Don’t worry if it’s out of Warranty you have upto 6 years to raise the issue under this Act although you may have to prove the goods were not of ’satisfactory quality’ and the fault was inherent. Do an internet search to find numerous examples of HP laptop failures and check out HP’s own user forums to support your claim.The DV6000 series in particular seems prone to failure and HP offered an Extended Warranty service to some but not all consumers whose laptops showed symptoms such as losing wireless access, failure to boot up, blank screens etc. It would appear that eventually the motherboard needs to be replaced due to an alleged overheating graphics card, cheap solder and poor cooling. For non UK consumers check out any consumer protection laws that may apply in your country.
Mathias
I have a dv2000, bought late 2006 (out of warranty)
A couple of week ago the blue light turned red, just like that. I bought a Netbook just to have WiFi access and also bought more memory for the dv2000 (2x1Gb).
4 days ago I installed the new memory cards and WiFI not working (didnt expect any change anyway).
Then I removed the HDD (to assist a reinstall of OS on the new CD-free Netbook).
Back with the HDD (after trying some booting from a USB stick, again for the Netbook) and the blue light is back (WiFi working, yeah !!)
After moving the dv2000 back to its place (i.e. further away from the router than my cable reach) it turned red again.
To day I tried change BIOS to what I used for USB-stick start…. still red.
Took out and put back the HDD again.. still red.
Took out and put back the HDD a 2nd time.. still red
darn… took out the HDD, booted from USB (no change to BIOS needed) turned off, back with HDD… turn on and …. BLUE LIGHT … yeay…
I will keep an eye on my 2.5 external USB HDD as that has always been connected when the blue went red and always disconnected when red turned blue…
the dv2000 was my first wifi computer so i dont know what to expect after 3 years and I have used the dv2000 quite a lot for long hours at a time but I must say i am not impressed.
My DELL Inspiron had the backlight on the screen go out after 3 years so that is perhapps the life expectancy for a Laptop ??
Mathias
Criosdean
Allegedly the nVidia chip is prone to overheating which in turn melts the cheap solder and detaches it from the Motherboard. HP tried and failed to correct the problem with a BIOS revision which just kept the fan running constantly.
HP’s own user forums and numerous web sites are full of horror stories about these laptops and it is an absolute lottery as to whether you get a free repair under their Enhanced warranty Scheme.
Several Lawsuits have been filed in the US against nVidia and various OEM’s. At least 5 have combined for ‘Class Action’ status and I understand nVidia’s own insurance company (NUFI) of Pittsburgh has filed an action against nVidia.
If you search for nVidia Lawsuits and have the time to trawl through all of them you will get further info. An excellent article by TG Daily is available at: http://www.tgdaily.com/content/view/42472/118/
ANN
I HAVE THE SAME PROBLEMS WITH MY HP PAVILION DV6000. I HAVE THE BLACK SCREEN AND SOMETIMES GET LINES GOING ACROSS THE SCREEN THEN TURNS BLUE OR BLACK… HAVE BEEN DISSATIFIED FROM THE BEGINNING… THOUGHT I WAS THE PROBLEM WITH NOT KNOWING MUCH ABOUT COMPUTERS…. SINCE I FOUND THIS WEBSITE I CAN SEE IT IS THE PRODUCT IT SELF I CALLED HP AND THEY SAID I CAN SEND THE COMPUTER BACK AND HAVE IT REPAIRED COSTING ME $400.00 OR I CAN PURCHASE A NEW ONE FOR $480.00!! NO THANK YOU!!!! I AM ONE UNHAPPY CUSTOMER!!!
iceman_1988
Hello! I have also same Wifi-problems with my HP DV6836eu notebook. I and local ICT-service’s specialist have tried fix these Wifi-problems. Drivers’ reinstallations and updates didn’t solve problems. Probably this is hardwareproblem with broadcom’s wifichip. This notebook have been already two times in warranty service but now my warranty is expired. I’m very disappointed HP’s product quality. I will soon buy new laptop but I’t won’t be HP. Perhaps Asus or Sony. Greetings from Finland. Best luck with solving these problems.
Ariane_Brazil
…the same problem!!!
Did Anybody here have found the problem with the wireless? or Will I have to use the cabe forever?!
Sorry, I know almost anything about computers and my english is not good.
Thank you for helping!

Carol
You need a new motherboard. HP will do this free of charge if you call customer service and insist on it. There has been a recall. Just beware they may try to charge you for something unrelated

Miesher
Just place your finger on top of the light symbol that indicates the wireless ON/OFF and it will magically turn ON. Amazing!!!
hp makes lemons
OMG you are NOT kidding about the hp problems! i had my wireless, motherboard, some heat crap, etc, replaced about 3 months after i bought my dv6352. which was only the BEGINNING of > 2 years of problems so far!!
i got my unit at office depot – another HUGE MISTAKE because office depot has been defrauding SCHOOLS by overcharging them just because office depot could! http://watchdogblog.dallasnews.com/archives/2009/04/the-state-attorney-generals-of.html
back to my computer. what was HUGE imo was when tech support ADMITTED THESE LAPTOPS OVERHEAT BECAUSE THEY ARE STRUCTURALLY DEFECTIVE!!! isn’t it FRAUD to sell a product that doesn’t work??
these hp laptops are all LEMONS that should be recalled OUTRIGHT and our purchase price REFUNDED!!!
thanks for letting me get that off my chest, whew.
JulianMitch
I have this same model DV6000 laptop and not only does the wireless network adapter fail to be recognized but it will not boot up to the HP screen at times causing me to reboot several times. The problem is the MoBo and HP knew this which is why they have placed an extended limited warranty on it.Of course I’m 3 months out of warranty so they want to charge $260 for a repair of something they knew was going to fail. I will notify all 953 clients of mine in addition to my friends and family never to purchase from such a dishonest, unscrupulous company that has forgotten the meaning of customer service. A Public relations blunder is all they have achieved in trying to resolve any of my issues.

uras
Try this,
Shutdown your computer.
Unplug your wireless card (mini pci express), two screws.
Start your laptop and run windows.
So windows will forget there was a wireless card.
Shutdown your computer.
Install your mini pci card again.
Start your computer and run windows.
So your laptop wireless problems are gone for a while.
New problems after a few months, so do the same.
This method works great for my dv 6000.
There is something corrupt between broadcom chip in the wireless card and pci of motherboard quanta 30B7.
Hp has realy used the baddest combination ever: quanta and broadcom.
So good luck
Reed Saint
Julian I have an Hp dv6000, it too has that problem of not booting up. In fact it will no longer boot up… If it is cold it will start for about 30 seconds and then it will go out. Is this the problem you are or were having with your pc? I have found a site where I can purchase a MoBod for about $150 or so. What I am trying to determine is, is it the MoBod or the Processer? If you have a minute would you let me know what your pc symptoms are? Thanks. Saint.

uras
I think is better to buy a new laptop of an other brand then buying a motherboard for your dv 6000, because the problems will stay also in the new motherboard. Quanta is really a lower quality board.
Look for a laptop with a wireless that have not the broadcom chip build in.
Pal Thangam
NEVER BUY HP SYSTEMS. VERY VERY BAD PRODUCT AND VERY BAD CUSTOMER SERVICE.
Ah Kong
I have hp9500, and while I was using it for international call, the battery charge slowly declined and died out eventually in a few minutes. Since then, I can’t restart the computer, even after I tried taking battery out, using only adaptor. I guess it’s something to do with battery, adaptor or fried board. No, no wireless or other things. Forget them.
So, I called HP two times. The first time, they checked my model and found that I’ll be eligible for battery replacement. So I went to the HP site to register my laptop model and battery model. I found then that my battery model is NOT part of their replacement models (issued by US Consumer Safety Bureau). So, I can’t do much with the web site. Then, I called second time (probably that Indian call center). The guy at CS kept trying to sell me ‘extended warranty’. I have vented out ALL BAD THINGS ABOUT HP!!
I said, I am not going to pay for a penny for a supposed-to-be high-end product. Now, it’s completely useless. I’ll wait for either Class Action Lawsuit or free recall/repair from HP. HP knows very well that they have these issues on a lot of their pavillion models, but they are trying to keep their mouth shut until something breaks them. That’s what I am waiting.
Maybe I should talk the people in higher-chain in CS dept.
What a CRAPPY PRODUCT FROM A CRAPPY COMPANY.
Oh, I said, to the guy that I WILL NEVER BUY ANY PRODUCT FROM HP in my whole life again!!
cheers,
Brad
I just paid almost $400 for my just-after-warranty-expired Hp dv6700 crash. Still having little issues, now with the wireless fitzing in and out, and I am definitely not going to pay to get it fixed again. Just wanted to throw my name out there too in case there is someone collecting names for a lawsuit or going after some reimbursement.
B