2013 Archives

[TwelveTone]

I have been having the same wifi problems with my R7 as everyone else for the two months I've had it--really frustrating. My Linksys BEFSR41 router (no 5GHz option) is upstairs in a room, but I'm usually downstairs when using it. The slowness made it practically unusable for anything Internet since most pages would not even finish loading. But I absolutely love the flexible design and had no intention of returning it for something else. I really wasn't interested in buying more equipment to 'fix' the problem, so I decided to call again after reading the post from Acer-Cory.

I'm in the US so I called today and got to a rep named Phil. I explained the issue, and this thread, he offered to replace my unit and I opted to provide my credit card so they could ship me a new unit right away. He stated that the unit would come with a return shipping label to pay for all of the postage and that I could use the same box that they’re sending me. He said my credit card would be released once they received my R7. It was surprisingly very easy and painless and now I'm looking forward to getting my new Acer R7, hopefully with this wifi issue resolved. I will test it out when I get it and follow up with another post soon.

[garter]

This is a positive step forward and I hope that TwelveTone keeps us posted as to whether Acer follows through with a replacement unit. The R7 fits  my needs perfectly and I want to take advantage of a good sale at my local BB, but want a little more evidence that Acer has come up with a reasonable solution to to this issue.

[comeonwifi]

I bought the R7 a few weeks ago and ran into the exact same problem!!! My ipod touch is getting 18MB/s while the R7 is getting 1MB/s.  I bought an USB Wifi adapter and it was working well, but now it's getting 2.5MB/s...not much better  So finally I have to create an account on here and join the chorus at the absolutely HORRIBLE wifi connection.  There're strength in number and obviously the views for this issue is reaching 4000.  

The R7 is a relatively new product with interesting design and people are definitely researching hard before they buy it.  A LOT of potential customers will be turned off by this wifi issue, which still can't be fixed with an external USB wifi adapter, taking up 1 out of 3 available USB slots.  

All lurking R7 members with this issue please create an account and log your complaint here.  Every compplaint counts and it adds to the obvious picture of a design flaw.  DO THE RIGHT THING ACER!!!  It's better to take a financial hit by doing some sort of recall and repair, or hopefully driver/software update than to lose existing AND potential customers.  This is my first time buying an Acer product and hopefully the company will do the right by their customers. 

[Smurk]

Noticed after setting up external WiFi that when it shows a list of available net, it also displays duplicate names. The internal adapter only showed one. So maybe it mix up the mac address?

Anyway after moving to another hotel this speedtest (http://www.internetfrog.com/mypc/speedtest/) is still showing the same nonsense, there measuring doesn´t work at all. Recommend you use this site: http://testmy.net/ . Because its speed results match facts much better. They also say that flash tests are inaccurate ... So check out that last link.

For those interested in extra USB port: This hub for USB3 works as advertised. They say it can service both ports simulatanously and apparently it´s correct - tried copying 1.78 GB from USB3 to USB3 on R7 and then just from hub port to hub port, it took exactly 38secs both times. The hub gets a little hot, it´s got two bright blue led and one green. Bought this one instead of the Acer Converter cable.

[BladeRunner]

I do not own an R7, but it may help the community if there were videos made and posted up on youtube providing visuals for problems experienced. This may expedite solutions to found problems with the R7. Hope all this gets sorted out one way or another.

[DISMAYEDUK]

I too have had the same problem. I bought the laptop in the US (Best Buy) on holiday, got home to the UK and found the wireless was awful. Had to ring ACER at my own expense, and spent hours trying to fix with no joy. Rang them again,and escalated to the floor manager- he asked me to change the speed of my router to 5Gz and not 2.4Ghz- i said this was absurd, the laptop should work with all routers. Also my router is supplied by my local broadband/cable company (SKY) and is a DLINK router that only has 2.4MHZ. I stated I would not have bought it had I known it only works wirelessly on certain networks.

Finally pushed for a further escalation, and they have agreed to take the machine in at their expense to either resolve or issue  a refund- something which the first to call de nied they were prepared to do.

So escalete beyind the first level support if you feel you are not getting the support you need/deserve

[metroidology]

I've been reading this forum for about a month now, waiting for a solution to this WiFi problem on our R7's.

I decided to make an account and post so that Acer understands that this issues is probably not just occuring with a small percentage of buyers. If you haven't done so, make an account and post to make acer aware that this is not a small issue.

In fact this is my second R7 after returning my first one for having a defective gyroscope sensor that enables the screen image to flip properly when rotated. That first laptop also had wifi issues, I just didn't truly recognize the issue because at home I use a 5G WiFi signal.

Now that I've bought another R7 I noticed the WiFi issue after traveling with my laptop and I found that this WiFi issue IS common with the R7's.

Here's my sum of this forum so far (failed suggested solutions):

• Reassuring the internal WiFi antena is not loose. (not loose)
• Disabling the Power Management on the WiFi adapter. (doesn't resolve anything)
• Updating the Broadcom Wireless Adapter Drivers (No new drivers available)
• Sending in your unit to have the internal Wireless Adapter replaced (Did not work)

So far the only secure solution I know of is by purchasing and external USB Wireless Adapter. Edimax seems to be a great brand with multiple models. Google and Amazon search for an affordable adapter if you're willing to go this route.

I'm reading now that Acer has found that the problem lies in a defect with the RAM. They are instructing to send in the unit for this repair, but I am very skeptical of this solution. I haven't look much into this solution other than reading what is here.

I recommend contacting customer support beyond level one support. Once you get a case number I believe it is easier to call back past level one support.

Do not let Acer trick you into sending in your unit at your expense rather try to get a new fixed unit and not a refurbished one. We paid for a new unit I would not want a refurbished fixed unit we want what we paid for.

[garter]

metroidology, that was a great summary. The only thing I can think to add is for EVERYONE here to post something about our concerns and issues on the R7 Facebook page, which has very few comments right now and only one negative one. Maybe if the PTB at Acer see a movement on "social media" about this, they will take steps to do the right thing?

[TwelveTone]

I just joined after lurking then reading the recent post from Acer-Cory and deciding to contact support.  I had not tried before so it was my first time.  Maybe I'm lucky but I had a really good support experience so I'm feeling pretty confident about it.  I AM replacing my R7 with the understanding that they have identified and fixed the wifi issue.  I did get a case number from them and won't pay for any shipping.  They are sending a new one first and then I will return my old one, but you need to provide a credit card for that.

You can bet I'll be testing it out as soon as I get it, and will post my findings afterwards.

[qxlb3r]

I'm wondering too why you think you need to pay something? It's a warranty case, you put your laptop into the original box, print the UPS sticker Acer sends you, put it on the box, UPS comes and fetches the box, and a few days later you have it again. It doesn't cost you anything, and it's really not that much effort.

And the second I'm wondering: Acer said they have now the solution and we therefore need to send in the laptops to the repairing service. So don't say there's no solution. There is one that no one yet could confirm because no one yet received his repaired notebook and only a few sent it in because the solution seemed to be found 3 days ago. So please calm down a bit...