Predator Helios 16, PH16-71-My Wi-Fi suddenly Disappears.

I have Predator Helios 16, PH16-71.
I really don't know what to do now.

I have read multiple forums of multiple devices having the same problem.

My Wi-Fi option just disappears while its connected.

I just noticed that, whenever I start GTA online, it just running for some time and then Wi-Fi option just disappear, not only this game, in most off games it happens.
I can see on WiFi and Bluetooth options just getting disappear in Action Center, than after 2-3 seconds, only Bluetooth icon comes back.

I have tried to disable and re-enable the WiFi, it comes back, but again after starting game, it just disappears.

Yes the ethernet is working fine, no problem with that.
but WiFi card is just dying or what I don't know.

I bought this laptop on May 2024, Having the issues started on August, tried everything, installed latest drivers, reinstalled a fresh windows 11 but that doesn't work, so Acer Support have reached out and changed my WiFi card.

After 4 Month, in December I faced the same issue again for a day and then haven't gave me any problem till year end, but now in Jan 2025, It started again, suffering it from 5 days.

Yes WiFi option can come back with restart and driver reinstall, but I haven't bought this laptop for doing this whole time, acer support tells me to update it to 24H2 but I don't want to upgrade it, and 24H2 will don't repair the problem right?!

Please suggest me what to do, I can get a technician support, but then say this is a driver problem all time.

[Edited the thread to add model name and issue detail to the title]

Accepted answers

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AnhEZ28

@Nevil__1004

Try this: turn off the laptop, disconnect the charger, and hold the power button for 15 seconds.

Or update the BIOS to see if it resolve the WiFi issue.

Nevil__1004

@AnhEZ28 Yes it resolves after every restart, but whenever I start the game again, its just disappears every time.
I have already done all that steps earlier, currently I have already updated all drivers and have the latest BIOS v1.16.

AnhEZ28

@Nevil__1004

Then it is a hardware issue. You should go to a local Acer and ask them to change the WiFi card.

Alejandro_AC

Hi @Nevil__1004 I'm sorry, but I don't quite understand the problem. What is it that disappears?
I see that the WiFi device is in the device manager. Do you mean that it disappears from this section?

Or do you mean that the wifi connection is cut off?
If they have already changed the wifi card, I don't think the problem is the card.
On the other hand, you should always have Windows updated from Windows Update, keep in mind that updates, in addition to correcting device driver problems and we don't know if this is your case, also solve problems with system security.

Nevil__1004

@AnhEZ28 I have already replaced wifi card 4 months ago, and got started same problem after 3 months.

@Alejandro_AC I have only one pending update of 24H2 and its optional update.
I haven't upgraded it because I am currently playing an EMPRESS game and want to complete it, its not working in 24H2.
If 24H2 really can solve my problem than and than only I will sacrifice that one.

Alejandro_AC

So don't update for now, I can't guarantee that this update will solve the problem.
But you haven't answered me, do you lose wifi connection or does the wifi button option in the systray simply disappear?

Nevil__1004

@Alejandro_AC Oh yes sorry I forgot,
The WiFi connection lose, and WiFi icon disappears in systray and also all wifi settings disappears from settings.

Alejandro_AC

Does your wifi card have both bands, 2.4Ghz and 5Ghz?
If you have them, can you test if it happens with both?
You have to keep in mind that the wifi connection is not ideal for use on the computer, we should always use the ethernet cable (but I understand that it is not always possible), also, with cable, the speed is practically the contracted speed, while with wifi you barely get between 30/40% of the contracted speed and you are affected by interference, which makes the wifi network an unstable medium.
As you know, the distance from the computer to the router also affects the quality of the wifi network.

AnhEZ28

@Nevil__1004

You can ask them to replace the WiFi card again.

Nevil__1004

@Alejandro_AC Yes this wifi card has total three bands - 2.4, 5 and 6 Ghz.
I use my mobile for hotspot with 5Ghz because I live in hostel currently, I use ethernet most off time at my house.

I know WiFi can't get the contracted speed but I have not ethernet cable on this time so I am getting off everytime.

StevenGen

https://community.acer.com/en/discussion/comment/1321573#Comment_1321573

Hey Nevil__1004, I've got the same Predator Helios Neo PHN16-71 and I play GTA5, F1-24 and Assetto Corsa Competizione on Stream and this laptop that runs Win-11 24H2 latest January 2025 OS build 26100.2894 and its never ever disconnected from its WLAN/BT card, it seems to me that its the Killer AX1675i card that is the problem, get Acer to change this card to what they fit the latest PHN16-71 laptops with which are the Killer AX1650i model card.

Btw, I've upgraded my PHN16-71-50JG model to 64GB @ 2x 32GB DDr5-4800MT/s CL40 type Crucial ram and to a 1TB Samsung 990 Pro NVMe with Heatsink M.2 boot drive and this laptop never ever disconnects from the WLAN card with the Killer AX1650i card. Good luck and hope this helps you out to solve this problem.

My PHN16-71-50JG model Predator Helios Neo Device Manager > Network adapter

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

Alejandro_AC

https://community.acer.com/en/discussion/comment/1321573#Comment_1321573

Ok, I understand in that case that you cannot try with the other two bands and that the computer connection is through the phone, that is, a router is not involved, in that case the problem is more complex, it is probably a matter of configuring the connection between the computer and the phone.

Use Phone Link to Sync Your Android or iPhone to Your Windows Computer | Microsoft

Nevil__1004

@StevenGen Yes You Are Right, I should ask acer for AX1650i, but they will not give it to me for replacing this,
I have not same laptop as you, its different, You have Helios Neo 16 and its Helios 16, I have Wi-Fi 6E card that can give me 6Hz Bandwidth and you have Wi-Fi 6 card.

I should try Wi-Fi 6 if acer provides me as a replacement, but I think acer will provide only the same part if they find issue in card.

@Alejandro_AC Bro thanks for telling me, I really forgot to test it to all frequencies, I have connected to a 2.4 Ghz hotspot and its working fine, but 2.4 Ghz is not enough for utilize maximum speed of internet but still it works, thank youu mann.

But what could be a issue with a connection, really my phone is just giving hotspot and my Wi-Fi card can't handle that 5 and 6 Ghz than why Intel make cards like this, or it can be a fault of my motherboard too I think.

I got a Technician from Acer and he will come today afternoon, let's hope for good this time, Its too annoying while downloading media from creator and uploading it back to them too.

Alejandro_AC

You'll tell me how everything goes.

Nevil__1004

@Alejandro_AC
Thanks for your patience,
Actually My Mobile Hotspot has turned on Wi Fi 6 option,
I have just tried somethings for 3-4 days,
I used 2.4 GHz for a Day and It was working fine,
I used 5 GHz for two Days without Wi Fi 6 option enabled in mobile hotspot,
And all is working fine.

I got a technician two days ago, then checked the laptop, hardware was fine and also all drivers were updated,
I turned on Wi Fi 6 again on that day for testing in front of technician but Wi Fi wasn't disconnecting that time, i don't know why,
Its fault of Drivers or My Mobile's Hotspot may be,
But with Wi Fi 6 Hotspot, I have tested much much devices and not any has this fault.

Thank You Man!

Alejandro_AC

Thanks for commenting.

StevenGen

https://community.acer.com/en/discussion/comment/1321738#Comment_1321738

Hey Nevil__1004, Wi-Fi 6 has a Max Speed (Theoretical) 9.6 Gbps so does Wi-Fi 6E cards (the difference is that the E cards are a so called Wi-Fi 6 band) but there is not much difference in speed between the two and also you will never ever use their max speeds.

Also be aware that the Wi-Fi 6 is allot better in congested areas and its Max Speed (Real World) is 4 Gbps and Wi-Fi 6E is Up to 5 Gbps, so there is not much difference between the two, as you will never ever use 4-5 Gbps internet speeds. As and if your AX1675i card doesn't work, replace it with a new AX1650i they are not very expensive and they are like USD $15.00 on eBay, So try that out as a solution after the warranty runs out if its not fixed.

I know because I just bought a new Killer AX1650i for my Nitro 5 AN515-56 laptop just recently to replace the old Acer oem card that didn't want to update its drive and only worked on its old Bluetooth 2021/11/11 – version 22.40.0.2 driver, but the new card didn't make a difference, it was a thing that was within my Nitro laptop, also be aware that these cards are very small and their A&B antenna pins clips can get damaged and you need to clip them 100% into the card, and if you damage these clips, then you will have to replace the antenna wires completely, so be aware of this too.

So good luck as this is a problem that Acer has had before with these Killer cards and I thought that my new PHN16-71 laptop will also have the same problem with the Killer AX1650i card but it doesn't, so your PH16-71 must have the same bug with the Killer AX1675i card. Hope you sort this out as I know how frustrating it is.

If this answers your question and solved your query please "Click on Yes" or "Click on Like" if you find my answer useful👍

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