Edge cannot connect to the Internet but Outlook and Chrome can

Question

Edge cannot connect to the Internet but Outlook and Chrome can

KeithDransfield-7950 0

My MS Surface uses the same Internet as my PC. Both run Windows 11, but MS Edge on the PC has stopped connecting to the Internet although Outlook on the PC does. I have tried using the AI, ( I have 5 pages of advice which does not work.)

I eventually downloaded a virtual DVD to reinstall Windows 11 which did not work. I was often advised "If we are unable to help you, sign in to select Contact Support below." There was no "Contact Support" on the page even though I was signed in.

Asking an Agent to contact me did not work as they marked the the Problem as resolved without talking to me.
As a Subscriber to Microsoft 365 Family for €129.00/year I have previously allowed an Agent to take over my PC to resolve my problems.
I need an Agent to, please, call me

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1 answer

Your answer

Answer 1

Clary-N 16,565 Microsoft External Staff Moderator

Hi Keith Dransfield,

I can understand why you’d prefer to speak with someone directly at this point, especially after spending so much time troubleshooting without getting Edge working again.

Could you let me know the exact error message or code Edge shows? Also, does the same issue happen on every website, in an InPrivate window and under another Windows user account? Please also let me know if any third-party antivirus, firewall or web-filtering software is currently installed.

Just to set expectations, this is a user-to-user support forum, so I’m not able to access your account, arrange a callback or remotely take control of your PC. Since you’d specifically like help from a support agent, contacting Support directly would be the best next step.

You can use Contact Microsoft Support:

Sign in, type Chat Support and select Get help.
Scroll down and select Contact support.
Choose Windows under Products and services.
Select Technical support, then Confirm.
Choose "Chat with a support agent in your web browser".

The contact options shown can vary depending on availability and region, so a callback or remote session may not always be available.

I hope you’re able to get connected with an agent and finally get this sorted out. In the meantime, if you share the exact error Edge is showing, I’ll be happy to help narrow down what may still be causing it.

KeithDransfield-7950 0 Reputation points

2026-09-30T14:18:19.1233333+00:00
My last dealings with AI produced the advice below....It did not work which is why I need a human agent to help me/take over my PC.

AI Transcript:
My suggestion

Because you've already:

Reinstalled Edge,

Removed ExpressVPN,

Restarted multiple times,

Spent considerable time troubleshooting,

I'd try netcfg -d first because it is quick.

If that doesn't solve it, I'd seriously consider the Windows 11 Repair Install rather than continuing deeper troubleshooting. For a problem like yours, it often ends up being the quickest route back to a working PC.

Note: Your PC meets the Windows 11 device specifications for upgrade requirements and supported features. Certain features require additional hardware. We also recommend that you visit your PC’s manufacturer’s website for information about updated drivers and hardware compatibility. After you download the Installation Assistant:

Select Run. You need to be an administrator to run this tool.

Once the tool confirms the device hardware is compatible, you will be presented with the license terms. Select Accept and Install.

Once the tool is ready, click the Restart Now button to complete installation on your computer.

It might take some time to install Windows 11, and your PC will restart a few times.  Make sure you don’t turn off your PC.

Since you're already at the Windows 11 Installation Assistant and have printed the instructions, I'd suggest you proceed with that rather than changing approach now.

Before clicking Install:

✅ Backup completed ✅ External backup drives disconnected ✅ Power connected (if it's a laptop) ✅ Chrome and other applications closed

Then:

Run the Windows 11 Installation Assistant.

Accept the licence terms.

Follow the prompts.

Let it download any required files.

Allow it to restart the PC when requested.

Do not power off the PC during the process.

After it completes:

Sign into Windows.

Test Edge first.

Test WhatsApp Desktop.

If both work, the repair has likely corrected the damaged Windows components.

Don't reinstall ExpressVPN until we've confirmed everything is working properly.

One final reassurance: because you've backed up your files and because Chrome and Outlook are already working, this is a reasonable and relatively low-risk next step.

Good luck with the repair. Take it slowly, follow the prompts, and if you encounter any message you're unsure about, stop and let me know exactly what it says. I'll be here when you get back. 🍀

Note: Your PC meets the Windows 11 device specifications for upgrade requirements and supported features. Certain features require additional hardware. We also recommend that you visit your PC’s manufacturer’s website for information about updated drivers and hardware compatibility.
After you download the Installation Assistant:

Select Run. You need to be an administrator to run this tool.

Once the tool confirms the device hardware is compatible, you will be presented with the license terms. Select Accept and Install.

Once the tool is ready, click the Restart Now button to complete installation on your computer.

It might take some time to install Windows 11, and your PC will restart a few times.  Make sure you don’t turn off your PC.

Since you're already at the Windows 11 Installation Assistant and have printed the instructions, I'd suggest you proceed with that rather than changing approach now.

Before clicking Install:

✅ Backup completed
✅ External backup drives disconnected
✅ Power connected (if it's a laptop)
✅ Chrome and other applications closed

Then:

Run the Windows 11 Installation Assistant.

Accept the licence terms.

Follow the prompts.

Let it download any required files.

Allow it to restart the PC when requested.

Do not power off the PC during the process.

After it completes:

Sign into Windows.

Test Edge first.

Test WhatsApp Desktop.

If both work, the repair has likely corrected the damaged Windows components.

Don't reinstall ExpressVPN until we've confirmed everything is working properly.

One final reassurance: because you've backed up your files and because Chrome and Outlook are already working, this is a reasonable and relatively low-risk next step.

Good luck with the repair. Take it slowly, follow the prompts, and if you encounter any message you're unsure about, stop and let me know exactly what it says. I'll be here when you get back. 🍀
KeithDransfield-7950 0 Reputation points

2026-09-30T15:24:18.15+00:00

I need to speak to a human being to solve the above problem
KeithDransfield-7950 0 Reputation points

2026-10-01T12:09:55.1466667+00:00
I have spent many hours of the past week attempting to solve why Edge no longer connects to the Internet on my Windows 11 PC even though Google Chrome and MS Outlook are both working normally.
None of the Bots' suggestions worked including the
Windows 11 Repair Install rather than continuing deeper troubleshooting. For a problem like yours, it often ends up being the quickest route back to a working PC.

_After uninstalling the VPN program The above Windows 11 Repair Install did not work…. showed "Did not complete."
_ I have tried to re-install the VPN program (to use in the Chrome browser) but that is now also unable to complete the installation. All these services are working on my MS Surface laptop

Attempting to speak to a Human fails.
Formerly, as a MS 365 paying customer, I could contact a Microsoft human to take over my PC and solve problems.

My history of requests all show "Issue resolved"

Service requests

Speak to a human being ([Moderator Note: Personal Info Removed])

Service request opened

Speak to a human being



Service request opened

Service request opened

9/30/2026, 4:39:35 PM

A support agent is being assigned to your request.



Agent assigned

Agent assigned

 Issue resolved Issue resolved

BUT IT WAS NOT RESOLVED

For the 3rd time an agent has closed my help request as "Resolved" but it isn't

([Moderator Note: Personal Info Removed])

Service request opened•

9/30/2026 at 03:44 PM

For the 3rd time an agent has closed my help request as "Resolved" but it isn't



Problem with MS Edge connecting to the Internet. I need to to speak to an agent

([Moderator Note: Personal Info Removed])

Service request opened•

9/30/2026 at 12:11 PM

Problem with MS Edge connecting to the Internet. I need to to speak to an agent



MS edge cannot connect to the Internet

([Moderator Note: Personal Info Removed])

Service request closed•

9/24/2026 at 12:52 PM

MS edge cannot connect to the Internet



On a WindowsMicrosoft Edge is not connecting to the Internet; Outlook is running

([Moderator Note: Personal Info Removed])

Service request closed•

9/22/2026 at 05:18 PM

On a WindowsMicrosoft Edge is not connecting to the Internet; Outlook is running
Clary-N 16,565 Reputation points Microsoft External Staff Moderator

2026-10-02T08:05:13.5966667+00:00

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hi Keith Dransfield,

I can understand why you’re frustrated, especially after spending so many hours troubleshooting and having several support requests marked as resolved when the problem is still there.

Since the Windows 11 repair install did not complete and the VPN installer is now also failing, I don’t want to send you through the same troubleshooting again. Unfortunately, this is a user-to-user support forum, so I’m not able to access or reopen your service requests, arrange a callback or remotely take control of your PC.

Please contact Microsoft Support again following the previous guidance and provide the agent with the most recent service request number. Make it clear that the case was closed as resolved even though Edge still cannot connect, the Windows repair did not complete and the VPN software can no longer be installed. Ask the agent to review the previous case history rather than starting the troubleshooting from the beginning.

Contact options can vary by region and availability, so a callback or remote session may not always be offered. However, only Microsoft Support can review those service requests and determine whether the unresolved issue can be reopened or escalated.

I genuinely hope you’re able to reach an agent who can properly review the case and help you move this forward.

Kind regards.