WiFi deteriorates after closing the lid on Surface Book connected to Surface Dock

Dear all

The latest was that the microsoft helpline advised me to put a piece of paper between the screen and the keyboard, I did not spend a £1000 on a surfacebook and expect to have do this every time we want to use the laptop in docked mode with an external screen.

I asked for an escalation, I was advised to write to Microsoft Legal dept in reading as they dont accept emails or calls! Write in this modern time!!

I did write, only for a technician to contact me and advise that they would sawp it for another unit, but that would not solve the problem.

what we need here is for Microsoft to get a grip on the issue, redesign the keyboad and do a swap out, or an exchange programme for a surface pro, or buy back.

It would have been great customer service for Microsoft to proactively do this but as usual they will have to be dragged to the table.

I have written to a journalist at IDG, publicity of the issue is unfortunatley the only way this will get solved.

In addition to Phil's statement, we are also having the same issue. We have a Mini DP adapter which powers 3 monitors (works fine), but when you close the lid the WiFi performance just goes to "No Internet Connection" but when you open the lid it works just fine. We removed/re added the driver, did NETSH INT IP RESET, NETSH RESET WINSOCK, ensured PC power profile was configured to not disable any devices, moved the users workstation to another desk closer to the WAP, we did just about everything and nothing but opening the lid made a difference. Can an engineer at MS please look into this? I know it sounds impossible, but you can see from other users this is a real issue. Very bizarre.

Hi,

I know this is an old post, and I am not sure if anyone mentioned this, but... I have the same issue, and a quick (but maybe not ideal) fix is to turn your screen around to act as a tablet (while hooked up to the base of course). My wifi stays at max signal and it takes up less space now. I plan to still go the "usb to docking station' route, but until then, this works.

Thanks Amalia. 

It's disappointing Microsoft didn't just admit to the error -- there support staff sent me two replacement computers because they thought it was a unique issue.

I started this thread about 18 months ago.

My husband used to work at Microsoft until recently and he researched this issue inside the company as well as he could.  The real problem is that the antenna is placed right behind the top front of the screen.  If the lid is fully closed the antenna is basically inside a metal enclosure and subject to a "Faraday cage" effect, the same reason for losing cell phone signals inside an elevator.  The magnet on the lid may make it even worse.

The engineers that designed it must have not had a clue that users would like to have a nice, uncluttered desk with the Book out of sight.