Ok, how frustrating. Not because we haven't fixed it, but what ended up fixing it.
After getting home from town, I called Microsoft support, not too hopeful. After getting redirected and troubleshooting for a bit, "update Windows" and what not, we finally narrowed it down to ports. Then we got disconnected from Microsoft support, and the link they gave us to reconnect didn't work. Figures.
But I had some information to go off of. Network ports! The only thing I hadn't looked into. I've recently developed a habit for watching Linus and other tech YouTubers, and VPNs came to mind. So, of course the first one we downloaded was TunnelBear (thanks Linus! ) but I still wasn't too hopeful. But, what do you know? We connected to my brother's favorite Roblox game server and, it started up! Of course my brother let out the loudest happy outburst I've heard from him in a long time, but I can't help but wonder...
Connections are forming in my head that I can't say are good:
When we contacted Dell support they IMMEDIATELY said it wasn't covered under warranty (the first redflag) and wanted to charge us $250 for a top-up on the warranty that would cover it (the second redflag). They gave us a second option that we could return it and buy it again, this time with the higher tier warranty which would be cheaper since we would be buying it with the laptop instead of after we already bought it. But, we said we'd think about it and asked if we called back, would this refund offer still be valid? And the guy said no, because he was, "burning his company because our satisfaction was his priority". It was apparently against company policy. Then, after he said he would check into it further, he was off for a few minutes. When he came back, he got cut off in the middle of saying something, and the phone call disconnected (the third redflag).
Can you see how that would be suspicious? But that could be explained under normal pretenses right? Well, here's where it gets more suspicious. While we were troubleshooting by ourselves, we noticed a weird program running in the background that didn't go away after restarting and wasn't in the startup program list. It's name was something along the lines of, "Dell Data Vault Data Collection Service". My first thought was the Lenovo Spyware scam I'd heard of a while back, and this was only increasing my suspicion. Today as I said above, we contacted Microsoft support and narrowed it down to ports before being disconnected.
VPNs magically fixed it and it works as smooth as ever. What's the common denominator? Dell. In my mind the only thing that makes sense is Dell. My Asus Zenbook runs the same games smooth as butter. An iPad on the same games run as smooth as butter as they can run on mobile. It all points back to Dell!
Now, I'm not going to accuse them of anything yet, but here's the suspicions forming in my mind:
They could have (like I said, just a suspicion) installed a program to block multiplayer games, gather and sell data (maybe) so people will try to get their support and pay them $250 to turn off the blocking program. Again, I don't have any evidence, but is it possible? It would all make sense, but I don't know how I would even be able to tell if my suspicion is correct.
Of course I abandoned Dell a long time ago for Asus, never looking back. But the rest of my family are still avid Dell customers. But for my family, this was the last straw. They will never buy from Dell ever again.
This post got real long real fast, but if you read all of this, what should be my next course of action? Should we just continue with the VPN as if nothing happened? Or should we take this further up the chain...