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My router has changed which has changed my broadband network and the tv won't pick up the new network
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****!
I see, what TV do you have?
LG
Got you. When it comes to other devices you have, do they recognize and able to connect to the network?
Yes - my laptop and printer and connected to the new network. I cannot get into settings on the tv which is where I need to put in the new network details
Got you, what is the issue you're having when trying to reach settings on the TV?
I am not offered settings in any of the things which are available to me. On the remote I press youview and settigs is not something that is available on any of the options
Got you.
Do you have the SMART button on your remote, *****?
It should look like a house.
No, there is no SMART button on the remote
Ok, can you get to the Home screen and find Apps there?
You can also look for the "Menu" on the Home screen.
Apps shows when I press youview but when I try to go into it it just tells me it can't detect my broadband. I don't have a menu option on my remote. Is there anything I might be able to find on the talktalk box?
*****, please note that you have to look for options such as "Apps" and "Menu" on your Home Screen.
what exactly is my home screen. When I turn the television on it just goes to a progamme. How do I get to what you're calling my home screen?
Could you tell me, maybe you have the "Home" button on the remote? It should look like a House.
There is nothing like that on my remote
Do you have a remote that came with your TV upon purchase?
yes
Ok, one last question before we look something else up, do you maybe see a button that looks like a gear on the remote?
I think I've found settings using that
Awesome!
You should be in the Quick Settings menu now, look for "Network".
Took ages to put the password in but I'm nearly there now. Thank you so much for your help.
Glad to hear that, ***** :) Let me know if you need any further assistance, I'll be happy to help.
I'm still not quite there. I've got the right network showing now and I've put in the password which it's accepted but there's a note at the top of the screen which says connection on on/off. It is now saying it's connected to the new wireless network but the talktalk button isn't picking this up. Do I need to switch everything off on the tv and switch is on again for it to pick this up?
Is this what it looks like, *****?
It's not exactly that but it's similar. When I go to settings on the tv it says it is connected to the wireless network
Make sure this toggle is switched to "on", it should be lit up in green or blue.
It isn't like that but in Connection it now says Wi-fi connection and connected to Internet which is didn't say before. It's just the talktalk thing now - I think I should try switching the talkralk box off and on again to see if it then picks up the new network as the tv has now picked this up
That's right, if it says "connected to the Internet", it should be working properly now. Try to restart the network and let me know if it fixes the issue.
ok, I'm doing that now. It takes a few minutes
Sure :)
no, that hasn't worked
Ok, can you try reconnecting your TV to your Wi-Fi now that you've reset the router, maybe?
In what we've been doing I've switched everything off and switched it all on again. The tv is still saying it's connected to the internet but the talktalk box isn't picking this up
I see. Can you try checking if you can search something up on your TV?
Since other devices are working properly and can connect to the internet, I am pretty sure the issue is with the TV. Please try to unplug your TV and wait a full 60 seconds, then turn it back on.
I can't believe this but I've sorted it. An engineer was here yesterday as I was having so many problems and he had not connected one of the wires to the new router. I've now done this and all is OK now. Thank you so much for your help
Got you, great work, *****!
Is there anything else I can assist you with today?
No, that's all. Thanks again
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