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My tv will not connect to the internet
Hello, thank you for using our service, my name is Christine I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****
Do you see any errors when you try to connect?
no errors
Ok. Could you tell me the brand and the model of your TV?
Hisense Roku tv
Please, follow the instructions below:
- Press Home on your remote
- Scroll and select Settings
- Select Network
- Select Set up a connection
- Choose Wireless
- Select your network from the list of available networks. If you do not see your network, select Scan again to see all networks.
- Enter your network password. To see the password as you type, choose Show password.
- Select Connect
Please, let me know if any of the steps are not quite clear, I'll be happy to clarify them for you!
That didn’t work
On which step have you stopped?
I have completed all the steps
Ok. What do you see on the screen now?
it just says cannot connect and to get ahold of you
Could you tell me the exact text you see there?
unable to connect to wireless network. Verify you selected correct network. For more help contact hisence-usa.com/support
Are you sure you enter the right password?
yes, I am sure
Ok. Please, try to reboot your Wi-Fi router: 1. Unplug it from the wall 2. Wait at least 60 seconds 3. Plug it back in
Still not working
Is it possible to move your router to the TV?
it is less than 5 feet from the tv
Ok, good
Could you, please, try to restart your Roku device?
- Press the Home button on Roku remote on your Roku remote
- Scroll and select Settings
- Select System
- Select Power. If you do not see a Power submenu, skip to the next step.
- Select System restart
That worked. Thank you
Perfect! Is there anything else I can do for you today?
No. Thank you
Thank you for reaching out. Please let me know if you have any other questions, and I'll be happy to clarify them for you!
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