Updated: April 03, 2023
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by Anna Chernetska
Tech Expert & Writer
712 resolved issues
Verified Expert in:
Smartphones, Tablets, Apps, 4G/5G issues

Unable to use tv, no internet connection

I AM ABLE to use the internet on my computer which is in the same room as TV

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!

Customer Replay

Have internet in my apt & my computer is working fine. But TV, while on, says " TV Plus is not available Check your network & try again".

Could you please specify the brand and the model of your TV?

Customer Replay

Samsung "UN40MU6300F"


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Noted! Could you please tell me when and how did the problem occur?

Customer Replay

The condo board had some new provider bring in a new router (which is in another room). We hadn't been here when it was installed, but I believe it's since then that the problem has occurred.

Noted! What troubleshooting have you done so far?

Customer Replay

Not much that I can do except try the remote but going around in a loop.
Oh, one other fact. Next to the TV they also connected a small square black boxthat has a coaxial cable & also a HDMI cable attached to the TV

Got it, thank you!

Customer Replay


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You can try performing the following procedure:

  1. Power off your Samsung TV and unplug it from its power source
  2. Now wait for 5 minutes and then plug the TV back into the power source.
  3. Then power on the TV and check if the TV Plus issue is resolved.
  4. Once it's done, we can also try to reset the network settings on your TV
Customer Replay

Will try. But in reality 5 minutes is unnecessary.

Customer Replay

No. Same issue

Got it. Now please try following these:

  1. Launch the Settings of your Samsung TV and head to its General tab.
  2. Then open Network and select Reset Network
  3. Now confirm to reset the network and wait till the reset process is complete.
  4. Then connect your TV to a network and check if the TV Plus app issue is resolved.
Customer Replay

You might be on to something. Give me a few minutes & take another call :)

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Sure, take your time!

Customer Replay

It's not only "TV+" , it's any of the listed entities such as Netflix, You Tube, etc.They all report the same issue no connectivity.

Noted. Does the same issue occur?

Customer Replay

yes but we're getting somewhere because at least cable tv is now working

Please try following these instructions:

  • Launch the Settings of your Samsung TV and open General.
  • Now select Network and open Expert Settings
  • Then disable the IPv6 protocol and check if the Samsung TV
  • Plus issue is resolved.
Customer Replay

"Wireless network connection failed"

Got it. Try the self-diagnosis feature of the TV. You can see this at Settings > Support > Self Diagnosis.

Customer Replay

I owe you a BIG THANK YOU. It looks like we/YOU did it.

Awesome! I'm glad to hear that it is working now :)
I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

No, but please accept my good wishes & have a good night.

Appreciate it! Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime.

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