Created: November 23, 2022

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
Last Edit: November 23, 2022
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Nice to meet you, *****!
Customer Reply
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".
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Could you please specify the brand and the model of your TV?
Customer Reply
Samsung "UN40MU6300F"
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Noted! Could you please tell me when and how did the problem occur?
Customer Reply
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.
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Noted! What troubleshooting have you done so far?
Customer Reply
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
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Got it, thank you!
Customer Reply
UW
Anna Chernetska
Anna Chernetska Tech Expert & Writer
😊
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.
Once it's done, we can also try to reset the network settings on your TV
Customer Reply
Will try. But in reality 5 minutes is unnecessary.
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Sure :)
Customer Reply
No. Same issue
Anna Chernetska
Anna Chernetska Tech Expert & Writer
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 Reply
You might be on to something. Give me a few minutes & take another call :)
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Sure, take your time!
Customer Reply
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.
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Noted. Does the same issue occur?
Customer Reply
yes but we're getting somewhere because at least cable tv is now working
Anna Chernetska
Anna Chernetska Tech Expert & Writer
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 Reply
"Wireless network connection failed"
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Got it. Try the self-diagnosis feature of the TV. You can see this at Settings > Support > Self Diagnosis.
Customer Reply
I owe you a BIG THANK YOU. It looks like we/YOU did it.
Anna Chernetska
Anna Chernetska Tech Expert & Writer
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 Reply
No, but please accept my good wishes & have a good night.
Anna Chernetska
Anna Chernetska Tech Expert & Writer
Appreciate it! Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime.