We just got our fire stick on and it’s not working and we have Internet

Noted
What error message appears when you try to use it?

Got it
Have you tried to restart your TV?

Got you
Let’s try to soft reset your TV. To do this please unplug your TV from the wall and wait 60 seconds. While unplugged, press and hold the power button on the TV for 30 seconds. After the minute is up, plug your TV back in.
Please note, you have to press the buttons on your TV (NOT the remote)

Keep me updated

Ok

Yes please

Have you turned it on using remote?

Ok, have you turned it on using power button on TV?

Ok, please give it some time to turn on

Ok, please turn it off and back on now
Is your firestick plugged in?

What do you see on the screen now?

Follow the on-screen instruction please

Is your firestick plugged in?

Can you please specify both the brand and the model of your TV?

Ok, and what is the exact model code?
What is the code of your TV model?

TV model, you can send me a photo of the sticker on the pack of the TV so I can see it
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.

Yes it is
Thank you
Is there still a black screen on TV?

Pull the plug and with the power disconnected hold the power button on for 60 seconds. After at least 60 seconds plug the tv in and try to start it. If it works great if not, hold the power button in the on position for a count of 20 with the tv plugged in. If there's still no reaction try powering with one of your volume buttons at the same time.
Please keep me updated how it goes

What other devices are connected to your TV?

Ok, please connect the router and Firestick and tell me what you see on the screen there

Noted, please give it a time to complete
Tell me once it'll be done to move on

Thanks

Ok

You have to turn on the Firestick pressing the Home button and tell me how it goes

Keep me updated

Please give it a time to complete without disturbing, do not turn it off please

Thanks

Ok
It will turn the Firestick up

Please go to network settings and send me a photo of the screen there
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.

Please go to network there

And send me the picture again of the screen

Ok, can you please try to stream something now?

Awesome!
Is there anything else I can do for you today?

No problem! Have a good night!