Article ID : 00093142 / Last Modified : 05/11/2020

My TV won't connect to the internet even though all connection diagnosis results display OK

    Your experiencing internet connection issues with your TV even though the network diagnosis results all show OK. This may be caused by many factors including, a slow or weak internet connection, modem/router problems, streaming service performance, and many others. Use the following information to help resolve this issue.

    Signal strength and interference

    When using Wi-Fi®, the distance of the router to your device is another factor to consider. To maximize your viewing experience when streaming video or listening from an audio app, make sure that the router is placed near your device. They shouldn't be more than 25 feet away from each other. If possible, install both devices in a location without walls in between them. Other wireless devices such Bluetooth® speakers, wireless phones, microwave ovens, and devices sending radio frequency may also cause poor signal strength.

    For additional information and suggestions, review the tips to maximize network and internet performance in your home.

    Power reset your modem/router

    Internet connection issues are often resolved after performing a power reset. If you have a separate modem and router, power reset both devices.

    1. Unplug the power cable to your modem/router and wait about 60 seconds.
    2. Reconnect the power cable to your modem/router and make sure it's turned on.
    3. Wait until the device is finished making it's connection to the internet and your network.
    4. Perform the network diagnosis.

    Additional troubleshooting

    If you continue to experience internet issue after performing a power reset of your modem/router, use these additional steps to help resolve your issue.

    1. When using a secured network, make sure the password entered on the device is correct.

    2. Determine if the internet connection issue occurs with more than one app or streaming service.

      • The streaming service may be experiencing network issues. If the issue is related a particular app or service, try the service again at a later time, or contact that service to see if they are experiencing issues.

    3. Check if the internet connection is active using another device (computer, tablet, smartphone, game console).
      • If your other devices also fail to connect to the internet using your network, contact your internet service provider for additional support.

    4. Perform a power reset of your TV.
    5. Perform the network diagnosis again.