Troubleshooting Samsung TV connections to WIFI

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warfinge

warfinge

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May 15, 2015
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I am a support tech. After a few months at my job, I find a recurring problem with Samsung and Vizio televisions where they frequently are unable to connect to WIFI or are able to connect to WIFI but unable to connect to internet over a stable WIFI connection. These calls usually take between 30 minutes to an hour to troubleshoot and often go unresolved as I run out of time and refer to OEM. After researching in many forums nobody seems to have a good handle on this issue. Samsung support refers to ISP so a support loop is created. I would love to be able to deal with this problem when it crosses my queue at least 3 times per week. What are the known solutions for this very frequent problem?
 
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RealBeast
Sadly, this is a very simple issue that most users are just not competent to handle. I had to run the auto setting on wireless twice to get my latest Samsung TV (which I consider to be an excellent product), it's just the nature of the beast.

I find that few users actually sit down and read the manual -- I know, what a shock. And a very high percentage don't even know their own security passkey, yeah another surprise.

Also, a vast majority of posters with problems are pretty much clueless when it comes to looking at their router configuration pages, much less optimizing them or making any manual changes.

It really is simple if you can get the user to look at the TV manual and access his/her router.

If they simply follow the TV...
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RealBeast

RealBeast

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Sep 13, 2010
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Sadly, this is a very simple issue that most users are just not competent to handle. I had to run the auto setting on wireless twice to get my latest Samsung TV (which I consider to be an excellent product), it's just the nature of the beast.

I find that few users actually sit down and read the manual -- I know, what a shock. And a very high percentage don't even know their own security passkey, yeah another surprise.

Also, a vast majority of posters with problems are pretty much clueless when it comes to looking at their router configuration pages, much less optimizing them or making any manual changes.

It really is simple if you can get the user to look at the TV manual and access his/her router.

If they simply follow the TV manual directions, know their network gateway address and security passphrase and can go through the process more than once correctly they will connect if their signal is adequate.

Wireless users actually think that their routers can reach to amazing distances. :lol: One good suggestion may to be have them check the signal strength at the TV location with the free version of inSSIDer from HERE, it is also quite good at detecting interference signals. Users must be made to appreciate that the ability to see a wireless signal is not the same as having a signal that can support streaming video. The idea of adding a WAP nearby with either Ethernet or good powerline adapters (and by good I mean AV2 with MIMO that are rated at 1200Mbps, and actually do around 200Mbps) would solve most poor connection issues.

From an online support perspective, I think that having them get their router and TV manuals in front of them is a good start, them perhaps they can read them and apply a little common sense with your gentle persuasion.
 
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