Article ID : 00093142 / Last Modified : 07/17/2020

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 would indicate that it's not a TV issue and that the likely cause is by other factors, including a slow or weak internet connection, modem/router problems, streaming service performance, or ISP (internet service provider) issues. Use the following information to help resolve this issue.

    Wi-Fi® 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. 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.

      • The internet connection may not meet the requirements for certain apps and streaming services.

    2. Check the internet connection performance using another device (computer, tablet, smartphone, game console).
      • If your other devices also experience internet performance issues, contact your internet service provider for additional support.

      • If using multiple devices are beings used on the network, disconnect the other devices and try again.