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3 Messages

Thu, Oct 22, 2020 1:09 PM

Samsung TV will not keep Wifi connected for more than a day

Have a 2016 Samsung smart tv. Upgraded to att Fiber 100 about 6 weeks ago. ATT gave me a new router. Have uverse TV boxes that work just fine. Can not pin it down to an exact date that this started, sometime in the last 3-4 months. TV will not connect and/or stay connected to wifi automatically, Have powered down TV and router many times, manually changed setting on TV multiple times, eventually get connected, but then lasts maybe a day. TV will not remember the wifi password. Have gone through Costco (where I bought it) customer support, and they ran me through all the steps I already have done, then got switched to extended warranty company, went through same steps again, then was transferred to Samsung support, and repeated all the usual steps. No answers. Got connected yesterday AM, today upon turning tv on- no connection. Samsung ended the session by saying nothing wrong with wireless card since it sees my network. Said contact my isp provider- said something going on there. Any suggestions?

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ATTHelp

Community Support

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140.6K Messages

a month ago

Let's see what we can get figured out with your TV connection issue @mfd1101.

  • I know you listed that your Uverse boxes work just fine. In the room with the TV do any other wireless devices drop the internet? You can use our Smart Home Manager app to scan that room for wireless signal strength issues, wireless channel issues, or other causes.
  • When this issue started around 3 - 4 months ago were there any changes made to your home network that could be contributing to interference? Anyone working from home that wasn't before or using a VPN, any new devices connected, just for examples of things to think about?
  • Anything change around the modem itself that could be contributing to signal integrity? The modem environment can cause issues with connections.
  • Did Samsung or any of the other support have you check to see if your TV is running on the most recent software for the TV? Using your TV remote navigate to Settings > Support > Select Software Update > Then Update now if you have that as an option when it is connected to the internet.

Let us know if these thoughts don't help resolve and we will continue working with you towards a resolution @mfd1101.

 

Bryan, AT&T Community Specialist

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New Member

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3 Messages

a month ago

No issues with other devices dropping the wifi, have used the Smart Home Manager to verify signal strength, and no issues. Installed an extender nearby TV at the advice of ATT tech when the wifi upgrade was done.

I believe the wife is using a work vpn occasionally, but not regularly, her work setup is about 15 feet from the TV, she has no connectivity issues, but was having them intermittently, that's why we upgraded our wifi.

Modem has been in the same place as other modems have been for years.

Yes, all TV software is up to date, last update was 3/2020.

Thank you for any help

Brand User
ATTHelp

Community Support

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140.6K Messages

a month ago

Thanks for getting back to us @mfd1101

  • Is the extender close enough to your TV to where you can try connecting an ethernet cable to your TV to rule out wireless issues? Or just as a temporary test move the extender close enough to connect and try?
  • Is it usually overnight that it will disconnect or does it happen in the middle of the day sometimes?
  • With your TV what devices are around the TV? Have you tried moving things around to provide more free space around the TV?

Try giving this a test and we will continue working with you if you can test the extender resolution @mfd1101

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New Member

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3 Messages

a month ago

Was able to move the extender close enough to connect a short ethernet cable, and t was able to connect a successful wired internet connection on the 3rd attempt. I also tried a wireless connection that failed. When I can get it to connect it usually will work fine for 12-15 ish hours, sometimes even 2 or 3 days, then we turn off the TV for the night, and in the morning it does not connect when I turn the TV on and never remembers my password. It also disconnected late one night recently when I fell asleep while watching Netflix, and when I awoke a couple of hours later the wireless connection was broken.

There are no other devices anywhere near the TV other than the Uverse box.

New Member

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2 Messages

a month ago

I basically have the same issue ... Samsung TV will not reconnect when TV gets turned off or goes to sleep ... always reconnects when I unplug TV and plug it back in.

If you can/don't mind ... what modem/router do you have ?

Also if you can ... what are the IPv6 Valid and Preferred Lifetimes associated with the addresses for the TV ? (access router, view details in Devise List, and find your TV)  When the TV is connected I usually have 4 IPv6 addresses ... 3 have both Lifetimes as 3600s (1hour) and the last as forever.

Just looking for another data point on my quest to get Samsung TV to work consistently. :)

Thanks.

New Member

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3 Messages

a month ago

Try connecting your TV to the Internet using a cable.

Brand User
ATTHelp

Community Support

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140.6K Messages

a month ago

We're here to help @gerbode.

 

Yes, we would suggest hard-wiring to your TV to keep a connecting. Its seems to only happen when connected to WiFi. We also recommend reaching out to manufacture in this case. Please let us know if that answers your question.

 

Charles, AT&T Community Specialist

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