There are three main internet issues you might experience: a network connection issue, internet quality, and app-related problems. Each paragraph briefly discusses some solutions.
Click on the link to quick-jump to the paragraph:
- My TV is connected to the network, but I don't have internet
- My TV is connected, but my internet is slow
- My TV is connected to the internet, but I'm experiencing an app issue
Reset the router
First, use your smartphone or computer to check if the Wi-Fi network is working. If other devices also can't connect to the network, the router should be your focal point. The easiest way to troubleshoot a router is to unplug it from the power socket, leave it unplugged for one minute, then plug it back in. This simple process will reset your router. Keep in mind that the restart process might take a couple of minutes.
If this didn't restore your internet network, the problem might be caused by your internet provider. If they're experiencing an outage, your router might have certain indicator lights blinking. If this is the case, you can contact your internet provider and verify if they're experiencing technical issues.
Reset the TV
If your smartphone or computer are successfully connected to the Wi-Fi network, then we have to look at the TV.
Unplug your TV from the power socket, wait for a minute, and reinsert the plug. This process is called a Power cycle, and it's the quickest method to help your TV if it's experiencing any issues. If you have an Android TV, you can hold the power button on the remote control for five seconds to activate a soft reset. Both methods work.
If this reset didn't solve your issue, you might have to try a Factory Data Reset:
- How do I perform a factory reset on Sony's Android TV?
- How to reset your BRAVIA non-Android TV to its original factory settings?
- Check your internet connection with another device.
- All devices affected? Power cycle your router by unplugging or check your internet provider.
- Only the TV is affected? Power cycle your TV by unplugging.
- If the issue persists, try a TV factory data reset.
The most common cause is that your network is slow. The network slows down when overloaded (during peak hours, for example) or if your wireless signal is not strong enough.
First, check the signal strength of your TV by looking at the Wi-Fi network icon in the network settings. A complete icon indicates a strong signal.
A possible workaround is to switch the Wi-Fi signal. Most routers have two signals: a 2.4 GHz and a 5 GHz signal frequency. Often, they're visible as two available Wi-Fi networks (some routers do use the same name for both).
The 2.4 GHz signal has a lower speed but can cross more distance, while the 5 GHz signal is faster but doesn't reach as far as the 2.4 GHz frequency. Depending on your TV and router placement, changing between those two options might improve your situation.
Finally, you can always opt to use an ethernet cable to connect your TV with your router to overcome occasional network performance drops.
- Slow internet is most often related to network congestion (peak hours, many people using the Wi-Fi, downloading, streaming, etc.).
- Try switching between your 2.4 GHz and 5 GHz Wi-Fi network if both are available.
- (Temporarily) use an ethernet cable to connect your router to the TV.
If your network connection is fine and your TV is connected to the internet, but one app (e.g. YouTube or a streaming service) is not working properly, then the app should be your focal point.
First, always make sure you have the latest version of the app installed. Search for the app in the Google Play Store to verify this.
Secondly, the app might be misbehaving because of technical reasons. You can solve this by force stopping the app (Android TV) or unplugging your TV for a minute (Power cycle).
Thirdly, the app might not be working because of an app-specific reason (e.g. servers are down). You can check the website of the app provider to verify if they're experiencing technical difficulties.
- Update the app.
- Force stop the app (Hover over the app tile, press and hold the “OK” button until a pop-up appears. Select info and force stop).
- Power cycle. (unplug the TV)
- Verify if the app provider is experiencing technical difficulties.