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Richard
Richard, Engineer
Category: Electronics
Satisfied Customers: 33891
Experience:  Electronics Engineer
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I have a Samsung LW20M2 television. I recently had superfast

Customer Question

Hi - I have a Samsung LW20M2 television. I recently had superfast wireless broadband installed and after some problems it worked. Now suddenly, when I am using Netflix, the TV suddenly cuts out and restarts and there is no TV signal. It happens al the time and i have to wait until it resets itself before starting the process all over again. Can you help please? James ***********
Submitted: 11 months ago.
Category: Electronics
Expert:  Richard replied 11 months ago.
Hi there James and welcomeIs this only happening with the Netflix app? Or it happens when you are watching normal TV as well?Please let me know.
Customer: replied 11 months ago.
Hi Richard,i happens when watching i player/catchup tv too I think but not when watching normal TV unless I have tried to access an online service which messes the whole thing up.
Expert:  Richard replied 11 months ago.
Thank you Can you please remove the power to the TV (so unplug it from the power socket). Then on the actual TV, hold the power button for 60 seconds then release. Then wait 10 minutes, connect the power again to the TV, turn it on and tell me please if it is now operating correctly. Let me know the results please
Richard, Engineer
Category: Electronics
Satisfied Customers: 33891
Experience: Electronics Engineer
Richard and other Electronics Specialists are ready to help you
Expert:  Richard replied 11 months ago.
Please allow me 5 minutes to call you.
Customer: replied 11 months ago.
Richard - same problem occurred having done what you suggested.
Expert:  Richard replied 11 months ago.
Can you tell me the make and model of your internet modem please?
Customer: replied 11 months ago.
It is a BT branded (British telecom) router.
Customer: replied 11 months ago.
Home Hub 5 type A
Expert:  Richard replied 11 months ago.
ThanksOn the back of it is a reset button.Using a paperclip, hold the button on for 10 seconds then release.Then wait 5 minutes, power off the TV, power it on and tell me how it then functions please.
Customer: replied 11 months ago.
DOne as you said using restart button but same problem..
Customer: replied 11 months ago.
You there Richard? Can you ring again please
Expert:  Richard replied 11 months ago.
Sorry James, but the time you replied I was not onlineLaunch the Netflix app.Using the arrows on your remote, enter the following sequence:Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, UpSelect Deactivate.Then open it again and tell me if it now functions correctly
Customer: replied 11 months ago.
I am at work currently. To be honest I don't know how to launch the Netflix app. Could you ring me after 6.30 UK time please Richard?
Expert:  Richard replied 11 months ago.
launching the App is when you open it, but send me a message when you have time for this please and I can call
Customer: replied 11 months ago.
Will do
Customer: replied 11 months ago.
Ready now R
Expert:  Richard replied 11 months ago.
ok, so open the Netflix appUsing the arrows on your remote, enter the following sequence:Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, UpSelect Deactivate.Then open it again and tell me if it now functions correctly
Customer: replied 11 months ago.
Sorry but this doesn't make sense to me.where does deactivate appear?
Expert:  Richard replied 11 months ago.
when you do the instructions on the remote, so you open netflixThen on your remote pressUp, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up Then select Deactive
Customer: replied 11 months ago.
Tried doing that .where is deactivate? On remote or screen?
Expert:  Richard replied 11 months ago.
On the screen of the TV.
Customer: replied 11 months ago.
Unintelligible?
Expert:  Richard replied 11 months ago.
sorry I don't get your response James, give me 10 minutes and Ill call.
Customer: replied 11 months ago.
Should have read : ininstall
Expert:  Richard replied 11 months ago.
No idea sorry what your saying, can you give me your number James?
Customer: replied 11 months ago.
***********
Expert:  Richard replied 11 months ago.
calling
Customer: replied 11 months ago.
Richard. Still having problems with the TV. I think it is the set itself as I am having problems just watching digital TV channels - it just shuts off and loses reception suddenly.
Expert:  Richard replied 11 months ago.
Thanks, ***** ***** it It is the internal mainboard that has faulted. I am really sorry about this and you are going to have to return the TV to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you. I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know. Thank you

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