How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Steven Your Own Question

Steven
Steven, Technician
Category: TV
Satisfied Customers: 1270
Experience:  Licensed TV repair technician in the US with over 30 experience in the US.
59014109
Type Your TV Question Here...
Steven is online now

I have a Samsung UHDTV which I bought last December (2015).

Customer Question

I have a Samsung UHDTV which I bought last December (2015). The Smart hub apps have stopped working and I attempted to reset the apps. I get past the stage where it says the TV is connected to my WIFI and the internet but when it attempts to download the "Policy, Terms and Conditions" it says the internet connection is unstable and won't complete the Smart Hub setup.
My internet is "unlimited Fibre Extra" from PlusNet and speedtests typically show Download - 30 Mbps and Upload - 17 Mbps.
All other devices connected to my WIFI seem to work OK - 2 phones, Ipad, Now TV, Laptop & WIFI printer.
Can you advise please
Submitted: 6 months ago.
Category: TV
Expert:  Quiksilver07070 replied 6 months ago.

Hello Bob, and thank you for choosing JUSTANSWER.com

.

Can you give me the Make and Model number please

I need to pull the Tech Documents.

Customer: replied 6 months ago.
Its a Samsung UHD TV. Model no - UE40JU6400KXXU
Expert:  Quiksilver07070 replied 6 months ago.

Thank you for that, but first i didnt see your model number, in the list, so maybe you mistyped it, or wrote it down wrong, or had a hard time seeing it on the TV?

But the closest model i found was UN40JU6400FXZA, and thats the tech documents i pulled up.

.

I also did not find any Troubleshooting steps to take about the issue you are facing.

.

My suggestion, is to keep trying to download the Policy Terms and conditions, as this does NOT sound like a TV issue, but rather a WiFi issue.

.

Could be interferance from other devices.....it could be that objects in the home have been rearranged, creating a different RF propogation than before.

.

Was the WiFi Gateway moved at all recently? What about the antennas on the WiFi...were they turned or moved?

.

Has the TV been relocated to a different spot in the house?

.

Did you add or change position of any appliances or furniture?

.

I see you did a reset on the WiFi, so i wont ask you to do it again......but maybe instead, log into the WiFi and Create another SSID, and password.

Then try to connect to the New SSID, and see if that helps.

Let me know.

Customer: replied 6 months ago.
Thanks but I didn't write the model no. wrongly - that's what is on the back of the TV.I don't think we're getting anywhere here so can you please arrange a refund of my £27 - Samsung have obviously messed up with a recent software update.
Expert:  Quiksilver07070 replied 6 months ago.

Im confident we WILL be able to determine the issue, but these types of issues can take some time, and we just need to keep plugging away at it.

.

I can do the tasks FOR YOU, that i had asked you to do.....would that help?

Customer: replied 6 months ago.
OK, I've got time tomorrow morning and can focus on working through suggestions.Just to clarify that nothing has changed in the house - the router has not been touched and there have been no furniture changes. The router is only about 5m from the TV and the wifi internet connection is unchanged and works well on all my other devices.I'm reluctant to start changing anything on my PlusNet router. I'm sure the issue is to do with a software update on the TV. Problem lies with Samsung - if you're confident about solving the problem can you get more details from them?I'll be in touch tomorrow - thanks
Expert:  Quiksilver07070 replied 6 months ago.

Wait, your router is that close to your TV.....and you use the WiFi?

You shoudl just make life easy and throw in an ethernet cable to the TV.....no more hassles...no more dropped connections....no more interference, no more NETWORK RELATED PROBLEMS...Just Sayin!

Customer: replied 6 months ago.
Thanks but don't want to continue

What Customers are Saying:

 
 
 
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP
  • I couldn't be more satisfied! This is the site I will always come to when I need a second opinion. Justin
  • Just let me say that this encounter has been entirely professional and most helpful. I liked that I could ask additional questions and get answered in a very short turn around. Esther
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C.
 
 
 

Meet The Experts:

 
 
 
  • Steven

    Steven

    Technician

    Satisfied Customers:

    1270
    Licensed TV repair technician in the US with over 30 experience in the US.
< Last | Next >
  • http://ww2.justanswer.com/uploads/ST/steven.benoit/2011-4-1_194735_untitled1.64x64.jpg Steven's Avatar

    Steven

    Technician

    Satisfied Customers:

    1270
    Licensed TV repair technician in the US with over 30 experience in the US.
  • http://ww2.justanswer.com/uploads/europro/2009-7-31_232635_DSC02497.JPG euro-pro llc's Avatar

    euro-pro llc

    Technician

    Satisfied Customers:

    1069
    20 years in TV repair,certified by all major brands- Sony,Samsung, LG,Toshiba, Panasonic, RCA,
  • http://ww2.justanswer.com/uploads/mistersony/2010-12-13_235638_conrad2.jpg Conrad's Avatar

    Conrad

    Technician

    Satisfied Customers:

    942
    Training on many types of consumer electronics, training on Sony Samsung and JVC
  • http://ww2.justanswer.com/uploads/AL/alr3d/2012-5-3_143712_14.64x64.jpg alr3d's Avatar

    alr3d

    Technician

    Satisfied Customers:

    764
    tv repair
  • http://ww2.justanswer.com/uploads/PlasmaLCDPro/2009-09-01_011602_techavatar.JPG Flatpanel Guru's Avatar

    Flatpanel Guru

    Lead Technician HD

    Satisfied Customers:

    692
    Factory Trained and Certified on PLASMA, HDTV, LCD, and Bose. Authorized Servicer, 15yrs Exp.
  • http://ww2.justanswer.com/uploads/frep420/2009-06-13_215917_j.jpg Jeff the TV Guy's Avatar

    Jeff the TV Guy

    Technician

    Satisfied Customers:

    691
    10 years expeience in consumer electronics. 3 years experience in DLP, Plasma, and LCD repair.
  • http://ww2.justanswer.com/uploads/callallen/2009-10-26_013927_100_2875.jpg Allen's Avatar

    Allen

    Technician

    Satisfied Customers:

    534
    37 years tv service with Panasonic, Hitachi ,RCA