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Original poster

Very boring broadband question, help!

18 replies

teaandtoast23 · 07/09/2023 08:48

Anyone who is clued up in this area...help me please!

Having issues with our broadband. It's odd because our phones are connected to the Wi-Fi but our two smart TVs won't connect and nor will one of our laptops. Our internet provider is running tests as we speak but I have a feeling they will come back saying it's ok because the Wi-Fi is clearly working for our phones to be connected.

Does anyone know what might be causing this? I am half way through a series and hate not having Netflix.

OP posts:
TheAOEAztec · 07/09/2023 08:57

I connected tv to router via cable. Always do because it's more stable.
Can't help with the laptop

sarsaparillatree · 07/09/2023 09:01

I assume you have rebooted the router?

Original poster
teaandtoast23 · 07/09/2023 09:15

Rebooted the router several times and as predicted the provider can't find any faults on the line. It's so strange. If it were just on tv I'd assume a fault with the tv but it's both of them at the same time plus a laptop too. But no other devices? So annoying.

OP posts:
user1469032438 · 07/09/2023 09:19

You could try disconnecting everything from the router then rebooting the router and then reconnecting everything (I know that's a pain)

You could also try connecting the laptop (or a TV but laptop is easier imo) to the router via cable, checking the Internet works on it when on a cable then, if it does, trying the WiFi again.

user1469032438 · 07/09/2023 09:20

By rebooting the router I mean turn it off and then turn it off at the wall too for about 30 seconds before rebooting

andymary · 07/09/2023 09:38

Are you 100% sure that your phones are definitely using WiFi? They may be connected to the router and show the WiFi icon, even if the connection is broken. Then they could just be falling back to using your 4G/5G data.

Otherwise, what kind of router do you have? Some newer routers now have two WiFi outputs, a 2G version and a 5G version. Both should have their own username and password to connect to.
So if this is the case, then your TV's may not be 5G compatible and you're trying to use the 5G service from your router, when you need to be using the 2G.
Both may not be turned on by default, so you may need to login to your router's settings. It should tell you how the and admin login/password on the back of your router.

Original poster
teaandtoast23 · 07/09/2023 09:39

Yeah we've done the whole turn off the router and at the wall and leave it for a few minutes. Neither TV is having it at all.

The router is in an odd place (in the hallway as that's where the phone point is) so we can't really put the tv in there to plug it in. Such a pain. We've got an engineer coming but not until next week and I'm 99% sure they will say it's not the connection. Just so bizarre.

OP posts:
HappiestSleeping · 07/09/2023 09:42

To check that your WiFi is really working, put your phone in airplane mode and then turn the WiFi on (thus ensuring you aren't using the mobile network).

Have you turned the TV off at the wall, left it for a couple of minutes and then restarted it? Just putting it in standby won't be sufficient to reboot it. Also, try resetting it to manufacturer settings and reloading your apps.

Original poster
teaandtoast23 · 07/09/2023 09:42

andymary · 07/09/2023 09:38

Are you 100% sure that your phones are definitely using WiFi? They may be connected to the router and show the WiFi icon, even if the connection is broken. Then they could just be falling back to using your 4G/5G data.

Otherwise, what kind of router do you have? Some newer routers now have two WiFi outputs, a 2G version and a 5G version. Both should have their own username and password to connect to.
So if this is the case, then your TV's may not be 5G compatible and you're trying to use the 5G service from your router, when you need to be using the 2G.
Both may not be turned on by default, so you may need to login to your router's settings. It should tell you how the and admin login/password on the back of your router.

Phones are definitely connected to our wifi, I've checked.

This isn't a new router by the way, it's the same one we've been using for the past year. I did think my toddler had done something to the tv, dislodged something or whatever. But for the other one to stop working too...just doesn't explain it. I know it's a massive first world problem but I genuinely look forward to sitting down with Netflix at the end of the day and it's just not possible now.

OP posts:
Original poster
teaandtoast23 · 07/09/2023 09:43

HappiestSleeping · 07/09/2023 09:42

To check that your WiFi is really working, put your phone in airplane mode and then turn the WiFi on (thus ensuring you aren't using the mobile network).

Have you turned the TV off at the wall, left it for a couple of minutes and then restarted it? Just putting it in standby won't be sufficient to reboot it. Also, try resetting it to manufacturer settings and reloading your apps.

This is a good idea we haven't tried rebooting the TV to factory settings. The issue has to be with the tv if the other stuff is working. And BT have confirmed no faults on the line anyway.

OP posts:
dankfarrik · 07/09/2023 09:50

Split the 2.4GHz and 5GHz bands up on your router (name them different things) try connecting everything again using one or both bands.

Mabelface · 07/09/2023 10:12

You could use power line adapters so you can hard wire your TVs. Essentially, one is connected to the router by Ethernet cable, plugged into the mains. Its partner gets plugged in by the TVs, then connected via ethernet cable. They use the electricity cables to transmitter the signal. TP link are decent.

helpfulperson · 07/09/2023 10:20

Have you tried disconnecting everything and then adding only your TV?

I had something weird a few years ago where everything was fine until I added a particular laptop then nothing would connect. I problem solved it using Google and never really understood the solution but it involved changing the DNS (and I've no idea what that even is!)

dankfarrik · 07/09/2023 15:47

Oh that's a point. Have any of the devices got a static IP set up? If any are set to the same address it goes horribly wrong. This mostly happens to me with android devices and 192.168.0.128 addresses, but it usually my own fault!

Dbank · 07/09/2023 16:24

The common factor here appears to be the router.
As I believe you have two TVs and a laptop that previously connected but don't anymore and "nothing has change" that you're aware of.

I would recommend:

  1. Check you know the default credentials for the Wifi (usally on a sticker of card on the base of the router, and probably what you're currently using)
  2. Perform a hard reset of the router, by pressing the reset button in (paperclip) for 10 seconds, you should see its lights go off / flash / or go all disco.
  3. Wait for Router to restart. (could take 10 minutes)
  4. Attempt to connect your devices to the Wifi (which will be as per step 1)

Please update this post if this resolves the issue, or not as there are several other things you could try, but this is a simple starting point.

Dbank · 09/09/2023 20:57

teaandtoast23 did you resolve your issue, Please let us know ...

Original poster
teaandtoast23 · 09/09/2023 21:38

We turned the tv off at the wall for a good few minutes and boom, it worked again. For now. I feel like there is an underlying issue. I haven't tried the second tv as we don't really watch Netflix or any internet based things on that one. But the main one is back on again now so I've been able to finish my series.

OP posts:
Dbank · 10/09/2023 07:46

Thanks for the update, glad it's resolved.

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