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Jason Jones
Jason Jones, Network Technician
Category: Networking
Satisfied Customers: 14398
Experience:  Years of experience and education.
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Will not connect to the interenet

Customer Question

will not connect to the interenet
Submitted: 1 year ago.
Category: Networking
Expert:  Jason Jones replied 1 year ago.

Hello,

I am the person that will be helping you today.

May I ask if you are using a wireless connection or a network cable to connect the computer to the router?

I will be standing by.

Thank you,
Jason

Customer: replied 1 year ago.
Wireless
Expert:  Jason Jones replied 1 year ago.

Thank you for the update.

May I start a remote screen sharing session with you so that I can better help you resolve this problem?

When the remote begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 1 year ago.
the $28 was a come on?
Customer: replied 1 year ago.
How are you going to remote access my tv?
Expert:  Jason Jones replied 1 year ago.

The extra charge is for the remote session, but we don't have to use that route. The reason behind the extra charge is because it takes more of my time to do the remote. I can remote into your computer, that will allow me access to the Network, which will allow me to help you connect the TV.

Customer: replied 1 year ago.
just tell me what to do
Expert:  Jason Jones replied 1 year ago.

Okay, sure thing. What is the problem? When you attempt to connect wirelessly, what happens?

Customer: replied 1 year ago.
Nothing Netflix tells me the tv is not connected to the net
Expert:  Jason Jones replied 1 year ago.

Okay. That means you are not connected wirelessly. On the TV, go to Menu > Settings > Network > Wifi/Wireless Setup. Then connect to your network. Are you able to do that?

Customer: replied 1 year ago.
Tried that
Expert:  Jason Jones replied 1 year ago.

Okay. What happens when you do that?

Customer: replied 1 year ago.
Nothing
Expert:  Jason Jones replied 1 year ago.

Please, help me understand. I am not there with you and I don't see the screen when you try this. When you attempt to connect to the signal, what happens? Are you given a message, an error, anything?

Customer: replied 1 year ago.
Says it's connected
Expert:  Jason Jones replied 1 year ago.

It sounds like your DNS cache may be faulting. Unplug the power to your modem & router, wait 10 seconds and plug them both back in. After that is complete, turn your TV off all the way, turn it back on, and test it once more. Is there any change?

Customer: replied 1 year ago.
My apple router works fine the router is built in
Expert:  Jason Jones replied 1 year ago.

Okay. Please, follow my instructions and get back to me.

Customer: replied 1 year ago.
What instructions how do I reach you
Expert:  Jason Jones replied 1 year ago.

Here are the instructions:
Unplug the power to your modem & router, wait 10 seconds and plug them both back in. After that is complete, turn your TV off all the way, turn it back on, and test it once more. Is there any change?

You can reach me on this page.

Customer: replied 1 year ago.
Account # ***** and Order ID# ***** ineffective
Expert:  Jason Jones replied 1 year ago.

Is that a message of some sort?

Customer: replied 1 year ago.
I followed your instructions tv still will not connect
Expert:  Jason Jones replied 1 year ago.

You reconnected to the wireless signal? What is your IP address on the TV? It will be listed on the network page.

Customer: replied 1 year ago.
Looking
Expert:  Jason Jones replied 1 year ago.

Thank you

Customer: replied 1 year ago.
Connected
Expert:  Jason Jones replied 1 year ago.

Great. Is it working now?

Customer: replied 1 year ago.
far we will see if it lasts
Expert:  Jason Jones replied 1 year ago.

Great, I am glad to hear that. Please, do not forget to rate my help on the top of this page.

You are super welcome.

Thank you for your time, the chance to work with you, and for the update.

I am a member of all computer, networking, and cell phone categories. If you ever need anything else, please let me know.

I'm online most hours of the day and only a brief time away.

-Jason

Expert:  Jason Jones replied 1 year ago.

Is there anything else I can help with today? If not, please do not forget to rate my help on the top of this page because that is the only way I am given credit from the website for my time. Rating me doesn't cost anything extra.