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Louie
Louie, Technician
Category: TV
Satisfied Customers: 2557
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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I just had my internet server upgraded. Now I cannot get

Customer Question

I just had my internet server upgraded. Now I cannot get netflix.
Submitted: 4 months ago.
Category: TV
Expert:  Jason Jones replied 4 months ago.

Hello,
I am the person that will be helping you today.

How is the TV connected to the router? (with a network cable or wireless)

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 4 months ago.
wireless.
Expert:  Jason Jones replied 4 months ago.

Were you able to connect the TV to the wireless signal at all?

Customer: replied 4 months ago.
We use the wifi for netflix only. The regular channels are on satellite.
Expert:  Jason Jones replied 4 months ago.

Okay. Is the tv connected to the wireless signal?

Customer: replied 4 months ago.
Apparently not.
Expert:  Jason Jones replied 4 months ago.

In that case, you will need to reconnect the TV to the wireless signal. Do you know what the new wireless network name and password *****?

Customer: replied 4 months ago.
Century link. Key/Passphrase: b3c7d4ca37b3f7
Expert:  Jason Jones replied 4 months ago.

Thank you. On the TV, press the Menu/Settings button, choose Network > Wireless Setup. From there, you will need to reconnect to the wireless signal and enter that password. Please, do that and then verify that Netflix is working.

Please, update me once that is complete.

Customer: replied 4 months ago.
there is no network>wireless option under menu>settings
Expert:  Jason Jones replied 4 months ago.

Which items are available?

Customer: replied 4 months ago.
OSD language Time out Demo mode
Expert:  Jason Jones replied 4 months ago.

There are only three options in the settings menu?

Customer: replied 4 months ago.
correct.
Expert:  Jason Jones replied 4 months ago.

I am looking at the TV's manual right now.

- Press the Settings Menu

- In the left pane, choose Network

- Choose Wireless Setting

- Choose Scan

- Choose your signal

- Enter your password ***** connect.

Please, update me once that is complete.

Customer: replied 4 months ago.
I'm sorry, I see nothing that you describe.
Expert:  Jason Jones replied 4 months ago.

Do you see how there are different pages on the Settings menu? In the left side, there are icons. You need to scroll down to the Network icon.

Customer: replied 4 months ago.
We are now getting netflix. But only by running it through both the new and old routers. (plugging the line from the old router into #4 output position on the new router.?
Expert:  Jason Jones replied 4 months ago.

Okay, will that work for you?

Customer: replied 4 months ago.
The new system is an upgrade (12) . The old one is 1.5 speed. Am I getting any advantage from the faster service?
Expert:  Jason Jones replied 4 months ago.

Do you ever experience problems with viewing Netflix using the 'slower' speed?

Customer: replied 4 months ago.
It is slow loading before starting, and stops to load frequently through out the movie.
Expert:  Jason Jones replied 4 months ago.

Thank you for the update. May I start a secure remote assistance session with you so that I can better help you resolve this problem? When the remote session begins, a chat window will appear that we can use to communicate with each other.

Customer: replied 4 months ago.
I am not able to do that today. Is there a way for us to re-connect tomorrow, or another day?
Expert:  Jason Jones replied 4 months ago.

Yes, we can certainly do that tomorrow or any other day that you wish. Please, come back to this page and let me know when you are ready to continue.

Thank you,

Jason

Customer: replied 4 months ago.
Will do. Thanks, Jason. Allan
Expert:  Jason Jones replied 4 months ago.

Thank you, Allan.

- Jason