12-17-2018 09:06 PM
It reflects poorly on Sharp, that they have manufactured a tv with a problem that may not be fixable/they aren’t addressing, but from my perspective this is showing an even worse problem with Best Buy. Apparently 2 stores administer the warranty policy differently: yours at least is trying to fix it, mine wants $100 for the same service. I suppose I could wrap it in a blanket and try the ship out repair but to do so and then have nothing repaired because it will work fine when they plug it in and test it would be infuriating. I bought my refrigerator from Best Buy... would I have been expected to lug that back in too had something gone bad in the first year? Or pay $100 to use the warranty that was included as part of the purchase.
At this point the unplugging/plugging back in is less hassle (just did it AGAIN). When they make a warranty a hassle to use they save the cost of repairs and loose a customer...and judging by how many views this discussion has gotten there may be a lot of us.
12-18-2018 08:17 AM
It also depends on the time of day you call BB customer service.
I originally called at night - after it had disconnected for the 3rd time and I had a minor fit - I believe the support center I was connected to was outside the US; they told me to drag my 43" TV into BB to have it looked at (and they acted as if they were doing me some huge favor). I thought that ridiculous so I called back the following day, during normal US business hours, and they explained about the co-branding of the model between BB and Sharp and that BB supports the 1-year warranty; once they verified when I bought the TV, they arranged for the on-site tech visit.
The first call (the outsourced agent) was a fight, they did not want to admit that they had to fix the TV and only after several minutes of angry lawyer-speak did I get anywhere with them. The US agent was pleasant and nice and there was no resistance at all.
12-18-2018 09:44 AM
Thank you so much for posting that you had difficulties requesting some additional assistance with your 43” Sharp TV. I’ve been closely monitoring this thread and I’m very sorry to hear that.
Your TV is an exclusive Best Buy model and should be able to be serviced by Geek Squad. Can you please send me a private message with your full name, phone number, and email address? I’d be happy to see how I may be of further assistance to you.
|Mariah|Social Media Specialist | Best Buy® Corporate|
Give Kudos if you like this post or Accept as Solution if it answers your query!
03-07-2019 06:56 PM
These comments are upsetting to me. I have the same model, but the 50". Unfortunately, my TV is no longer under warranty. That said, this is a ridiculous problem to have. I received the TV as a gift in December 2016; however, we didn't get to set it up until around September 2017.
So in one year of use, we started experiencing these disconnecting issues. The fact that this seems to be like a recurring problem makes me believe this may become a legal issue due to product defect.
I would love to know if there are more people having the same problem who haven't thought to come on here.
03-08-2019 03:02 PM
I was facing the same problem. If this problem happens after one hour of watching then I have a solution for you. Your router comes with DHCP service that assigns IP addresses to all connected deviced. The DHCP gives these IP addresses for a specific amount of time and after that the connected device should ask for a renewal of IP address or it will be disconnected. The default lease time in DHCP is 1 hour. Other devices like your smart phone asks for an update of IP and gets, that is why they stay connected. But this TV, well let's say it isn't as sharp. So what happens is after one our of connection the lease expires and you are disconnected so you have to restart your tv to get another connection and lease another IP.
To get rid of this problem: take your laptop and type the IP: 192.168.0.1 in your browser, then login to your router. Over there you can see all the connected devices. Find your tv. "Mine's name is Living Room". You will see whether it is DHCP or Reserved IP. Click on your TV connection and edit. Change the DHCP to reserved IP. Set your IP and save.
What you did here? You gave a permanent IP to your TV. Your tv will always get the same IP when it connects to your Wifi connection and never aks for an update. This way, your connection is more stable. Now there is a chance you might get disconnected because of low signal or other problems but so will other devices connected to your network. So that is another problem.
03-08-2019 03:08 PM
Sorry for the typos! I hope you understood it.
03-08-2019 03:40 PM
Thank you NaeemElham! Your instructions are excellent. I went into my router’s system and while I could see DHCP is on, it doesn’t allow me (or I just didn’t see where it would allow) to change the settings.
Just to update on my tv, the repair man came out and of course it was fine so he did a factory reset and encouraged me to call back if that didn’t work (since I only had something like 4 days left of the warranty). The factory reset did help - it still disconnects sometimes but it has never been every hour... and now it seems to be 1-2 a week. Granted there are days on end I don’t watch this tv though, and virtually every time I do turn it on it has been disconnected and only finds the connection when I first turn it on.
The long and short of it is I’m now out of warranty (and time lost at work meeting repairmen is a problem anyway). if it gets steadily worse, I’ll try another factory reset, but for now I’ll live with it, hope there is some firmware update to solve the problem, and buy a higher quality tv next time.
03-08-2019 04:00 PM
Different routers migh have different setup procedures but the concept is just the same. Here is a video that explains how to reserve an IP address for a specific device "https://www.youtube.com/watch?v=2pS0Pz0EcLA".
In my router it si like this: connected devices, edit or there is another option of "Add Device with reserved IP". Just find out what the TVs Mac Address is and from the pool assign one permanent IP to it. If your router has default settings any IP between "192.168.0.2" to "192.168.0.254" should work.
03-11-2019 01:52 PM
Thank you for this. I will try this and see if it helps.
To be clear, none of my other devices disconnect while in the same room - it's only this TV.