02-22-2020 01:44 PM
02-22-2020 02:44 PM
Thanks for sharing that with me! While I'm happy to hear that there has been some improvement, I can understand how it would still be discouraging that it's not fully resolved.
If this TV was purchased within the past year, it might be worth seeing if Sony can repair the TV under the one-year manufacture warranty. If you'd like to explore that option, they can be reached by calling (866) 766-9272.
02-22-2020 04:06 PM
I also have the issue with the TV freezing, and have to do a hard reset to recover. The TV also momentarily freezes during a program, for less than a second, and then resumes. This is NOT an internet isssue, a it also happens with broadcast stations. Ready to ask BB for a another TV brand.
02-22-2020 04:53 PM
Welcome to our Best Buy community forum community! While I wish you were reaching out to us under happier circumstances, I'm glad you took the time to share this with me.
I know when I'm enjoying a show, the last thing I want to deal with is a screen freezing, so I can understand why you'd want that sorted out as soon as possible!
Have you tried reaching out to the manufacture? If this TV was purchased in the last year, it should still be covered under their one-year warranty. Or, if you purchased a Geek Squad Protection (GSP) on this device, you can schedule an in store appointment to have the TV worked on under the warranty if it's 42" or under. If it's covered by GSP but over 42", you would need to call (800)433-5778 or (800) GEEK-SQUAD to schedule for someone to come out and take a look at what's going on with the TV.
02-22-2020 05:01 PM
Elle, Thank you for your response and concern.
I have tried everything including begging Sony to send a repair person to resolve this freezing problem.
I was told I was talking to the HIGHEST level of support from Sony. This is after three different calls and 220 documented minutes on the phone. They took over control of the 950g and went through all of the settings, force stop, clear cache, hard restart and downloaded a app called Analiti and said yeah you have good speed but the problem is your signal drops.
So, Sony said call your internet provider which I did and they came out and said my signal and speed were excellent there are NO problems with the internet, the problem is your SONY.
The reason I know so, is because the Sony 950g is hardwired to the router and I have an older LG w/firestick running on wifi and I NEVER have had a single problem with it freezing ever, period!
No question it's the SONY.... Look at the number of views on this forum and SONY's forum with the same problem.
02-22-2020 06:00 PM
02-24-2020 02:00 PM
Hello again, mywinstontoo,
I appreciate you taking the time to elaborate on the steps you have tried with Sony to get this resolved. I can understand how spending that much time on the phone would get discouraging, but if you don't have Geek Squad Protection (GSP) on the device, working with the manufacture would be the correct route to receive support with this.
Otherwise, if your TV is covered by GSP, please refer to my last post to explore your options there.
02-26-2020 08:14 PM
My original post was correct except for a slight error. I said I did a "hard reset" which did not solve the proble. What I should have saifd is that I could temporarily fix the problem by unplugging the TV, and then plug it back in a turn on. The Geek Squad tech explained that I need to d a herad reset through the stiings menu. This erases any customized settings, app passwords, and any added apps. So far (2 days) no problems with either freezinhg or the "stutter" we were experiencing. Caution: Before doing a hard reset, write down any custom settings and app passwords, and the names of any added apps. Problem solved so far!