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New Member
Posts: 4
Registered: ‎08-15-2018

Toshiba FireTV internet connection issues

We purchased a Toshiba 50" 4k Ultra HD Smart Tv FireTv edition. We have tried to connect to WiFi and it will connect for about 30 seconds and then drop the connection, and then reconnect and disconnect. We have also tried to connect via Ethernet cable with the same result. We don't believe it's a network issue as all other devices have no issues connecting and staying connected. We have Spectrum as our internet provider.

Looking for some advice as to whether the TV is defective or if there is some type of issue with the Spectrum router. We did see a post that it may be a Spectrum issue.
Posts: 6,098
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Registered: ‎11-30-2015

Re: Toshiba FireTV internet connection issues

Hello Casscrewnj,

 

Noticing that your new TV isn’t working with your internet is certainly disappointing. Thank you for posting to our community seeking further advice on this matter. I’d be happy to help you do some simple troubleshooting.

 

Since the issue is presenting it’s self over Wi-Fi and a hard Ethernet connection I don’t believe the issue is with the TV. That would mean there’d be two faulty parts in the TVCan you please try to restart your modem and router? Have you power cycled your TV to see if that resolves the issue? You’re welcome to power cycle your TV by unplugging your TV from power and all the components for a few minutes. Are you able to connect to an alternative Wi-Fi or Ethernet connection? This would allow us to determine if it is an internet related issue.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-15-2018

Re: Toshiba FireTV internet connection issues

 
New Member
Posts: 4
Registered: ‎08-15-2018

Re: Toshiba FireTV internet connection issues

We have tried unplugging the TV, and rebooting the router and modem multiple times. So far this has not solved the problem. Unfortunately, we do not have access to a separate wifi or ethernet connection. We are reaching out to Spectrum, our service provider, to see if they have had any reported issues, and to possibly see if they have a solution. Any other suggestions would be appreciated. At this point it looks like we may have to return the TV, if we cannot get this resolved soon.
Posts: 6,098
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Registered: ‎11-30-2015

Re: Toshiba FireTV internet connection issues

Hello Casscrewnj,

 

Thanks for sharing what you’ve already tried! I really do appreciate it.

 

Have you tried to reset the TV back the factory settings? Also, have you tried to use a different Ethernet cord to hardwire it? Also, what speed do you currently subscribe to with Spectrum?

 

Respectfully,  

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-15-2018

Re: Toshiba FireTV internet connection issues

Can you rpovide details how we can rest the TV back to factory settings?

We have tried different ethernet cords, with no luck.

We currently have 100 Mbps.
Posts: 6,098
Topics: 97
Kudos: 370
Solutions: 283
Registered: ‎11-30-2015

Re: Toshiba FireTV internet connection issues

Hello Casscrewnj,

 

Can you please try the Geek Squad speed test to see how much you’re actually getting of that 100 Mbps? You’re welcome to try it on mobile device, computer, or tablet that’s connected to your Wi-Fi network.

 

You can reset your TV by choosing the following prompts: Press Home, then select Settings. Select Device & Software, then select Reset to Factory Defaults.

 

Thanks,

Mariah|Social Media Specialist | Best Buy® Corporate
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Registered: ‎08-08-2017

Re: Toshiba FireTV internet connection issues