Televisions & Home Theater Accessories

[ce33916]

05/03/18, I bought my 39" INSIGNIA Roku TV. For a few months now, it has started losing internet connection at least once a day. My wifi connection has not changed. All other devices in my home work perfectly fine. When I google this issues, it seems to be a VERY common issue for people who have purchased this tv. This was a large purchase for myself, and I really can't believe it has issues. Is there anything I can do to get this fixed (for free) or replaced? Do you have any suggestions on what I can do from my home to fix this? (Please dont say my wifi is too weak or not plugged in or any other wifi issue.. this is 100% the tv's connectivity.) I can't imagine buying a new tv after only less than one year of use. It is just heartbreaking to me.

Thanks.

[Andrew_UN Best Buy Employee]

Hello,

Their is a possible software update needed to install. Check your current version and write it down.

Perform a power cycle on both the tv and your router by unplugging completely from the power source.

Reboot the router first and once ready then get tv back on.

This should connect automatically otherwise you can manually re-establish the connection from the network settings.

Once done, go back and check for and update to the latest software.

Please update if this resolves the issue.

[ce33916]

Hi Andrew,

I did as you suggested with fingers crossed. 

The software version was the same before and after the power cycle in both the TV and router.  This did not fix the problem, TV lost connection this afternoon.  Any other ideas would be greatly appreciated.  

[Andrew_UN Best Buy Employee]

Hi,

Did you connect and then lose connection or never connected at all?

[ce33916]

Hello, 

I did connect after the power cycle, which I did late afternoon yesterday.  All was good until the connection was lost this afternoon.  

[John-BBY Social Media Specialist]

Hello, ce33916,

Thank you for the update.

Given what you've described, your TV will likely need repairs. You can pursue service by carrying your TV in to your local Geek Squad. You can schedule an appointment by visiting We're Here to Help and selecting "Make a Reservation" under "Getting Help is Easy." Since your TV was purchased less than a year ago, repairs should be completed at no cost to you under the manufacturer's warranty. 

I realize this represents an inconvenience to you--and for that I apologize--but I hope this helps. If you have questions or concerns, please be sure to let us know.

Thank you for writing to us.