topic Re: Hisense roku TV can't connect to wifi in Archive

Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 12:59:50 GMT

There was a service outage in my area on Sunday and ever since my TV won't connect to WiFi (Sky hub).

I have spoken to Hisense support and been through the rigmarole of resetting the router, resetting the TV, power cycling the tv, holding the reset button on the hub, even reset the TV to factory settings and nothing makes a difference. I have tried unsynchronising the 2.4 and 5 WiFi bands and this had no effect either. The TV connects via mobile hotspot, not a log term solution, but it does suggest there's an issue with the router communicating with the TV rather than the TV being faulty. Wired connection is not an option due to distance, and Hisense have directed me to come to Sky for further support.

Re: Hisense roku TV can't connect to wifi

Highlinder — Wed, 25 Aug 2021 13:24:25 GMT

@BaggieBlokeAre any other devices that are connected to the router via Wi-Fi still able to do so?

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 14:11:58 GMT

Yeah, everything else, consoles, laptops, phones all connected fine after the service was restored on Sunday.

Re: Hisense roku TV can't connect to wifi

lettice — Wed, 25 Aug 2021 14:39:27 GMT

A factory reset should not have been necessary.
On doing that factory reset have you checked the Hisense support page to check that your firmware is up to date.
A reset may have reverted to a previous or older one.

Did Hisense take you through the Network Disable ping scenario, taht is available for some models.?

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 14:46:32 GMT

I agree it shouldn't be necessary, it felt like Hisense support don't know how to resolve and we're just trying anything to be honest.

I did check the firmware after and that's all good.

Not sure what you mean by network ping scensrio, so I'm assuming no they didn't!

Re: Hisense roku TV can't connect to wifi

lettice — Wed, 25 Aug 2021 14:55:58 GMT

For the Hisense Roku TV there has been an issue where routers (not just Sky) fail with their return pings and the TV Roku software responds incorrectly.
A fix is available to try.
Just Google Hisense roku disable network ping

Re: Hisense roku TV can't connect to wifi

cookiemonsteruk — Wed, 25 Aug 2021 15:02:16 GMT

@BaggieBloke

@lettice is referring to this. Press buttons in sequence and without pausing too long

Home(5x)...FF, Pause, Rewind, Pause, FF

Then navigate to System Operations Menu, Network Menu, Disable Network Pings

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 16:02:13 GMT

Ah, still no joy.

Re: Hisense roku TV can't connect to wifi

lettice — Wed, 25 Aug 2021 16:15:49 GMT

That is a shame.
Really looks like you have tried everything.

Not tried on a Hisense, but have seen Sony TVs and some others makes with a similar wifi failure, when it was once working.

Do a forget the wifi network from the TV settings.

Repower the tv (power unplugged from socket for a good few minutes).
Plug in an the ethernet cable (not in reach as you say, but its only temporary)
Ensure its connected. in the tv settings
Repower the TV as above.

Make sure the ethernet is connected, go to tv settings and the wifi credentials and connect to wifi.
If it connects, pull the ethernet cable out.

Repower tv as above and check that wifi is still connecting.

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 16:53:38 GMT

Well, it almost worked! Unmounted it from the wall and put it closer to the router so the ethernet cable would reach. Wired connection was fine, so I tried wireless with it still plugged in, and that worked too. Unplugged it, turned the TV off and on again, wireless connection still worked. So I put it back on the wall, turned it on and I'm back to the same problem!

Re: Hisense roku TV can't connect to wifi

JPR007 — Wed, 25 Aug 2021 17:05:42 GMT

@BaggieBloke Could you get a longer ethernet cable and run that somehow, in trunking or something maybe? Cable is always the most reliable method, and will deliver better quality as it doesn't suffer from jitter. As convenient as WiFi is, it is a pain more than it's useful half the time...

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 17:17:20 GMT

Thanks for the suggestion, but i can't have a cable trailing all through the house and down stairs. That's besides the point, it was bought for its wireless streaming capability, I shouldn't have to make do.

Re: Hisense roku TV can't connect to wifi

lettice — Wed, 25 Aug 2021 17:40:24 GMT

Ok some progress.

So it is not the TV,

Has anything changed recently around the TV that could be giving out some interference?
How far is the TV from the router on wifi and what is between?

Also, do you have a sky q box near the main TV that is on wifi?
It should not, but may be making a mesh wrong hit along the line.
if so, power off the sky q box and try the TV wifi, so it connects to the router .
Then power back the sky q box.

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Wed, 25 Aug 2021 18:48:14 GMT

Nothing has changed in terms of positions relative to anything else. The only interruption was the service outage in Gloucester on Sunday afternoon.

TV is upstairs, router downstairs in the living room, about 15-20ft with a wall in the way (but this has never affected connectivity before).

The q box is in the same room as the roiter, opposite end, that and the living room tv are both connected (although apparently the q box requested us hit the wps button on the router earlier, I'm not sure if this is because of the outage or the dozens of router resets there have been).

I'll have to wait til after the football, but I will try turning the q box off and get back to you.

Thanks for all the suggestions so far, I appreciate the help, as fruitless as it's been so far, at the very roast its more than I was getting from Hisense!

Re: Hisense roku TV can't connect to wifi

Chrisee — Thu, 26 Aug 2021 06:49:56 GMT

@BaggieBloke if the Q box is closer to the problem TV than the hub it is likely the wifi connection is to that box's wifi hotspot rather than direct to the box. The network log in are the same so it should just work.

Power cycling the Q box is a simple step which hopefully will sort it. Check the network status on the Q box by going to settings and seeing if there are any crosses showing follow the link to the right..

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Thu, 26 Aug 2021 09:11:08 GMT

I might have misunderstood, but the TV I'm trying to connect isn't connected to the q box and I don't need it to be. Q box is in the same room as the router, so it's not closer to the tv. Switching it off made no difference, and there are no crosses.

Re: Hisense roku TV can't connect to wifi

lettice — Thu, 26 Aug 2021 10:56:23 GMT

Just sounds like for some reason your outage has upset your wifi somehow.
As it was working fine and proves its possible.

Do you think you are in anyway suffering from neighbouring wifi interference (on the 2.4 band), as the Hisense TV distance may be forcing the connection at 2.4 rather than 5..
Ive solved that sometimes for people by moving the TV at points along the distance from near to router and then along the line to the room its located, to gauge where it drops off. Not easy I know but may help diagnose. An extension cable is often needed 🙂
An other easy test if its neighbour interference is to try different channels on the router if you have not already.

I do know as own a few myself that Hisense TVs do give out a very strong signal themselves, but that does not help getting one when as we do with TVs have them close to walls, but still they do have a very good reach wifi wise.

The only other way is to use some powerline adapters, one connecting to a spare router ethernet port and a spare socket and another connected to your tv with a spare socket.
I do all wifi in my house, so not used them, but they help rather than having trailing ethernet leads around the house.

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Thu, 26 Aug 2021 11:22:11 GMT

I may well have to resort to powerline adaptors, I don't know how they affect the performance of the connection though.

I've been not tried changing channels, imagine not sure how to do that.

I'm just not willing to buy extension cables and keep lugging the TV round different spots in the hoise. I just can't fathom how the service briefly being out could affect just this one device specifically and resetting everything has no effect. I am considering returning the tv, but I don't want to go through that hassle if a replacement will have the same problem.

Re: Hisense roku TV can't connect to wifi

lettice — Thu, 26 Aug 2021 11:50:54 GMT

How to change channels.
Change your Sky WiFi channel

When changing, the recommended channels to try are 1, 6 or 11.

Re: Hisense roku TV can't connect to wifi

BaggieBloke — Fri, 27 Aug 2021 12:40:27 GMT

Ok, so changing the channel does nothing either.

Hisense asked for a picture of the label on the back to escalate the issue, so I took the opportunity to take it off the wall and reconnect downstairs again. Wired, no problem. It connected to the WiFi while the ethernet was in. Switched off, unplugged ethernet, WiFi still connects. Unplugged it from the wall, plugged it in again, still connects. Take it back upstairs, doesn't connect.

So I guess there's nothing wrong with the TV, but *something* is causing interfere. I don't understand how this can be the case when literally nothing has moved. It was working, the service went out, every other device reconnected fine, my TV wont.

I just cannot get my head round it.