Smart TV not connecting to wifi

[Grantsarah]

Thank you for taking the time to respond.

Unfortunately, this is not an issue. We can get Wi Fi it just doesn't stick with TPG. TPG has helped me connect my TV several times but as soon as I turn it off and then turn it back on the Wi FI is not connected and won't reconnect. Yet if I do it with hot spot the TV connects and stays connected. 

Hoping a new modem will assist with this issue. 

Once again thank you for responding. 

[drbob]

Your problem is one that could happen to anyone, so I am very curious as to its cause and resolution.

Can you describe how TPG helped you fix the problem?

Have you been able to access the internet via TPG with a PC/laptop/android phone over WiFi (not using a hotspot)?

[Grantsarah]

TPG helped me on several occasions including changing the channel, changing the password, I believe changing the GHZ. All have worked and the TV connected but when I turn the TV off and turn it back on the connection is lost and cannot be paired again.

My laptop and phones are now having the intermittent non-connection for no reason and it's not consistent as in my phone can work and my husband's phone not work yet we are sitting next to each other.  

I can't reset my current modem as the button does not seem to work. Hence why I have asked for a new modem. Also, the TPG guy mentioned that it could be an IP address issue as there is no issue with the hot spot. Hope this makes sense. 

[drbob]

Thanks for the details. Which modem do you have?

From time to time I had to reset my modem because some device would not be able to connect and this is usually fixed by restarting the modem.

Whenever I had to reset my modem (HG659 which has a recessed reset switch) I did it by either, switching off power, waiting for a minute or so then switching on power again; or by logging to the modem and then clicking Reset via the Maintenance menu.

The first thing I do when I have a connection issue is to open a window and run the  command:

ping 192.168.1.1 to see if my PC can connect to the modem. If that fails, then I go have a look at the lights on the modems (both the NBN modem and the TPG modem) and if both look okay, I then power cycle the TPG modem and run ping again after the modem is back on. If ping does not work then there is no way you can access the internet.

As many people don't bother to post once their problem has been fixed, I hope you will post your resolution.

[Grantsarah]

Hi 

I have the NETComm Wireless NF12

The reason I have asked for a new modem is that I can't reset, the button seems to be broken. So with the current modem, I can't elevate that step.

Once the new modem comes I will keep you updated because I don't want other people to go through the weeks I've gone through if I can help.

[Grantsarah]

I called tonight to find out where my modem is as it's been over a week. I am now informed that they can't tell me and that I have to wait 24 hours for someone to call me. I can't use my internet because my devices just keep dropping the connection, I have to use Hot Spot. Why do I not have the modem as promised?

[Tee]

Hey sounds like we have identical problems. Like you tpg is sending me a new modem (I had to extend my contract to 18months for it and pay for delivery, I have been with them for over 3 years). This was two weeks ago, still haven’t received it and like you I contacted them 2 days ago and was told somebody will contact me within 24 hours to ‘approve it’- no ones called me. May I ask what tv model do you have?

[Grantsarah]

Hi Tee,

Oh no. Well they only have 24 hours to contact and the clock is ticking, otherwise, I will pull the plug on TPG and go somewhere else. That is so rude that no one has contacted you.

I have a new Samsung TV. 

I will let you know how I go today.

[Riezl]

Hi @Tee, we have already made a follow up with our Accounts Team and requested a specialist to contact you before 5PM QLD Time today to discuss the status of the modem request.

Should you have a preferred contact number and time, please send it via private message. Thank you.

[Riezl]

Hi @Grantsarah, we have chased this matter with our Technical Team and we have arranged a technical specialist to contact you before 5PM QLD time to discuss the status of the request.

Let us know should you have a preferred contact number and time. Thank you.