This guide will assist in identifying and resolving issues related to internet-capable TVs.
If your TV's model is either of the following:
First refer to the article 'WiFi Dropout During Standby' for related information.
It is possible that outdated firmware may be causing issues related to your internet connection.
To find the latest firmware for your TV, locate your TVs model number on the sticker on the rear of your TV, and search it in the Kogan Help Centre.
TVs will not connect to WPA2 enterprise networks. These are commonly used in uni dorms and similar public networks.
We suggest joining 2.4 GHz WiFi networks due to its vastly increased range over 5 GHz.
If your router is set to Guest Mode, this may also affect your ability to connect to the internet. If this setting is on, and you are unable to connect, please turn it off and try again.
Network names may also be hidden as a security setting on your router. While not a default setting, this can sometimes occur. In this case, you can still connect to the network by entering its details, rather than searching for it.
To ensure that the issue is not related to the TV, we suggest using a mobile device with hotspot functionality to see if the TV can connect to this network.
Some stream-able content for your TV can require large bandwidth to stream smoothly at high resolutions. If multiple devices are using your network at the same time this could congest your bandwidth and cause buffering issues.
Depending on your internet connection type and your ISP you may experience slower internet speeds during peak hours of usage in your area. This could cause buffering issues.
Upgrading your internet plan to larger bandwidth may resolve issues related to network congestion.
There are a few factors that can cause issues with your WiFi signal.
The distance from your router to your TV is important. If it's too far the signal will be weak and prone to dropping out. Move the position of the TV or the router closer to each other to avoid this. If their positions cannot be moved then a WiFi extender may be a good option for extending the range of your WiFi network. Our range of WiFi extenders can be found online by clicking here.
The signal strength of your router and TV can be affected by the objects surrounding them. If there are any dense objects such as metals between your router and TV move them to increase the signal strength.
Avoid positioning your router near any devices that produce large magnetic fields such as microwaves. This will cause dropouts in the signal when the device is used.
If there are too many WiFi connected devices on your network this could cause congestion issues. Limit the number of devices or turn off any devices not being used to free up some bandwidth on your WiFi network.
If it is possible to run an Ethernet cable between your router and TV it is advised to do so. It will be a faster and more stable connection than your WiFi can provide.
More WiFi troubleshooting can be found by clicking here.
- Check your other internet-connected devices to make sure the issue is local to your TV or all devices on your network. If the issue is related to your network being down, contact your Internet Service Provider (ISP) for more information.
- Ensure that your WiFi router is close to your TV, and that there are no significant obstacles in the way. For example, concrete or masonry walls can greatly weaken WiFi signal strength.
Most Kogan TVs support connection via LAN. If you are experiencing WiFi interruptions from obstacles, consider connecting your TV with a cable from the LAN port on the TV to your router, or improving your home WiFi network. If you require assistance with choosing a cable to connect your TV via LAN, or assistance in choosing a WiFi extender, contact our Customer Care Team.
- Restart and power cycle your TV.
- To power cycle, your TV switches your TV into standby using the remote and then power off / unplug the TV at the wall socket. Attempt to turn the TV on again with the remote, this will drain the remaining power stored on the TV. Plug the TV back in and turn it on with the remote.
- Power cycle / restart your router.
Factory resetting your TV to its default settings may fix issues related to your internet connection. Note that doing so will erase any of your current settings, saved content and logged in accounts.
Refer to the 'Factory Reset' section of the 'TV Troubleshooting Guide' for information on performing a factory reset on your model of TV.
If the above information has not helped with your query you are welcome to contact our Support Team with any queries - please note that a photo or video of the issue can assist with identifying and resolving the issue.