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Enthusiast
Posts: 4
Registered: ‎08-10-2015
Message 41 of 166 (5,244 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

Not sure how helpful this will be, but seems to have solved the issue for me (at least for the last few weeks)

I factory reset my TV, and then immediately added it's new IP address to my router's DHCP table - since then I'ts not dropped off the network once. 

Enthusiast
Posts: 19
Registered: ‎09-29-2015
Message 42 of 166 (5,158 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

[ Edited ]

I have been having this problem a few months now. It cannot keep a 2.4 or 5 ghz wifi connection. Constantly drops, I have to re-scan and re-add and sometimes restart the tv. Several times a night. Every night, it is driving us insane.

 

The tv is the closest to my router of all our devices, its 20-25 feet away. Wifi direct is off. No other major network use happening. I have done a full site heatmap survey. My 2.4 is very strong through the entire house, esp by the tv. My 5gh is strong enough to the tv, but not as strong. No other devices experience any trouble.

 

I started last month with Sony support via email, and tried all they suggested. Updated firmware (already was), update router firmware (already was, also tried new firmware, dd-wrt), factory reset, tweaking wifi settings. No luck, they had me call support.

 

Have had a couple phone calls totalling a few hours the past week or so with techs. Two times they remoted in and changed DNS and other settings to and from Google servers, tried manual connects vs auto, etc etc.

 

We messed with static vs dhcp IPs, and more.  Both techs (few days apart) mentioned it was getting speeds of 9mbs down. I went to a site I found mentioned on a thread here to test, and I too saw 9mb down. 

 

Our plan has 85 down / 12 up. No other device on either wifi network at any distance in the house pulls less than 35. This one pulls nine.

 

Tech could not resolve, would drop while they were on it and on the phone with me. Last night, the tech said he would research and call me back tonight. I haven't yet heard back.


Today, just to be sure, I blew 275 bucks on a new router, spent time setting it back up with my statics, port forwards etc. The tv wouldnt connect at all to it until I did a factory reset again. Then it connected, fast, much faster than usual, and was good for probably about 30 minutes. Now it again won't stay connected to either.

 

I'm very..very disappointed, each time we get a new tech on the phone we have to reexplain and retry all the same stuff and wait a day and rinse repeat. It is still under warranty but... alas, here we are. We are very much regretting choosing this one over the other couple tv's we were considering. It was highly used for late night netflix but the past couple months it has got worse and worse. I now have to stream to my phone and connect with Chromecast to use it. I do not like this. 

Enthusiast
Posts: 19
Registered: ‎09-29-2015
Message 43 of 166 (5,128 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

[ Edited ]

There are other discussions on this, for example: https://community.sony.com/t5/4K-Ultra-HD-TV/x850b-network-wi-fi-problems/td-p/477461

 

It seems to be fairly widespread.

 

I bought a new router at a cost of 275 bucks yesterday to make sure that is not it. Same issues. In fact worse until I did a factory reset again on the TV. Then it connected quick but, same issues. It made it about half an hour.

 

I talked with another "tier 2" tech for an hour or so last night. By the end of the discussion they had made the case that the TV is just fine, and that it is comcasts fault. I hate comcast as much as the next guy, and would't be suprised - but with that said, NO other device in my house ever has this issue. We have been using the Wii U and MS Surface to stream netflix/amazon now since the TV won't let us make it through a show, and have been using them otherwise anyway - and nothing else has trouble. They are further away from the router. 

 

He had me test at 2wire.com which, on the tv, on my surface, and desktop show fairly low. Between 750kbs and 2.5mbs. 

 

I read this which might help support that arguement: http://www.wired.com/2014/06/netflix-streaming-test/ but, again, no other device has this issue and THIS is the device we bought to for the purpose of (most) netflix streaming. We now use the Wii U, Surface, and PS4 to stream and they have been and continue to be just fine.

 

He said the tv is 'very sensitive' to having enough streaming bandwidth and drops internet when it isn't good enough. I wish the box would have said "Wifi: 2.4Ghz / 5Ghz steaming, but our adapter ******" when I was having to make this decision. 

 

Now, according to the rep I talked to last night, even being in warranty and the tv working fine for 6 months, I'm stuck with it. I'm stuck with an expensive TV that I can't use for its purpose unless I stream to my phone/surface and then up to chromecast that is plugged into the TV.

 

Very disappointed in their refusal to backup their sale of this product, and will never recommend Sony again to anyone. It seems like every tech I talk to does their best to find a way to not schedule a service call.

Enthusiast
Posts: 19
Registered: ‎09-29-2015
Message 44 of 166 (5,087 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

I called Best Buy and explained my experience with Sony CS, they put me on hold a bit, then came back and said they can force Sony to honor it, and to bring my TV in and they will ship it off to them.

 

Deal. Hopefully they'll actually fix it when they see it in action in person with their own provider so they can't take the easy out and push the blame.

Specialist
Posts: 27
Registered: ‎11-27-2014
Message 45 of 166 (5,078 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

Please let us know what they find... Maybe this will help solve it for all of us!

Enthusiast
Posts: 19
Registered: ‎09-29-2015
Message 46 of 166 (5,074 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

Will do - if I end up doing it. Honestly I'm about this close running eithernet to the TV tonight, because I have to run a coax run anyway. If that fixes it, knowing me, I'll just be done with it. 

 

:\

 

But, I'll try if I do that to stlil commit to going without the tv for probably weeks, and fix it anyway, incase we move one day and I need it again or the ethernet adapter dies when its out of warranty. 

 

Will update either way for sure.  

Specialist
Posts: 27
Registered: ‎11-27-2014
Message 47 of 166 (5,073 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

I ran that video and all the info in the top left said was the time on the first line, 1080 on the second line, and Audio English/ 2.0 channel (primary).  Is that supposed to be indicative of something?

 

Did you tell the guy this is a common issue across multiple owners with different service providers?

 

And who is the dufus doing the moonwalk while holding his laptop???

Enthusiast
Posts: 19
Registered: ‎09-29-2015
Message 48 of 166 (5,070 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

[ Edited ]

I did, I told them about this and other threads on their own support forums and he literally did not reply to the statement.  Very insistant the tv is fine and its comcasts fault. I was like bro, I hate comcast as much as the next guy, but come on. 

 

Seriously. As I said I'm sure before, I have a number of devices and all are fine. All. And we have had to use them just as heavily now that we can't use our tv reliably. They are equal, and further distance from the router.  The tv worked fine for like 6 months, the first few of those we had even slower comcast speed, and all was fine. Now, this. 

 

I'm not going to buy this is normal. I think the support is trained to do all they can to push off under warranty issues. I bet had I not started off with pressing 1 for 'is it under warranty press 1' and instead pressed 2 or whatever, they would have quickly decided it was a problem and quoted me a nice high $ price for a repair it suddenly at that point needed.

 

Maybe that's the cynic in me speaking but after all these phone calls that's the feeling I'm starting to get about Sony guidelines to CS staff.

 

btw I had no luck figuring out that video either.

Enthusiast
Posts: 19
Registered: ‎09-29-2015
Message 49 of 166 (4,979 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

[ Edited ]

Friday I decided to run Ethernet to the TV. Sure enough, I have been problem free every night since. It is very clearly a problem with the wifi card, not my ISP.

 

I called them just now, same thing. Went no where. I have to call them back tonight so they can remote in and run the network status report he says. Well, OF COURSE it's going to show as fine while they are successfully remoted in, obviously it is working at that point.

 

This is crazy, they refuse to honor their warranty. Straight refuse!

 

This isn't right. What's next? It seems Sony refusing to honor their warranty is a problem:

 

https://www.google.com/search?q=Sony+refuses+to+honor+warranty

 

I have nearly every phone call recorded, and email chains. Surely there is something that can be done.

Specialist
Posts: 27
Registered: ‎11-27-2014
Message 50 of 166 (4,949 Views)

Re: TV WIFI CONNECTION KEEPS DROPPING

Anybody know how to get this in front of somebody at Sony that can actuallu comment?  Would reporting it as inappropriate at least force somebody to look at it?  This is a Sony forum, after all?  Any mod's out there???

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