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Note to LG User Support Issues:

March 28, 2021

This isn't a question as much as a solution to an issue I encountered with my new LG Smart TV.

After receiving the unit I was impressed that the remote had a Prime button.  This made access to Prime easy and we used it several times.  Then, all of a sudden, I wasn't able to access Prime.  I tried everything.  I called Amazon thinking the problem could be with them.  No problems on their end.

I should tell the reader the error I was receiving when I tried to access any on-line app:  "NO INTERNET CONNECTIVITY".  A real puzzlement since the TV showed a strong signal.

Then I called LG technical support.  The helped me go through the Wireless Connectivity process.  That didn't work.  The long and the short of this information is that I spent most of the day on a Monday, Tuesday, Wednesday talking with various LG techs.  One tech had me try connecting using the hot spot on my iPhone.  After repeatedly working with the process, I finally connected.  The TV connected to the internet immediately and worked fine.   It also showed the TV was not "at fault".  The consensus with several techs confirmed that internet was internet and should be available.  One tech said it was a problem with the Firewall of my security software.  I contacted them and was advised that software resided on the PC and not on a TV.  Hence not a problem there.

Finally, the issue was elevated to level 2 at LG.  That tech said:  "Let's check with the router provider to see if something might be blocking the signal."   We accessed a tech at Netgear, and within about five minutes he found the problem.  After accessing the router using the IP address, the first screen he looked at showed the connection to LG******* was BLOCKED.  No one could give me a reason why blocking could occur when that issue was not initially there.  Unblocking that entry solved the problem!

What is interesting - and frustrating - to me is that out of approximately ten different technicians – Amazon-Prime, LG, technical department from the store where the item was purchased, the internet provider, the security company software, 'friends', relatives, etc., none suggested the ROUTER! 

SUGGESTION:  CHECK THE ROUTER FIRST FOR CONNECTIVITY ISSUES! 

I trust this is of help to others that may experience a "Non-Connectivity" issue with their smart TV.

 

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@Flying Frenchman Thanks for taking the time to document your interesting issue. I am glad you got it fixed.

However, I would be very interested in knowing what the Netgear router model is, and what Setting screen he accessed to fix it.  Most routers will have the firewall section set to block ONLY incoming request into you local home network LAN (to prevent hackers doing port scanning to find any open ports to connect to), and the default OUTBOUND rule would normally to allow all, as it is obviously legitimate to have your home network devices initiate a session, on port 80 or 443 at least, to any valid site, that can be found by a DNS service. Maybe a block rule got added by some other TECH person, and they got it wrong?

Some users find that setting the DNS setting on the TV Network settings to the 8.8.8.8 (public Google DNS service) will often fix odd issues.

Netgear basic info here:

link hidden, please login to view

Edited by td47
clarification
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