Can not connect tv to the network.

Hi, I apologize that anyone was less than polite and understanding towards you about this issue. Are you having any problems connecting to the internet with any other devices? Is the TV wired or wireless? If you are using a router, you may need to check the encryption type by logging into your router and checking the security encryption settings. Using the model number for your TV, look it up on Samsung site to see what the recommended settings are for your set: http://support-us.samsung.com/spsn/main.jsp  I hope this helps.

What kind of modem and router do you have? Also who first set up the router?

Also, what model TV do you have? The fact that you and others can connect to the network makes it seems like its a issue specific to the wireless on that TV.

I am having the exact same issue right now, but also had experienced it last night for the first time.  Last night, when I called my local customer service number, she said she didn't know what the issue was.  Told me that she would have to get me over to "technical support."  I said it was fine for her to transfer me, but she said her system didn't let her do that so I had to call them separately.  I called the technical support line, and the agent was able to resolve the issue somehow remotely.  It took about 10 minutes and involved him resetting my router remotely.

Now, the same issue has returned.  I called the "technical support" number that was given to me last night.  This time, I talked to a guy named Justin who I explained the issue to, and explained that the same thing had happened last night and was resolved.  I had asked him if he could run the same steps that the technician last night had conducted, and fix the issue.  Instead, he beat around the bush for a bit asking me if I had called my local customer service number, asking me if I had reset my router (which I had already told him I had done), etc.  He then goes on to say that the number I was contacting was a premium service with certified technicians that charges $14.99 a month, and that they had the power to reset routers remotely but he wouldn't fix my issue.  I then opted to cancel my service, and he gladly transferred me to the local customer service number.  I am now on hold, and have been for about 20 minutes, waiting to cancel my service effective next month.

The issue can be described as follows, for future reference to any online support technician who purports themselves as wanting to help:

-Wireless internet and Cable television work properly.  However, when opening the Samsung TV Smart Hub feature, and trying to access an app (e.g. Netflix, HBO GO, etc.), an error comes up saying "Network is not connected.  Check Network Settings to use Internet Services."   When I then select the "Network Settings" button, it tells me my "Network cable connected.  Press Start to configure your wired network settings."  I then click "Start", and it says "Checking wired network connection" until it gets to a the Network Settings screen where it reads "Connected to the wired network, but not the Internet.  Connected to your local network, but cannot connect to the Internet.  Check the DNS settings in IP Settings, or contact your Internet Service Provider to access the Internet."  It gives you an option to change the IP Address or DNS Server address.  The problem is not on the TV's end, it's on COX's end.  It appears to show the same diagram that your computer shows when your computer is connected to a network, but the network (COX) is not connecting to the internet.

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UPDATE:  After some initial run-arounds and rerouting (no pun intended) in circles, I was able to speak to a technician by the name of Lena, from the support desk that I initially tried to get in touch with (when I had initially spoke to Justin earlier).  The way she was able to resolve my issue was extraordinary, on multiple fronts - personably, professionally, and technically.  She possessed the perfect balance of all three of these traits, which comprise an optimal/ideal technician.  She was able to reciprocate my abrupt anger and frustration with a genuine calmness to try to conceptualize what had occurred, and then transition that understanding into a technical resolution to my problem.  She even followed up with technical explanations and provided a brief overview that educated me on how and why the issue occurred.  I can honestly say that this issue would have escalated to another level if Lena did not step in to provide context and resolve the issue.  I am pleased with Cox, and this type of exemplary customer service will keep me with this provider.

What did the answer end up being? Someone else is having a similar problem on this thread.

Sounds like you had a router that Cox didn't install, so they sent you over to Cox Tech Solutions. Was there a question to your post, or were you just looking to document? If so can you document the solution?

I am not having any problems with of my other devices.( I have one Apple Computer and one Samsung TV). I am using a Motorola cable modem that was purchased thru Cox in 2011. I'm also connected to an Apple express that was purchased when I first bought a computer in 2007. My TV is a Samsung Smart TV purchased in 2012. I have, until this last week, never had a problem viewing my Netflex, Pondora etc.

I'm looking into converting from a wired modem to a wireless modem. Which one do you think would be compatible. What do you think about a wireless modem/router combo.

twiddledee said:
I'm looking into converting from a wired modem to a wireless modem. Which one do you think would be compatible. What do you think about a wireless modem/router combo.

Nooo. I highly suggest against it. Its sounds like your just having some wireless connections issues. No reason to reinvent the wheel. Can you give specific model numbers of the equipment?

How do you have the Airport router configured? Specifically the Radio (G/N or N only) and Security (WEP or WPA2).

Last, what part is failing during the connection process on the TV? Does it give any error message?

 

I have a Motorola  Surfboard modem  #SB5101U cable wired to my Apple express which is wired to my Samsung Smart TV. The security is WPA2. The message the TV gives me when I try to connect with Pondora, Netflix etc. is ," Network is not connected. Check network settings to use this service". When I run the check, the diagram shows a red "X" between the TV and the modem/ router.

I have been using this configuration for the 2 years I had my Samsung Smart TV. I have never had this problem.

How do you have your Airport express configured? Radio/Band/etc.  Have you tried contacting Apple support? If its just one device having trouble then its either some kind of compatibility issue, or something wrong with that device.

deep said:

I am having the exact same issue right now, but also had experienced it last night for the first time.  Last night, when I called my local customer service number, she said she didn't know what the issue was.  Told me that she would have to get me over to "technical support."  I said it was fine for her to transfer me, but she said her system didn't let her do that so I had to call them separately.  I called the technical support line, and the agent was able to resolve the issue somehow remotely.  It took about 10 minutes and involved him resetting my router remotely.

Now, the same issue has returned.  I called the "technical support" number that was given to me last night.  This time, I talked to a guy named Justin who I explained the issue to, and explained that the same thing had happened last night and was resolved.  I had asked him if he could run the same steps that the technician last night had conducted, and fix the issue.  Instead, he beat around the bush for a bit asking me if I had called my local customer service number, asking me if I had reset my router (which I had already told him I had done), etc.  He then goes on to say that the number I was contacting was a premium service with certified technicians that charges $14.99 a month, and that they had the power to reset routers remotely but he wouldn't fix my issue.  I then opted to cancel my service, and he gladly transferred me to the local customer service number.  I am now on hold, and have been for about 20 minutes, waiting to cancel my service effective next month.

The issue can be described as follows, for future reference to any online support technician who purports themselves as wanting to help:

-Wireless internet and Cable television work properly.  However, when opening the Samsung TV Smart Hub feature, and trying to access an app (e.g. Netflix, HBO GO, etc.), an error comes up saying "Network is not connected.  Check Network Settings to use Internet Services."   When I then select the "Network Settings" button, it tells me my "Network cable connected.  Press Start to configure your wired network settings."  I then click "Start", and it says "Checking wired network connection" until it gets to a the Network Settings screen where it reads "Connected to the wired network, but not the Internet.  Connected to your local network, but cannot connect to the Internet.  Check the DNS settings in IP Settings, or contact your Internet Service Provider to access the Internet."  It gives you an option to change the IP Address or DNS Server address.  The problem is not on the TV's end, it's on COX's end.  It appears to show the same diagram that your computer shows when your computer is connected to a network, but the network (COX) is not connecting to the internet.

-----------------

UPDATE:  After some initial run-arounds and rerouting (no pun intended) in circles, I was able to speak to a technician by the name of Lena, from the support desk that I initially tried to get in touch with (when I had initially spoke to Justin earlier).  The way she was able to resolve my issue was extraordinary, on multiple fronts - personably, professionally, and technically.  She possessed the perfect balance of all three of these traits, which comprise an optimal/ideal technician.  She was able to reciprocate my abrupt anger and frustration with a genuine calmness to try to conceptualize what had occurred, and then transition that understanding into a technical resolution to my problem.  She even followed up with technical explanations and provided a brief overview that educated me on how and why the issue occurred.  I can honestly say that this issue would have escalated to another level if Lena did not step in to provide context and resolve the issue.  I am pleased with Cox, and this type of exemplary customer service will keep me with this provider.

Did you just copy and paste your post again? Also, FYI, one TV not connecting to your router isn't a Cox issue. If they helped you for free then thats great, but I wouldn't have expected that service for free again. Sounds like you just strong armed them by threatening to cancel your service. Weak sauce. 

Health Edge said:

Did you just copy and paste your post again? Also, FYI, one TV not connecting to your router isn't a Cox issue. If they helped you for free then thats great, but I wouldn't have expected that service for free again. Sounds like you just strong armed them by threatening to cancel your service. Weak sauce.