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Why do i have to use hotspot to use anything on smarthub?

(Topic created: 05-03-2024 08:26 PM)
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Codyc21
Asteroid
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QLED and The Frame TVs

I have a 75" QN90C, and I'm constantly having to connect to my phone's hotspot instead of using my home Wi-Fi to use anything on my SmartHub. These TVs cost way too much to have issues as ridiculous as this. Has anyone else had this problem and found a fix? Any updates from Samsung about this?

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Samsung_Moderator
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Hi there @Codyc21!  I had something similar happen with my television a couple of years ago.  My ISP ended up prioritizing my TV and XBox on the network and I didn't have any issues with the connection afterwards.  Give it a try and it should help you too.  If not, don't hesitate to reach out to us for additional assistance.

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Codyc21
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Also, how does a company like Samsung have such god-awful customer service? It's like talking to a child!
Mark7com
Halo
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So you're saying that you want to use wifi instead of Hotspot but tv won't letting you ? Does your tv used to work on wifi before? If so it means either you need to restart and re-register to wifi or try returning the tv if it possible.
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Codyc21
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So, I've used my TVs on Wi-Fi for years. Then, all of a sudden, all my apps (Netflix, Prime, Paramount) stopped working unless I turned off the Wi-Fi and connected to my phone. I've already restarted and re-registered my router, but no fix. This happened on my old TV. They sent me money to buy a new one, but still no results. I'm buying a new router today to see if that resolves the issue.
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Codyc21
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The weird thing is everything else connected to my wifi still works just as normal it's only the samsung hub and I get errors that their servers are being updated. This has been going on for 2 weeks now
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bill-e
Epic Samsung Care Ambassador
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Have you power cycled your router and all switches and fiber feeds if applicable? 

** If my response helps, please click on Like (Heart). If I resolved your issue also please click on Accept as a Solution so that others can benefit.

Bill
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Galaxy Fold 5 512g(VZW), Galaxy Book (original, VZW), Tab S8 Ultra, Tab S4, Galaxy Watch6Classic 47mm(VZW), Galaxy Watch5Pro(VZW), M8 Smart Monitor, NEO 55" QN90D TV
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Codyc21
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Yes I have
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bill-e
Epic Samsung Care Ambassador
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Yea, sorry, I skipped over that fact in one of your earlier posts.  Try unplugging the TV for a couple of minutes to soft reset it and see if that helps. 

Also, Samsung devices seem to have issues with WiFi 6 routers so make sure you have a separate 5g ssid that you can connect to. 

** If my response helps, please click on Like (Heart). If I resolved your issue also please click on Accept as a Solution so that others can benefit.

Bill
---
Galaxy Fold 5 512g(VZW), Galaxy Book (original, VZW), Tab S8 Ultra, Tab S4, Galaxy Watch6Classic 47mm(VZW), Galaxy Watch5Pro(VZW), M8 Smart Monitor, NEO 55" QN90D TV
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Codyc21
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Still no luck. I even used a LAN connection and got the error. The only way I can use SmartHub is through my phone's mobile hotspot. I tried my SmartHub connection test in the diagnostic settings and got a isp block error 202, so I guess the next step is to call them. I'm not sure why that would have changed out of the blue, but I'm at a loss at this point.
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bill-e
Epic Samsung Care Ambassador
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Data point,  working fine on my QN90D

** If my response helps, please click on Like (Heart). If I resolved your issue also please click on Accept as a Solution so that others can benefit.

Bill
---
Galaxy Fold 5 512g(VZW), Galaxy Book (original, VZW), Tab S8 Ultra, Tab S4, Galaxy Watch6Classic 47mm(VZW), Galaxy Watch5Pro(VZW), M8 Smart Monitor, NEO 55" QN90D TV
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