Wifi problem with Samsung Frame 55"

[Victor Delta]

My QE55LS03DAUXXU has worked pretty well since I bought it new nine months ago. However in the last couple of weeks, it has started having internet connection problems. I watch the BBC iPlayer a lot and it often starts to interrupt programmes with the red buffering ring.

My internet connection and wifi network are good and I have a connection speed of 40-50Mbps next to the TV. However, the TV often still runs very slowly with frequent interruptions to streamed programmes.

I've found the only solution is to reset the network connection and re-login to the wifi network. I sometimes have to do this every day or two, which is really annoying.

Can anyone please suggest what might be causing this problem, and any possible solutions. Would using a static IP address help? Thanks.

[GaryB82 · Accepted solution]

You could try a static IP address to see if that helps.  In my router settings, I can prioritize certain devices to ensure they receive more bandwidth, which can help prevent buffering.

In your TV settings, there should be diagnostic tests that can test the network card inside the TV.

I would also contact support, they might be able to send a technician to test the TV to see if there's an issue with the network card causing connection drops.

https://www.samsung.com/us/support/service/locations/

[Victor Delta]

Thanks. I have now spoken to Samsung support. Although they haven't been able to suggest any solutions yet, they asked me to do (yet another) network reset and have taken all the details. Asked to ring again if i have further problems...!

[Bradshock87]

Good Luck!  I had Samsung replace the WiFi/Bluetooth part on my Frame TV 3 months ago and it started failing again. Call them back and since it is out of the 90 day warranty…too bad, no repair unless I pay for it.  The wireless part of this TV is garbage. Will never buy a Samsung TV ever again!

[Samsung_Moderator]

Hello @Bradshock87.  Thank you for reaching out.  This isn't the way that we want you to feel. Could you send us a private message with your previous transaction number so that we can look into this further?  

[Bradshock87]

I would be happy to give you a string of all the text and emails but where do I send them in a private message?

[iamnerdee]

I’m having the same issue with our Frame tv. Who can I contact for help?

[Victor Delta]

Samsung support is the obvious answer to your question. But have you tried doing a speed test using, say, speedtest.net on the TV's internet app?

[SamsungRon]

Hello and Welcome to the Community, iamnerdee! We see that you're also experiencing wi-fi issues with your Frame TV, and we certainly want to help get this resolved.

With the TV is the TV not connecting to the Wi-fi at all or is the wi-fi connection just slow/lagging?

If the TV is not connecting at all, you can try connecting your TV to a cell phone's hotspot to see if the TV connects on the hotspot or an ethernet cable between the router and the TV can be used to see if a connection can be made.

Here is a guide that goes into more detail for diagnosing and troubleshooting wi-fi issues:
http://www.samsung.com/us/support/troubleshoot/TSG10002209/

If the internet connection is slow, we would recommend trying to reboot your router or moving the router closer or connecting via ethernet to see if a better connection is reached. If the TV is still laggy, then we would recommend a Flash Reset.

* Before starting this process, please make note of any usernames and passwords needed to log in to the TV (your Samsung account, wifi info, apps, etc., usernames and passwords) as this reset will remove this saved info. *

1. Turn on the TV.
2. Press the Power button on the bottom bezel of the TV (near the logo on the bezel) for 5 seconds - until the control menu comes up on the screen.
3. While the control menu is on the screen, press the TV's remote control for Power button for 5 seconds.
4. The TV will turn off and back on -it can take up to a minute or two.
5. The TV should start back in the Initial set up screens.

If either of the two processes above are not successful in getting your TV and wi-fi working together, then service will be needed.

To set up a service, please select your preferred option:
Online at https://www.samsung.com/us/support/service/
Contacting Customer Support at 1-800-Samsung (1-800-726-7864)
Contacting a Moderator through Private Message

This is the information you'll need handy for the above options (and please include this info if reaching out via private message).
Model Number
Serial Number
First and Last Name
Best Contact phone number
Address where the unit is located
Email address

[Victor Delta]

Just a quick postscript to this thread. I realised I could check the actual internet speed on my TV by using the Internet app and going to a speed check website, such as speedtest.net. I did this and found that, although the wifi speed on my phone, adjacent to the TV box, was 40+ Mbps, the TV itself was only receiving 10-20 Mbps.

I tried improving the situation by moving wifi extenders etc but, in the end, found the best solution was to use a powerline extender - simple and effective.

Problem solved.