Smart Tv won’t connect to Prime or Netflix

[doncarlos45]

currently my Sony Bravia tv (1 yr old) refuses to connect to Netflix and Amazon Prime. These are Apps on the tv. Other streaming apps such as YouTube , Rakkutan tv work fine. We have performed factory resets, cleared all caches etc to no avail. Error codes indicate that the tv can’t connect to the site. 

we have also used the internet browser in the tv and this will not load up Netflix.com  other websites are fine  

Netflix is working fine on Apple TV and other iPad  / laptops so it is not an account problem  

Netflix and Prime on the tv worked fine until we changed our router / modem set up. Previously we used an integrated router / modem . Now we use a separate modem and router  

any thoughts would be appreciated  

[imjolly]

are you a btbroadband customer?

[doncarlos45]

Sorry, I should have stated that but yes I am a BT broadband customer. 

at the moment I am trying to determine whether it’s an internet issue / router/modem / or tv

using the tv browser , we can access the amazon website but cannot sign in. 

all very puzzling. 

[imjolly]

If you were able to access everything before you changed to modem/ router then that would suggest it is a problem with your modem/router setup and nothing to to do with internet connection

[doncarlos45]

That is next on our list to check.

we did note that on moving to the new modem / router set uo that we were unable to access my sons account on the PlayStation Network. This was eventually resolved by modifying the MTU figure manually. 

we now know it is not a tv issue as we have the same problem with our other smart tv

[TimCurtis]

@doncarlos45 

What is the modem/router combination you're now using?

[doncarlos45]

We are using the D7000v2 netgear nighthawk in modem only mode with an Orbi mesh system as the router

[doncarlos45]

Problem has been solved by changing MTU setting on router to 1472. 

thank you