Hi we have a Panasonic Viera TV(TX-50AX802B) and recently have had fibre to premises with a smart hub 2.
Ever since we installed fibre to premises the apps on the tv won't work it connects initially but as soon as we turn the tv off when we put it back on again it says we have no internet connection (it says 'a home network is available but connection to the internet is not possible', or 'you can connect directly with network devices but connection to the internet is not possible')
We never had this issue with the TV prior to installation of fibre to premises and the smart hub.
TV and hub has been factory reset. TV and laptops are hardwired into the hub not using wifi. Everything else works that is hard wired or using wifi just no apps on TV.
Can anyone help please?
Hi @Louroy and welcome to the community.
Just to add to @brookheather post you can find details on smart setup up at What is Smart Setup on the BT Hub? How can I turn it on and off?
Let me know how you get on.
Hi Thank you for your reply , I have already turned the Smart Set-up off and unfortunately it did not fix the problem.
Can you clarify what you mean when you say "it connects initially but as soon as we turn the tv off when we put it back on again it says we have no internet connection."
Is this what happened the first time you connected or are you able to get connected but on turning the TV off when you turn it back on it won't connect again until you do something and if so what, or is it that you get no connection at all.
I'd try manually setting the TV to have a manual IP Address ,say, 192.168.1.40 and set the DNS servers to use those provided by Google - 220.127.116.11 & 18.104.22.168.
There have been instances of Panasonic TV apps not working using BT's DNS servers but setting them manually simply overcomes that problem.
This may or may not be the issue you're experiencing as it's not too clear what exactly is happening but I'd do this anyway.
Thank you for your reply. We have tried a number of 'solutions' suggested by both the BT Fibre to premises team and the PANASONIC help desk as follows:
1. Changed Ethernet Cable
2. Factory re-set on TV
3.Factory re-set of smart hub 2
4.Up-plugging and re-plugging in all cables to (tp-link )desktop switch
5. Plugging ethernet cable directly into hub (by-passing desktop switch)
6. Manually resetting the IP address to various numbers and the DNS number to 22.214.171.124 and 126.96.36.199 as suggested by TIMCURTIS below.
After all the above solutions the apps work initially but as soon as TV is switched to standby or off it will not connect.
Any ideas of anything else we could try ? Any ideas we would be extremely grateful for Thanks.
Have you tried setting the the TV'a IP address on your Smarthub to "Always use this IP address"
If that does not work, what are the TV's network settings showing when it is connected to the Internet and working and what are they after you have turned the TV off and back on when the connection to the Internet is not working? Do the change in any way?
Have you tried connecting by wireless to see if the problem still occurs?