Equipment (Modems,Gateways)
Modems, Gateways, and Networking Devices
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Visitor

Modem or Network possibly blocking access to Samsung TV Plus

I recently subscribed to Comcast Business (8/28).  Since the installation, my Samsung TV has been unable to stream the Samsung TV Plus channels.  They worked flawlessly with Xfinity residential.  I even had my TV connect to my cell phones hotspot and, the Samsung TV Plus channels work perfectly.  Which appears to point to Comcast Business.  However, I contacted Samsung technical support to make sure it wasn’t something on their end.  They had me perform a cold boot of my TV, they had me perform a reset of my TV, they had me perform a network reset of my TV, they had me unplug my TV for more than 20 minutes, they had me change the DNS settings on my TV to use 8.8.8.8 and they had me separate 2.4gHz and 5gHz into separate SSIDs and insure the TV is connected only to 2.4gHz.  None of these attempts corrected the problem.  Yes, my TV is connected to the internet and it can access Netflix, Amazon Prime Videos, YouTube, etc.; however, when trying to select one of the Samsung TV Plus channels, it fails to connect and gives an error about checking network settings.  Just wondering if there are any ideas on how to resolve this issue.  By the way, I did inquire with Samsung if the service uses specific ports and their response is that if the TV has access to the internet, the Samsung TV Plus service should work.

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Official Employee

Re: Modem or Network possibly blocking access to Samsung TV Plus

Hello, how are you? I hope overall your day has gone well. I am sorry to hear about the trouble getting your Samsung TV to connect to your network. It is strange you are having this issue after switching over to a business account. I have a few Samsung TVs and I have experienced a similar issue on the Samsung Smart menu. Is the Samsung TV set to obtain an IP address and DNS Server address automatically? 

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Visitor

Re: Modem or Network possibly blocking access to Samsung TV Plus

Yes, the Samsung TV is able to connect to the modem, get an IP address through DHCP and is able to get its DNS settings through DHCP.  The TV is able to view Netflix, Prime Videos, and even YouTube which demonstrate the TV's ability to connect to the network.  

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Official Employee

Re: Modem or Network possibly blocking access to Samsung TV Plus

Thanks for all the information. The more details we have the better we can serve you. Are you using a Comcast Business modem or your own equipment? If you are using a business modem are you also using any routers or firewalls behind the modem?  Since your TV will work off a hotspot I want to see what other variables are involved in your connection.

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Visitor

Re: Modem or Network possibly blocking access to Samsung TV Plus

 

Normally I have things connected wirelessly to Aruba Access Points that are then connected to the comcast business modem ; however, to try to 'debug' this issue and reduce variables, the Samsung TV is connected wirelessly directly to the comcast business modem.    

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Official Employee

Re: Modem or Network possibly blocking access to Samsung TV Plus

Let me take a closer look at the services you subscribe to. There is a chance we may need to collaborate with our advanced repair team. Are you experiencing this issue with any other devices or types of TVs? If you can send a private message we can work on your account in detail. If you can include your name exactly as it appears on your account, your full-service address, and your account number (or phone number) this would be great.

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Visitor

Re: Modem or Network possibly blocking access to Samsung TV Plus

 

I sent you a PM with the requested information.  

 

I only have the 1 smart TV.  All other computers, ipads, etc seem to be functioning on the network correctly.

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