Specific service request
Start with the exact situation.
Troubleshooting devices that drop offline is handled as part of Home Network & Smart Device Setup. Home network and smart device setup for connected televisions, speakers, cameras, hubs and household technology. This page keeps that request separate from the other service options so the first conversation can focus on the relevant property, equipment and symptoms.
What needs to be checked
The following factors help determine whether this request is an equipment, access, cabling, signal, network or configuration matter.
Separate network and device faults
A device that appears offline can be affected by Wi-Fi coverage, account access, firmware or the product itself.
Secure handover
Passwords, account ownership, update settings and user access should be clear when setup is completed.
What to include with your enquiry
Provide the details below together with a plain description of this specific request.