Educate customer that routers have a very limited range and the objects located between the TV and Router could be affecting the visibility
- Active interference: Active interference occurs when other electronic devices are broadcasting a wireless signal or are causing some other form of electromagnetic interference. Common causes of active interference are microwaves, ovens, air conditioners, CRT televisions, wireless headsets, baby monitors, other wireless networks, cordless phone systems, and wireless speakers.
- Note Many other electronic devices can also cause interference. Try to minimize any potential causes of interference by removing any electronic devices that are between your TV and your wireless router.
- Passive interference: Passive interference occurs when a wireless signal passes through objects. This causes the wireless signal to be weakened and refracted. Materials that cause passive interference include concrete, glass, lead and copper piping, insulation, mirrors, gun safes, filing cabinets, tile, and plaster. The wireless signal also degrades over distance. Interference can also occur when the console is too close to the wireless router. The ideal distance from the wireless router for the TV console is between 5 and 20 feet (clear line of site)
- Line of sight: When dealing with active or passive interference, a critical component to consider is line of sight. Draw an imaginary straight line from your router to your TV console, and try to eliminate as many points of interference as you can along that line. You can do this by turning off/disabling any devices along that line that could cause active interference. Or, you can move the console or router to minimize passive interference (Moving the devices outside of entertainment cabinets or desks can often help improve wireless signals)
Instruct the customer to relocate the TV within the same room as the router and turn off other wifi devices within the house in order to re-test connection (TV should be close enough to plug in a 10ft Ethernet (LAN) cable from the router to the TV)