Question:

What should we do when a customer faces issues accessing Smart Hub and their TV fails to connect to the network on D/E/F/H models?

Answer:

Acknowledge the issue and inform the customer that HQ Servers Team is investigating the cause.

Provide a temporary solution by suggesting the customer manually changes the DNS to either 8.8.8.8 or 208.67.222.222.

Explain that even if the TV displays 'not connected to network', obtaining an RM PIN code allows an RM Agent to conduct an RM session and change DNS settings.

Verify whether the customer can obtain the RM PIN code and establish a network connection.

Transfer the call to RM (Remote Management) if required, after confirming the PIN's availability.

Terms:

DNS: Domain Name System (how computers find each other on the internet).

RM: Remote Management (a way to control devices from a distance).

PIN: Personal Identification Number (a secret code to protect access to a device or service).

HQ: Headquarters (the main office of a company or organization).