Defective Ethernet Component on Apple TV 4K

[mllattanzi]

I'm a loyal Apple product owner for over 30yrs and have owned an Apple TV 4K for alittle over 2 years. Suddenly yesterday for no apparent reason, the ethernet component stops working. My Apple TV has to be connected to ethernet because the in-house wi-fi coverage is poor.

I read through the online communities and tried everything to troubleshoot the problem myself - connected to wifi to confirm it works (it did), updated the OS, switched locations and connections with an Apple TV in another room (TV, HDMI, ethernet cable), connected directly to the cable modem using a new ethernet cable, and completed a full factory reset/upgrade. Nothing worked so I called Apple Support just to see if they might have a solution.

As suspected, Apple Support concluded it was a problem with the ethernet component but would not accept responsibility for a defective component. They said the problem is not covered by any available warranties and could only offer a repair/replace option. Taking that offer will cost $149 and I'm required to pack up the device and send to Apple for repair, it could take over a week (at best) to get it back.

My first issue is how can a component as critical as ethernet go out on an Apple TV and then Apple says "sorry, you'll have to buy another one"?!! Connectivity is a fundamental function of the Apple TV, it's worthless without it. One would think that all components supporting connectivity would be the most tested and durable as compared to the other components. Not so with this product!

Second issue is the cost and time to replace. Why should I pay nearly the same price as a new unit for a repaired unit and wait a week or more? I can literally order a new one from an online retailer, get it here within 2 days and it will have a new warranty!

I can't go to work and I'm stuck at home with COVID shelter in place and now my favorite source of entertainment goes out because Apple decided to take the cheapest option on a critical component!!

So very disappointed, looks like Apple has lost it's customer-first mantra and is becoming the same as all the other profit-first companies. Thought there was something special with this company...guess not anymore.

 

[waw74]

just as a couple notes.
none of these will directly fix the broken ethernet, but might help you otherwise.

when plugging something different into your modem, make sure you power cycle the modem, as a lot of the time, modems will only talk to the first device they see on power-up. If you plug in a different device, you'll get link lights, but no data will pass.

Look at the new mesh routers. you might be able to improve your wi-fi

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www.cnet.com

another option is power line networking,
you get a box, it plugs into an outlet by your router, it also gets an ethernet cable from your router.
In the other room, you plug a second box, it connects to the first over the powerlines in your home. The "second box" comes in various configurations, with wifi and/or hard wired ports.

Price-wise both of these range from about the same as a new aTV to 2 to times as much, but you get the advantage of improving the wifi for your other devices.

----
the aTV isn't very "fixable." Just guessing here, but they will probably install an entire new logic card and toss yours in the trash, To unsolder and re-solder a new ethernet jack is delicate and time consuming work to avoid damaging other components on the card or the card itself.

If they made the jack removable, it would up the per-unit cost, as the socket costs money. if the socket costs 1/2 cent. but only fails once every 10 thousand units, It's cheaper to trash the one board than to spend $5,000 on the sockets.
not to mention the space requirements.

 

[techwarrior]

Plug something else, a PC or Mac, into the cable to test the connection. If it fails, try another cable and port on the router or switch the cable connects to. Rule out issues with other equipment before you assume it is an issue with ATV.

 

[Audit13]

Components can and do fail.

There may be other factors involved that are beyond Apple's control such as power spikes, heat, etc.

I had an Apple TV3's WiFi chip about 3.5 years after I got it. There was a replacement program but I missed the replacement time window and that's on me. It has no WiFi but it works over Ethernet.

I have two Apple TV 4K and I've never used Ethernet for either unit because it's WiFi functionality has been perfect.

 

[mllattanzi]

Plug something else, a PC or Mac, into the cable to test the connection. If it fails, try another cable and port on the router or switch the cable connects to. Rule out issues with other equipment before you assume it is an issue with ATV.

Thanks for the feedback, I've tried all the steps you mentioned. Definitely not the router, switch or cables...it's clearly the ethernet port on the ATV 4K.

 

[PDANZ]

I'm a loyal Apple product owner for over 30yrs and have owned an Apple TV 4K for alittle over 2 years. Suddenly yesterday for no apparent reason, the ethernet component stops working. My Apple TV has to be connected to ethernet because the in-house wi-fi coverage is poor.

I read through the online communities and tried everything to troubleshoot the problem myself - connected to wifi to confirm it works (it did), updated the OS, switched locations and connections with an Apple TV in another room (TV, HDMI, ethernet cable), connected directly to the cable modem using a new ethernet cable, and completed a full factory reset/upgrade. Nothing worked so I called Apple Support just to see if they might have a solution.

I have the exact same issue. Ethernet component is gone. Can not even see Ethernet as an option in any of the menus. It is totally dead.

Had the unit less than 1 year. No warranty offered.

 

[HDFan]

Had the unit less than 1 year. No warranty offered.

Huh? Apple normally has a 1 year warranty.

My first issue is how can a component as critical as ethernet go out on an Apple TV and then Apple says "sorry, you'll have to buy another one"?!!

Components fail. I had a thunderbolt port fail on a NAS that is several times the cost of an Apple TV. There have not been a lot of reports of ethernet port failures. Just bad luck.

Second issue is the cost and time to replace. Why should I pay nearly the same price as a new unit for a repaired unit and wait a week or more? I can literally order a new one from an online retailer, get it here within 2 days and it will have a new warranty!

That's not just an issue with Apple, but with a lot of lower priced components. The costs to repair the items are greater than those to replace it. Shipping, insurance, cost of parts, labor make repairs expensive anywhere, although Apple is probably at the high end of the price range. That's the purpose of AppleCare. Actually a week lead time isn't bad. I had some camera repairs that took a month.

 

[sundialsoft]

Your apple tv 4k has a fault out-with the guarantee period. Apple are responding in the same way as any other company would. Apple do offer 'Apple Care' which I don't normally opt for but I'm aware it's available. Some retailers offer longer guarantees so it's worth looking for that sort of offer.

There are rumours of a new Apple TV quite soon so may be worth making do until that's released.

 

[betasp]

My first issue is how can a component as critical as ethernet go out on an Apple TV and then Apple says "sorry, you'll have to buy another one"?!! Connectivity is a fundamental function of the Apple TV, it's worthless without it. One would think that all components supporting connectivity would be the most tested and durable as compared to the other...

Do you realize Cisco has Ethernet ports fail (all the #%%#! time)? While I understand your frustration, there will be a certain failure rate. Let’s look at other devices critical parts that can fail...

Car engines can die.
Oven elements can fail.
Bike cranks can bend.
Vacuum motors fail.
Home circuit breakers fail
I could do this all day. Bottom line is that many products are tested thoroughly and yet they can fail. It sucks, but if everyone had an expectation of perfection we wouldn’t even have roofs over our head.