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BT TV not connecting to internet

stresiden — Sat, 05 Dec 2020 10:05:31 GMT

2days ago my by box has refused to connect to the Internet. It is connected to my router and I can see it on the home hub interface. I have tried fixed ips and placed it into the DMZ as a test but I cannot get any connection. Any more ideas?

Due to this I cannot access any of the bt content I pay for.

Re: BT TV not connecting to internet

JohnC2 — Mon, 07 Dec 2020 09:00:07 GMT

Hi @stresiden, sorry that your BT TV box is not connecting for you. Is your BT TV box connected to the hub via Ethernet cable? If not would you be able to test with one?

Cheers

John

Re: BT TV not connecting to internet

stresiden — Mon, 07 Dec 2020 17:37:44 GMT

The box is connected to the router though a power line adapter. This is definitely working as I have tested the 2nd port with another device.

Re: BT TV not connecting to internet

Anonymous — Mon, 07 Dec 2020 18:22:22 GMT

If your hub is the SH2 then restart it (no need for factory reset)

Re: BT TV not connecting to internet

stresiden — Mon, 07 Dec 2020 19:03:19 GMT

The hub is the home hub 5 and has been reset a number of times (not factory reset). I have switched the TV box on and off at the back switch a number of times too

Re: BT TV not connecting to internet

Anonymous — Mon, 07 Dec 2020 21:54:01 GMT

Is the background colour grey or green when you view the connection in My Network in advanced settings on the hub

Re: BT TV not connecting to internet

stresiden — Tue, 08 Dec 2020 17:28:53 GMT

The background is grey.

Re: BT TV not connecting to internet

Anonymous — Tue, 08 Dec 2020 18:12:56 GMT

If the background is grey, then the box is not connected to the hub, what you can see is an historic connection.

As much as you probably don't want to, the best thing you can do is to take whatever measures necessary to make it possible to temporarily connect the box to the hub by ethernet cable.

I note that you have tested the powerline adaptor with another device but that means nothing unless the other device utilizes multicast which it probably doesn't.

Re: BT TV not connecting to internet

stresiden — Sat, 12 Dec 2020 11:18:30 GMT

I've just tried plugging tohe box direct into the router with a ethernet cable and I'm getting the exact same behaviour. Still connecting to the router but no connection to the Internet

Re: BT TV not connecting to internet

NeilO — Sat, 12 Dec 2020 11:27:50 GMT

Hi @stresiden, I'm sorry to see you're having problems with your BT TV service, I'd recommend trying a factory reset of the TV box ensuring to choose the option to keep your recordings. Post back and let us know if that helps?

Re: BT TV not connecting to internet

stresiden — Sat, 12 Dec 2020 11:39:07 GMT

Ignore the following. I just noticed the link in your previous email 😂

@NeilOHow do I choose to keep my recordings? When I select 'factory reset' it warns me that I will lose all recordings. Then I have the option of reset or don't reset.

Re: BT TV not connecting to internet

NeilO — Sat, 12 Dec 2020 11:42:38 GMT

@stresiden, no worries, if you do the reset using the buttons on the TV box rather via the remote you can keep the recordings.

Re: BT TV not connecting to internet

Anonymous — Sat, 12 Dec 2020 12:03:03 GMT

@stresidenwrote:
Ignore the following. I just noticed the link in your previous email 😂

@NeilOHow do I choose to keep my recordings? When I select 'factory reset' it warns me that I will lose all recordings. Then I have the option of reset or don't reset.

@stresiden

Follow the link supplied by @NeilO and checkout step 3

Re: BT TV not connecting to internet

stresiden — Sat, 12 Dec 2020 12:11:58 GMT

@NeilO Seems to have done the trick. Many Thanks! 😁

Re: BT TV not connecting to internet

NeilO — Sat, 12 Dec 2020 12:25:08 GMT

@stresiden no problem, I'm glad that worked