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Rebooting new Pro box

MKC101 — Tue, 29 Aug 2023 20:32:47 GMT

Had new Bt pro box installed recently and set to IP mode however I have to reset it every other day. It keeps saying internet connection issue but I still have Wi-Fi through the house. Rebooting router has no effect only rebooting Probox works.
any ideas?

cheers MKC101

Re: Rebooting new Pro box

JohnC2 — Wed, 30 Aug 2023 09:47:09 GMT

Hi @MKC101, sorry that this is happening with your TV package. If you're using powerline adapters have you tried resetting them?

Cheers

John

Re: Rebooting new Pro box

MKC101 — Wed, 30 Aug 2023 18:36:56 GMT

I’m not using power line adapters it’s happened again the error code is IPC6002 check connection between box and router.
connection is fine though

Re: Rebooting new Pro box

NeilO — Wed, 30 Aug 2023 18:54:11 GMT

@MKC101 is the Pro box connected to the your Smart Hub via Wifi or ethernet cable?

Thanks

Neil

Re: Rebooting new Pro box

MKC101 — Wed, 30 Aug 2023 21:00:37 GMT

Ethernet cable

Re: Rebooting new Pro box

NeilO — Thu, 31 Aug 2023 08:18:28 GMT

@MKC101 do you have a spare Ethernet cable you could try?

Neil

Re: Rebooting new Pro box

MKC101 — Sat, 02 Sep 2023 10:13:31 GMT

Thanks but that was of first things I tried. Also switch ports on router but no change

Re: Rebooting new Pro box

DavidM — Sat, 02 Sep 2023 10:17:24 GMT

Thanks for confirmin that @MKC101 . This sounds like we ned to get our specialists to take a look.

I've sent you a private message so drop me over the details and we'll take it from there.

Cheers

David

Re: Rebooting new Pro box

DavidM — Tue, 19 Sep 2023 18:29:32 GMT

Hi @MKC101

Just a quick update for the benefit of the community. I can see the engineer confirmed the box was faulty and replaced it for you which solved the problem. Post again if you have any other problems.

All the best

David