This topic

My BT TV Box loses connection every night

Cheesehead — Fri, 24 Nov 2023 17:12:20 GMT

Every day when switching on my TV box, it has no connection to the internet and i need to remove and reattach the cable linking it to the BT Hub. It is then fine until the next day. It has been like this since we've had it (Dec 22) and had a few people look into it but with no soulution. Please help and advise peoples. Thanks.

Re: My BT TV Box loses connection every night

JohnC2 — Fri, 24 Nov 2023 20:27:21 GMT

Hi @Cheesehead, welcome to the forum and thanks for your post. Sorry you're having this issue.

Have you tried changing the lead to see if the issue persists?

Cheers

John

Re: My BT TV Box loses connection every night

Cheesehead — Mon, 27 Nov 2023 15:15:14 GMT

Hi. Yeah, tried that a few times, no luck,

Re: My BT TV Box loses connection every night

David_H — Mon, 27 Nov 2023 16:24:20 GMT

Hi @Cheesehead what type of box do you have and is it directly connected to the hub?

If you see any any error codes it would be useful to know which ones.

Errors such as YVM102 indicate the box can't see the Hub at all, while with a YVM104, then the hub is there but for some reason the box can't see beyond it which it needs to do to get streaming services and the extra TV channels.

I'll drop you a line to get some more info and to see if we can work out what might be causing the issue.

thanks

David

Re: My BT TV Box loses connection every night

Cheesehead — Tue, 28 Nov 2023 11:27:28 GMT

Thank you, will get the info for you later today.

Re: My BT TV Box loses connection every night

Cheesehead — Fri, 30 Aug 2024 11:05:40 GMT

Hi All. The problem is back, and if I'm honest it never really went away for long. Almost every time I turn the box on, there is nothing and i need to disconnect and reconnect the cable at the hub.

I have tried different ports, cables and so on but the problem persists.

This will be the reason I do not renew my contract at the end of the year, it is so frustrating.

Any help will be gratefully received (again)

Re: My BT TV Box loses connection every night

Midnight_Voice — Fri, 30 Aug 2024 11:53:16 GMT

@Cheesehead

Does everything else in the house remain connected to the router OK, and it’s just the TV box that doesn’t?

Is anything else in the house wired by Ethernet to the router, or just this TV box? If not, can you try wiring something else by Ethernet, to see if that gets the issue also?

Have you got a direct Ethernet connection TV box to router, or are you using PowerLine adapters?

Have you been advised to reboot or reset the TV box?

Have you been offered a replacement TV box and/or router?

What was the info that you sent in November 2023, at least whatever of it could reasonably be made public?

There is all sorts of advice that could be offered if this was a new problem you had just had, but as it has been ongoing so long we really need a list of what has been tried, so we don’t just repeat suggestions which have failed in the past 😢

Re: My BT TV Box loses connection every night

Cheesehead — Fri, 30 Aug 2024 12:01:20 GMT

Hi, thanks for the reply

in answer:

Everything else is connected fine and never loses connection. Just the TV box.

The only other thing I have connected is a Deco nest system as my signal is weak upstairs but this is also fine and never loses connection (if it does it must reconnect automatically as I've never noticed it going off) Everything else is Wireless, just the TV box is on Ethernet connection. Will connect my laptop later and see what happens.

It's a direct Ethernet connection TV box to router.

Always advised to reboot the box, check upgrades etc

Have not been offered a replacement TV box and/or router.

Only info I've sent before is box serial number as far as i can recall anyway.

Thanks for the help

Re: My BT TV Box loses connection every night

Midnight_Voice — Fri, 30 Aug 2024 13:02:36 GMT

@Cheesehead

While it’s connected, go into Settings/Broadband Connection/Advanced on the TV box, and make a note of each IP address and other values there.

Next time it happens, before doing anything else, go into Settings/Broadband Connection on the TV box, and see if it thinks you are connected, and have an IP address or not.

Then go into Advanced, Edit Connection, try Automatic and see if you can connect; if not, go into Manual, set the values you made a note of above, and see if that remakes the connection.

And report back.

We once had a Samsung TV that wouldn’t retain automatic connection settings; Samsung couldn’t help, but we found that if we set the details manually, it would retain them. So we never sent it back…

Not that you necessarily have that exact same issue, but the results of the above suggested course of action may be illuminating.

Re: My BT TV Box loses connection every night

Cheesehead — Fri, 30 Aug 2024 14:08:40 GMT

cool, thank you, will try that and report back

Re: My BT TV Box loses connection every night

Cheesehead — Wed, 20 Nov 2024 17:35:39 GMT

sorry, took a while. IP addresses all present, wired connection but i have a IPC6011 error and then a YVM104 error. won't do anything until i remove and replace the cable.

I have tried every port on the router and i have also replaced the cable, first with ones i had and then one that BT supplied after i moaned about this issue.

Will be contacted them again as this is ridiculous.

Re: My BT TV Box loses connection every night

Cheesehead — Wed, 20 Nov 2024 17:37:50 GMT

and now, while on this forum i have an IPC 6023 error come up while watching TV, meaning i am again not watching TV

Re: My BT TV Box loses connection every night

Anonymous — Wed, 20 Nov 2024 19:29:30 GMT

Using the steps mentioned by @Midnight_Voice previously, set a manual/static IP address. All you need to change here is the last three digits of the primary address to something below 64. So 192.168.10 for example. That will then rule out any DHCP issues. Although it does sound rather like the box is faulty.

Re: My BT TV Box loses connection every night

Anonymous — Wed, 20 Nov 2024 19:37:46 GMT

You haven't said which box it is but if it was supplied BT in late 2022, should be a Pro Box, unless it was a replacement?

If it is the Pro Box, have you tried WiFi? Previous boxes don't support WiFi.

Re: My BT TV Box loses connection every night

Cheesehead — Wed, 20 Nov 2024 19:41:37 GMT

thanks. i have tried all of this with no luck.
i'm currently on a chat with BT but they don't seem to be able to do or suggest anything new, it's all diagnostic this and reset that

Re: My BT TV Box loses connection every night

Cheesehead — Wed, 20 Nov 2024 19:43:00 GMT

hi. it is a pro box and no i haven't tried wifi, i'll do this. for some reason it did not even occur to me. cheers

Re: My BT TV Box loses connection every night

Anonymous — Wed, 20 Nov 2024 20:51:04 GMT

Note that you have to physically unplug the ethernet cable before the Pro Box will allow a WiFi connection.

Re: My BT TV Box loses connection every night

Cheesehead — Wed, 20 Nov 2024 20:55:11 GMT

yup. done that now. worse. so much worse. apparently BT have done some bits and it should be better. we'll see