This topic

YVM104 error

ozsat — Thu, 04 Jan 2024 09:11:01 GMT

Getting an error YVM104 on all apps etc on the Box Pro this morning.

The box is in IPTV mode and all channels are working fine.

Every error says the box is not connected to the Internet - the router connection is fine.

Have rebooted both several times - and still IPTV channels work but YVM104 on everything else.

Any ideas?

Re: YVM104 error

FIZZYLP — Thu, 04 Jan 2024 09:48:18 GMT

Hello @ozsat

Because you’ve restarted your hub multiple times let’s try this instead:

Restart your TV box by flicking the switch on the back. Now retry to see if this has fixed the problem.
You may need to accept the 'Terms of Use' before you can access Catch-up and On Demand services on EE TV. Press the Home (or YouView) button, then go to Settings > Information & Reset > Terms of use > Accept.
Check the connection between your Hub and TV box. If you use Powerline adapters restart both adapters and check they are in sync.
Check your box is connected to your network. Press the Home (or YouView) button, then go to Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to 'Status' and the 'Network Connection Status' is showing 'DISCONNECTED', attempt to re-connect by selecting Wired Connection from the menu, selecting NEXT and press the OK button. If the device connects, retry the service.

If you still see the error message try:

Article 1.

Article 2.

If still not resolved you may need to contact BT Tech for further investigation, find out the different ways of contacting BT HERE.

Re: YVM104 error

ozsat — Thu, 04 Jan 2024 09:59:52 GMT

The connection from the Box Pro to the hub is via Ethernet and was also the only device - WiFi is turned off.

The connection must be working for all IPTV channels to be working.

I called faults and they can see a fault on the line but can not understand why all tv is working with the box reporting no Internet. Router connection cleared after a second or two but never an Interet connection.

In the end they went for a factory reset which did not trigger the maintainance menu - but the Box Pro came back online working fine anyway (currently).

Our broadband speed has dropped by nearly 10% - but it usually does when it has been raining heavy.

So we are now working again but with a lower broadband speed and a fault still being seen by BT.

Last couple of times we had broadband isses the cabinet was fould to be dripping water on the connections following rain.

Qube visit booked and I suspect the issue will again be water in the cabinet.

Re: YVM104 error

FIZZYLP — Thu, 04 Jan 2024 10:45:15 GMT

Hello Again @ozsat

Glad to here the Factory Reset has worked on the TV Box.

Thats good that BT have identified a fault with your broadband service.

Unfortunately Qube GB engineers are internal engineers only and cannot work on external networks and don’t have permission to do so, this engineer will request BT to book an Openreach Network Specialist Faults Investigator if the internal engineer believes it requires an external engineer to attend.

Re: YVM104 error

zulu17 — Thu, 04 Jan 2024 11:26:04 GMT

As you are in IP mode I wonder whether it is possible that bandwidth required to provide two Multicast streams has effectively been grabbed first and subsequently the box apps experienced a problem when they tried to use remaining bandwidth. Youview error codes are often not precise enough to specifically identify root of problems . Suspect that NO might really mean anything from zero to not enough or even Not reliable enough.

Also the YVM104 error is Service Unavailable rather than specifically No internet available [although all the help advice seems to get people to check their internet)

Re: YVM104 error

ozsat — Thu, 04 Jan 2024 12:25:29 GMT

I know it will need OR to get in the cabinet - but the CS scripts take priority over knowledge of the issues we have here.

The Factory Reset didn't actually happen as it skipped over the expected menu.

Thank you for you help.

@FIZZYLPwrote:
Hello Again @ozsat
Glad to here the Factory Reset has worked on the TV Box.
Thats good that BT have identified a fault with your broadband service.
Unfortunately Qube GB engineers are internal engineers only and cannot work on external networks and don’t have permission to do so, this engineer will request BT to book an Openreach Network Specialist Faults Investigator if the internal engineer believes it requires an external engineer to attend.

Re: YVM104 error

ozsat — Thu, 04 Jan 2024 12:26:36 GMT

I suspect it is 'water on the connections' (again) causing the internet issues.

@zulu17wrote:
As you are in IP mode I wonder whether it is possible that bandwidth required to provide two Multicast streams has effectively been grabbed first and subsequently the box apps experienced a problem when they tried to use remaining bandwidth. Youview error codes are often not precise enough to specifically identify root of problems . Suspect that NO might really mean anything from zero to not enough or even Not reliable enough.
Also the YVM104 error is Service Unavailable rather than specifically No internet available [although all the help advice seems to get people to check their internet)

Re: YVM104 error

ozsat — Sat, 06 Jan 2024 11:27:53 GMT

This has now been passed into OpenReach to look into - I still think it will be water in the cabinet or a dodgy connection there.

Re: YVM104 error

zulu17 — Sat, 06 Jan 2024 13:55:50 GMT

If customer Services identified a line fault they should have acted upon that straight away and not gone down the box reset and Qube route.

Re: YVM104 error

ozsat — Fri, 12 Jan 2024 16:38:37 GMT

OR could not find the issue and the speed was back to 52M after a resync - today it is back down to 24M.

BT now want to replace the hub (again) - will be number 5.

Re: YVM104 error

ozsat — Sun, 21 Jan 2024 09:45:53 GMT

Another Smart Hub 2 installed on 18th Jan - speed 52M download.

All OK until this morning when it was down to 24M - called BT and told I need a Qube visit.

After going through cancellations - which you should not need to do - a higher level OR visit now booked in.

After I started the call I opened the curtains to discover it had been raining overnight.

Re: YVM104 error

Midnight_Voice — Sun, 21 Jan 2024 10:57:52 GMT

@ozsat

YVM104 isn’t ’No Internet’, it is ‘cannot load that service at this time’. So it’s more fine-grained than ‘no internet’, though that would certainly cause this error.

But you can certainly have the internet still working, for many things, and still get YVM104.

It does sound like water in the cabinet, though. While fibre should be impervious to water, unlike copper, I guess there are still copper things in there, like relays and amplifiers, dragging your connection down 😢

Re: YVM104 error

ozsat — Tue, 23 Jan 2024 15:33:39 GMT

OR visited and find no issues at all - again. They try to explain to BT that the issue is NOT with the data rate dropping but the broadband throughput dropping.

They say that water in a connection somewher would show the data rate changing - that is always constant within a couple of meg. Broadband currently dropping by a 20+Mbps each time - one a day (overnight). Has been a 24Mbps drop each time this week.

BT guy told the OR tech that the issue is because the customer has turned off the Wifi on the Hub. Would not except the fact that BT said to switch the Wifi off to ensure it isn't a device do a rogue connection via wifi.

BT then said the issue is a faulty Box Pro and are replacing it. Ignoring the fact the broadband speed drops with the Box Pro switched off and being unplugged from router.

Re: YVM104 error

ozsat — Sat, 03 Feb 2024 10:23:49 GMT

BT replaced all the connected kit in the house and all was good for five days - new Hub and tv box - cables etc.

But issue is now back with a nightly broadband drop (data rate stays fine).

Re: YVM104 error

ozsat — Wed, 28 Feb 2024 06:05:57 GMT

This is ongoing - but the YVM104 error has not reappeared.

Yesterday OR visited again and confirmed the DR was fine at 58Mpbs down - and also confirmed that he was seeing the broadband download throttled at 23Mpbs on his own device. This cleared back to 51Mpbs on a router reboot.

He removed all devices (including tv box) so his was the only one - and still fixed at 23Mpbs.

He did a 'lift and shift' and I was then getting the expected 51Mpobs downooad. He said the card I was on was reporting errors and that was possible that was dropping the download speed - but agreed that a fixed drop every night is more likely to be an automated process running somewhere but perhaps relted to the card errors..

He said there were no errors at all on the new card and all should nw be good.

At 5.30am my broadband download is back down to a constant 23Mpbs. One day last week it had dropped to 14Mpbs.

BT keep closing the fault every few days say "I have told them it is faxed".

BT close my complaints after a few days without speaking to me or doing promised callbacks.

We know it is not a rougue device unless it is a inherent fault in the Box Pro - we are on number three now.

The issue occurs with only one PC connected via Ethernet and wifi disabled. But BT will not take open a fault if wifi is disabled. It also occurs with no Ethernet devices connected and just one signle wifi device.

Re: YVM104 error

elainecleveland — Tue, 11 Jun 2024 08:48:57 GMT

Screen says can’t connect to internet. All channels. Don’t understand upstairs second box working fine

Re: YVM104 error

Midnight_Voice — Tue, 11 Jun 2024 15:17:41 GMT

@elainecleveland

https://support.youview.com/youview-box/error-messages/fix-for-yvm104/

Personally, given what you describe, I would start with the router reboot, and only if that doesn’t fix it, go back to step 1 and work methodically through the steps described.