This topic

Youview tv box

LeeT2024 — Wed, 18 Sep 2024 19:40:27 GMT

Hi my elderly mother has the Bt youview tv box, she's had it for a while now (my father had it for football). It was working ok at the end of last season but it's now saying it's not connected to the broadband. It's connected by an Ethernet cable. Any ideas why it's saying its not connected and any ideas how to fix it. Thanks

Re: Youview tv box

Midnight_Voice — Wed, 18 Sep 2024 20:49:50 GMT

@LeeT2024

Does she still have broadband - and are other things working on it?

Does the Ethernet cable run all the way back to her router, and is it securely plugged into it?

if so, then first power cycle the router - switch it off, wait two minutes, switch it on again. (Even if everything else is working - I’ve had a router decide that one particular device shouldn’t work).

When the router is stable again, press the On/Standby button on the YouView box for just over 8 seconds, and let the box soft reboot. It won’t lose any settings or recordings, but it will refresh the software in the box from a backup copy it holds.

This should cure it, but if not, can you isolate the issue, by getting a laptop, turning off its WiFi, plugging the Ethernet cable into the laptop, and seeing if you can browse the web?

If you can, the box is the problem; come back for more advice. If not, the Ethernet cable or the router is the problem; one for BT to address

Re: Youview tv box

Anonymous — Wed, 18 Sep 2024 21:13:04 GMT

Is it one of these?

https://community.bt.com/t5/EE-TV-YouView/Support-for-old-BT-TV-YouView-box-to-be-withdrawn/m-p/2347647

Re: Youview tv box

LeeT2024 — Wed, 18 Sep 2024 21:14:06 GMT

No it's the really small mini box

Re: Youview tv box

Peter_W — Thu, 19 Sep 2024 09:24:55 GMT

Thanks for confirming that @LeeT2024.

Welcome to the BT Community forums too!

Is the box your mother is using one that can take an aerial, or is this one of the ones that receives its channels purely over the internet?

If you have an image please feel free to pop one up.

Also have you had a chance to try the steps that @Midnight_Voice mentioned earlier in this thread? 😊

Re: Youview tv box

GarethPrice — Thu, 19 Sep 2024 13:03:28 GMT

“she's had it for a while now (my father had it for football)” and “it’s the really small mini box”

Could be the Z4 box?

Re: Youview tv box

LeeT2024 — Thu, 19 Sep 2024 13:05:20 GMT

Yes it's that box

Re: Youview tv box

Peter_W — Thu, 19 Sep 2024 13:08:00 GMT

Thanks for confirming that @LeeT2024.

Is it just the online features that aren't working, or are you unable to get any channels full stop?

Have you tried fully restarting your router, followed by the box itself as recommended too?

Peter

Re: Youview tv box

LeeT2024 — Thu, 19 Sep 2024 18:10:45 GMT

It's saying its not connected to the broadband, so no channels. I've restarted both the box and hub, but it keeps saying the same thing

Re: Youview tv box

Anonymous — Thu, 19 Sep 2024 19:25:01 GMT

There are two very small LEDs on the Z4 ethernet socket. As you look at it, the RHS should be lit permanently indicating a physical connection. The LHS should flash with network traffic.

If the RHS isn't lit then try another cable & a different port on the router.

But this box is ancient now & wasn't very good when it was new.

Re: Youview tv box

Weerab1983 — Mon, 23 Sep 2024 08:45:11 GMT

If its an older box, it could just be on its way out.