BT TV YouView box losing broadband connection

[cemany]

Have issues with our YouView box losing broadband connection several times a day. A restart of the box or unplugging is needed for it to connect again.

The setup is:

- YouView Humax model DBT2200

- BT Broadband Extender Flex

- BT Broadband Fibre 2 

Wifi connection is not a problem just the TV box losing connection.

Have tried these settings as suggested on another thread, to no avail:

IP address 192.168.1.50
Subnet Mask 255.255.255.0
Default Gateway 192.168.1.254
DNS Server 192.168.1.254

Can anyone help, please?

[JohnC2]

Hi @cemany  welcome to the forum and sorry you are having a problem with the connection to the BT TV box.

Are you able to connect the box to the Hub via Ethernet and see if the problem still happens?

cheers

John

[cemany]

Hi @JohnC2,

Had to get a very long ethernet cable to test it out as the equipment is in different parts of the house. Is intermittent with a cable as well.

When internet connection is lost, the YouView box needs rebooting for the internet connection to be picked back up again. The time it takes for the connection to be re-established is 2-5 min. Should add that it's only the YouView box that looses internet connection, all other devices are continuing to use the internet at the same time as the YouView box isn't.

Thanks,

Magnus

[PaddyB]

Hi @cemany,

Thank you for posting back and for testing that with an ethernet cable. If you're still seeing the BT TV box lose connections while other devices remain connected then it sounds like it could be a fault with the BT TV box. The last thing you could try before replacing the box would be a factory reset. 

You can find the steps here - How to reset my BT TV box

Please give that a try and let me know how you get on?

Thanks

Paddy

[cemany]

Hi @PaddyB,

Factory reset has not helped, rather caused additional issues. Some apps don't load at all now, prime video and NowTV just go to loading screen and the quit without loading. While Netflix and BBC iPlayer seem to work ok.

Can you advise what next steps would be, please?

Thanks

[NeilO]

Hi @cemany I'm sorry about that, can you try updating the apps. Settings > Software Information > Update players and apps.

If that doesn't help get in touch with the TV Faults team on 0800 800 150 as they may need to sort you with a new box. 

[cemany]

Thanks @Neil0, all apps are up to date so will call TV fault team.