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Faouzi64
Beginner
776 Views
Message 1 of 15

Connection to Internet failed

hello to anyone who can help!

Youview has been working OK for 2months but 6days ago - BT sport channels were not available anymore
Status says connected
when searching for new connection - more precisely it says connected to router but not the Internet.

Tried
Ethernet cable direct from router to youview
factory reset
software reset.
rebooted modem and router many times.
gone through numerous diagnostics via the live chat.
got instructions to reset in maintenance menu...I replied saying still not working. over a week now and no reply. they've given up on me!

all other devices work...PCs, phones!
wireless, powerline adapters and wired devices all work fine - connecting to the router and accessing the Internet.


Problem
last solution offered by the help desk the visit of an engineer...
so now facing the delightfull "if its your fault it will cost you £120 from BT"

why I am worried and not happy?
Also - I'm using a WIFI bridge not bought via BT, worried BT engineer will blame that on the fault and charge me for the visit.
I'm so unsure about the nature of the problem?? connected to router but not the Internet?? I cant help thinking is there something in the settings that changed on their Own or an update of the software...
as sure as I can be that the router is fine - but I think the box is faulty but I cant risk having to pay £120 - will have to continue with no BT sport channels and on demand services so I might as well cancel subscription.

if any one can help i would be very grateful
Thanks
0 Ratings
14 REPLIES 14
licquorice
Distinguished Sage
Distinguished Sage
772 Views
Message 2 of 15

Re: Connection to Internet failed

Have you inadvertently turned off IGMP snooping on your router.
0 Ratings
Faouzi64
Beginner
766 Views
Message 3 of 15

Re: Connection to Internet failed

I don't know what it is, but I don't think so... I don't have any connection issues with my devices
0 Ratings
licquorice
Distinguished Sage
Distinguished Sage
760 Views
Message 4 of 15

Re: Connection to Internet failed

IGMP snooping is only required for tv
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Faouzi64
Beginner
755 Views
Message 5 of 15

Re: Connection to Internet failed

Can I check that?
0 Ratings
licquorice
Distinguished Sage
Distinguished Sage
746 Views
Message 6 of 15

Re: Connection to Internet failed

It will be one of the settings on your router, check the manual to find the menu option
0 Ratings
Faouzi64
Beginner
743 Views
Message 7 of 15

Re: Connection to Internet failed

Ok I will try via my hub manager
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Faouzi64
Beginner
692 Views
Message 8 of 15

Re: Connection to Internet failed

I didn't change anything, everything seems OK! However I don't really know where to look...

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licquorice
Distinguished Sage
Distinguished Sage
690 Views
Message 9 of 15

Re: Connection to Internet failed

What make and model of router is it?

0 Ratings
Faouzi64
Beginner
687 Views
Message 10 of 15

Re: Connection to Internet failed

BT SMART HUB

SI 5.0

0 Ratings