TV box not connecting to internet - error YVM102

[jmioannou]

Our BT Youview TV box is not connecting to the internet showing error YVM102. This error has been coming up intermittently, for a few minutes at a time, ever since we upgraded to Full Fibre 900, but now it seems to have gone permanently. All other devices can connect to the internet. Our TV box is the old non-recordable BT TV Box Z4 type and is connected to the router via ethernet cable.

I have tried the following:

- connecting through the Broadband menu on the TV box.

- restarting the TV box

- replacing the ethernet cable

- restarting the router

- factory resetting the router

None of this has made any difference. Does anyone have any ideas?

Thanks,

Jason

[Anonymous]

The only thing you seem to have missed is factory reset of the TV box.

https://www.bt.com/help/tv/fix-a-problem/tv-boxes/how-do-i-reset-my-bt-tv-box-

[jmioannou]

Factory reset the youview box and now I can't get through the setup sequence because it can't connect to the internet. Seems like the youview box must be faulty?

[Anonymous]

Log into the hub and turnoff smart setup then try again. 

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-

Afterthought: Have you checked the ethernet cable?

[jmioannou]

Tried disabling smart setup but still can't get beyond the broadband connection setup.

[Anonymous]

Have you checked that the ethernet cable is plugged in correctly at both ends? If it's not that then try another LAN port on the hub, perhaps switch two cables over and see if the YV box then connects OK and the other device fails.

[jmioannou]

Sorry, I should have said - I've already tried switching lan ports. The problem isn't with them.

[Anonymous]

I'm running out of ideas.

You could try logging in to the router (192.168.1.254) goto Advanced settings and My Network. Can you see the YV box in the list of devices and is the background colour Green? If not, I'd have to say the box must be faulty

[jmioannou]

I think it's probably the box. Thanks for all your help anyway.

[Alastair3]

I am having the same problem only am on a wireless connection