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Drammy1977
Beginner
6,124 Views
Message 1 of 11

YouView box keeps disconnecting from the internet

Hi all,

 

I'm having trouble with my new YouView box (new bt tv customer) frequently disconnecting (every 12 hours or so) from the internet.  

 

The box is being routed through a local switch (TP-LINK TL-SG1005D 1000 Mb/s V6 5-Port) and then via the BT packaged CAT5e cable straight into the BT Home Hub 5 router.

 

Anyone got any ideas?

 

 

Thanks,

Drammy1977

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10 REPLIES 10
Drammy1977
Beginner
6,123 Views
Message 2 of 11

Re: YouView box keeps disconnecting from the internet

Before anyone says what if you remove the switch - I bought the switch to see if that would remedy the problem. The YouView box disconnects when plugged directly into the router as well.

All other devices connected to the router work fine and stay connected (both wired and wireless).

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
6,120 Views
Message 3 of 11

Re: YouView box keeps disconnecting from the internet

What about the fact that it goes to standy after a certain time?

 

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Drammy1977
Beginner
6,116 Views
Message 4 of 11

Re: YouView box keeps disconnecting from the internet

Hey Keith,

 

I'm not too sure what you mean to be honest, but..

 

When I say it is no longer connected I mean...

 

  1. I switch the box off (switch at back) and leave it off for a minute or so.
  2. I switch it back on and turn the box on from the button at the top.
  3. I wait for load up.
  4. I can use the apps such as Netflix.
  5. Then some time later (typically later in the evening or the next morning)...
  6. I turn the box on out of standby and wait for it to load up.
  7. From then on the box is permanently disconnected from the internet and functions like Settings, MyView take a long time to load.  Internet Channels and Players & Apps are unavailable and I get YVM102 and YVM104 errors.
  8. interestingly if I manage to get into Settings I see the box thinks its connected to the internet (In network settings) but the light is off on the relevant switch port and also the home hub shows no connection on the relevant LAN port.

I then have to start from step 1 to get the Internet channels and Players & Apps back.

 

 

Hope that helps

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Keith_Beddoe
Distinguished Sage
Distinguished Sage
6,111 Views
Message 5 of 11

Re: YouView box keeps disconnecting from the internet

Have you tried factory resetting the home hub?

 

Do other devices loose Internet connectivity?

 

What about setting the box so it only goes to standby (Low ECO Mode)y, and does not totally switch off. It then takes about 10 seconds to start up, and Ethernet connectivity is maintained.

 

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Drammy1977
Beginner
6,109 Views
Message 6 of 11

Re: YouView box keeps disconnecting from the internet

All the other devices connected to the Home Hub work fine, both wired and wireless and have done for years. I'm confident the issue is not with the Home Hub.

The box is set up so I can remote record so it is already in quick load mode.
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DavidM
Moderator
Moderator
6,107 Views
Message 7 of 11

Re: YouView box keeps disconnecting from the internet

Hi Drammy1977,

 

Thanks for posting. I'm sorry you're having problems with the disconnections. Take a look at Help with YVM 102 / 104 issues and let us know how you get on.

 

Cheers

 

David

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Drammy1977
Beginner
6,104 Views
Message 8 of 11

Re: YouView box keeps disconnecting from the internet

Thanks for the reply David.

I've already run through all the trouble shooting I could find, including these error code resolutions.

Like I said - an interesting point - the YouView box says 'CONNECTED' under the network settings (auto connection) despite it definitely being disconnected.
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Drammy1977
Beginner
6,036 Views
Message 9 of 11

Re: YouView box keeps disconnecting from the internet

Perhaps someone from BT can assist?
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DavidM
Moderator
Moderator
6,033 Views
Message 10 of 11

Re: YouView box keeps disconnecting from the internet

Hi Drammy1977,

 

Thanks for confirming you’ve tried everything at your side. I’ll take a look at his for you. Can you please send over the details? You’ll get the contact the mods link in my profile.

 

Cheers

 

David

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