xbox one s

[helenw1]

hello, we have a new xbox one s that we can't install.  It finds the wifi and connects but then says Looking for updates and then fails to go any further.  We had another one that did the same but wee thought that was the console as second hand but this is a new one doing exactly the same.  So it must be a broadband issue so any ideas please.  

thanks

[Keith_Beddoe]

@helenw1 

Welcome to this user forum.

Which BT Home Hub do you have?

[helenw1]

I think we have home hub 2 - it is fairly new,  got when we moved over to halo

[Keith_Beddoe]

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@helenw1 wrote:

I think we have home hub 2 - it is fairly new,  got when we moved over to halo

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Turn off smart setup and try again.

http://bt.custhelp.com/app/answers/detail/a_id/44328/~/switching-smart-setup-on-and-off-on-the-bt-ho...

[helenw1]

Thanks for that but smart set up.is on and I can find the xbox listed. 

[Keith_Beddoe]

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@helenw1 wrote:

Thanks for that but smart set up.is on and I can find the xbox listed. 

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Turn it off, as it can cause lots of problems.

[helenw1]

thanks for that but still not working.  Have turned smart setup off