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sm43
Beginner
830 Views
Message 1 of 11

Sky on-demand causing Disconnections

Hi All,

For a while now, I've been experiencing an issue whereby my BT Smart Hub disconnects when trying to download content via Sky On-Demand/Catch-Up.

The way the issue manifests is that the programme will start to download, then after a few minutes, the lights on the router go flashing orange/solid orange, before eventually turning blue.  This repeats frequently as the programme downloads.  

The Sky Box is connected to the router via LAN.  The only other time this has happened is when the TV was connected via LAN, and I tried to stream shows via Netflix.  It doesn't happen when the TV is connected via WIFI.

I should also point out that the issue only started happening after I experienced a power cut.

Any Suggestions?

Thanks in advance

 

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10 REPLIES 10
Keith_Beddoe
Distinguished Sage
Distinguished Sage
826 Views
Message 2 of 11

Re: Sky on-demand causing Disconnections

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PaddyB
Moderator
Moderator
786 Views
Message 3 of 11

Re: Sky on-demand causing Disconnections

Hi @sm43,

Please can you try the steps as suggested by @Keith_Beddoe and post back and let us know if that has resolved the issue?

Thanks

PaddyB

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sm43
Beginner
774 Views
Message 4 of 11

Re: Sky on-demand causing Disconnections

Thanks,

I'd previously tried factory resets, and always ensure Smart Setup is switched off (most annoying feature of the Hub).  Usually works for a short while, and then the issue starts cropping up again.

Anyway, I've done as you suggest, and it seems to work for now.  I'll monitor over the next few days, and mark as accepted/update post as appropriate.

Cheers

 

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PaddyB
Moderator
Moderator
769 Views
Message 5 of 11

Re: Sky on-demand causing Disconnections

Hi @sm43,

Thank you for posting back. If the problem returns it might be worth while trying a different Ethernet port on the hub and cable.

Thanks

PaddyB

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sm43
Beginner
736 Views
Message 6 of 11

Re: Sky on-demand causing Disconnections

Hi, The issue has cropped up again. Have tried different cables/ports and carried out factory resets each time. Any other suggestions? Thanks, sm43
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NeilO
Moderator
Moderator
721 Views
Message 7 of 11

Re: Sky on-demand causing Disconnections

@sm43 I'm sorry to see you're still experiencing issues, we could try a replacement Hub if its under warranty.  I'll send you a Private Message with info on how to get in touch with the mod team.

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StephanieG
Community Manager - Retired
693 Views
Message 8 of 11

Re: Sky on-demand causing Disconnections

Hi @sm43 thanks for taking my call 🙂 I have arranged for a replacement Hub, I'll catch up with you next week to see how you're getting on.

Thanks

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StephanieG
Community Manager - Retired
665 Views
Message 9 of 11

Re: Sky on-demand causing Disconnections

Hi @sm43 thanks for taking my call last night.

As you had just connected the Hub, we've agreed for me to give you another call next Tuesday so you can have a few days to check if the problem persists. I'll speak to you then 🙂

Thanks

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StephanieG
Community Manager - Retired
640 Views
Message 10 of 11

Re: Sky on-demand causing Disconnections

Morning @sm43 I just tried calling you there, I left a voice mail.

How have you been getting on with the new Hub? Is the issue still there or has there been an improvement or change at all?

Thanks

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