Apps unavailable

[Annie44]

Recently I am getting the message that apps are unavailable and there is no broadband connection to my YouView box.

I have restarted the hub, restarted the box, I connect using Powerline adapters and I have unplugged both placed them next to each other near the hub then moved the one for the box back again. Nothing has worked.

My broadband is working everywhere else and when I turn my box off I can receive Netflix through the tv, but not through the box.

I am at a loss what to try next, I would be grateful for some advice, thanks.

[gg30340]

Does any device work when using the power line adapters or have you not tested them?

[Annie44]

The tv is working, I have the guide and I can record programmes, just the apps are unavailable 

[zulu17]

Hi @Annie44 

Do you have a current EETV package or are you simply viewing/recording the Freeview channels via an aerial connection. In you have an EETV subscription are you able to watch any of the EE TV subscription channels from the EPG (guide) . These would be the channels in the 300-525 range ?

[Annie44]

Those channels on the guide say no information available 

[Michael_D]

Are you able to watch any of those channels @Annie44?

If not, what error do you see?

I know you mentioned that you'd restarted the hub and TV box, but have you tried to do a factory reset?

Michael

[Annie44]

The error message reads

EE TV Preview is unavailable 

Please check your box and router are connected,

then restart the router. For more visit:

bt.com/tverrors and search YVM102.

I have not tried factory reset on my hub, is there anything I need to know before I try it?

[zulu17]

@Annie44  It looks like your box is not currently  connecting to the Youview/EETV servers , ie you are not getting the EPG from Youview  and not able to activate the apps. In the absence  of a successful  Youview connection  the box EPG will default  to the Freeview  programme  data received  via the aerial reception, so effectively currently  functioning  as a Freeview recorder.  I speculate that this apparent  failure  to connect  to Youview  servers is due either to a genuine lack of connection  or possibly if you have a connection  the IP address you have currently is not recognised  as a UK one by Youview which has happened in the past if IP address  lists are out of date. 

[Michael_D]

There are some handy troubleshooting steps when you enter the error code that is displayed on our TV help pages, some of which you've already mentioned trying. I'd also check to see if there is a software update for the box in the settings.

If that still doesn't help, I'd recommend speaking to our TV team before doing the factory reset (it may be something they ask you to try anyway) so they can look at it further for you. 

Michael

[Annie44]

Thanks for your reply I think the problem might be the extender plugs, one plug will only flash green on power. I have tried to link them but that plug stays the same. I have extender 500. Am I able to receive replacements or do I have to buy them? Also is replacing the 500’s the best thing or are there better alternatives now? I have had them a long time. Your advice would be appreciated