EE TV/YOUVIEW box not connecting via WiFi

[Tbaker1077]

Looking for advice our youview box lost internet connection, we’ve spent the best part of 3 hours resetting the box and router multiple times as instructed by the online chat team.

When connected directly to an Ethernet cable the box works fine, however to use the box with a cable is not an option long term. Every other device including fire sticks, a sky stream, ipads etc all work perfectly over WiFi. It had been working without any problems and I’m not sure what has happened for the connection to suddenly be lost but any advice of anything else we can try would be much appreciated. Thanks

[Peter_W]

Good morning @Tbaker1077, welcome back to the Community. 

Could you please let us know a bit more about what exactly is happening here?

Is it preventing you from connecting to your WiFi network full stop, or is this showing as connected when you go to Settings > Broadband connection?

Has anything changed with your wireless setup recently too?

Peter

[Tbaker1077]

Hi,

Thanks for your response, literally nothing has changed with the broadband. The box was working fine connecting via WiFi without any problems, the following day would not connect, it seems to stop after the router password is entered and we can see the spinning circle then just times out, both the router and box have been reset multiple times. I can also now see an error message YVM102, every other thing in the house which uses WIFI is working perfectly. 

[Peter_W]

Thanks for confirming that @Tbaker1077, I appreciate that the messaging team have recommended you try a few different resets, but there's one more thing i'd like you to try. 

Can you please power your Hub off for the wall for a minimum of two minutes, and if you have Full Fibre please make sure to power off the Openreach modem on the wall (ONT) at the same time too.

Fully power off the EE TV box at the same time, then once two minutes have passed turn these back on, and try setting up the connection again.

Peter

[Tbaker1077]

Hi, 

Tried powering everything off for 5 mins and still no joy 😞

[Peter_W]

Thanks for giving that a shot @Tbaker1077.

If you're still not having any luck here, please give our TV tech team a call, and they'll be able to take a closer look into this with you.

Keep us posted on how you get on 😊

Peter

[David_H]

Hi @Tbaker1077 I have had a quick look at your TV Box Pro and Hub and from what we can see, th ebox is successfully connected via Wifi with a signal strength of around  -47 dBm which is quite strong and reported noise level of -83dBM which is again pretty good. There are a number of other devices reported by the hub on the same Wifi channel, so it might be worth checking if any TV connection issues are more pronounced when one or more of those devices is actively used, in case there's an element of contention occurring.

thanks

David