YVM104 error

[ozsat]

Getting an error YVM104 on all apps etc on the Box Pro this morning.

The box is in IPTV mode and all channels are working fine.

Every error says the box is not connected to the Internet - the router connection is fine.

Have rebooted both several times - and still IPTV channels work but YVM104 on everything else.

Any ideas?

[FIZZYLP]

Hello @ozsat 

Because you’ve restarted your hub multiple times let’s try this instead:

1. Restart your TV box by flicking the switch on the back. Now retry to see if this has fixed the problem.
2. You may need to accept the 'Terms of Use' before you can access Catch-up and On Demand services on EE TV. Press the Home (or YouView) button, then go to Settings > Information & Reset > Terms of use > Accept.
3. Check the connection between your Hub and TV box. If you use Powerline adapters restart both adapters and check they are in sync.
4. Check your box is connected to your network. Press the Home (or YouView) button, then go to Settings > Signal & Connection > Broadband Connection. It should show “Connected” next to 'Status' and the 'Network Connection Status' is showing 'DISCONNECTED', attempt to re-connect by selecting Wired Connection from the menu, selecting NEXT and press the OK button. If the device connects, retry the service.

If you still see the error message try:

Article 1.

Article 2.

If still not resolved you may need to contact BT Tech for further investigation, find out the different ways of contacting BT HERE.

[ozsat]

The connection from the Box Pro to the hub is via Ethernet and was also the only device - WiFi is turned off.

The connection must be working for all IPTV channels to be working.

I called faults and they can see a fault on the line but can not understand why all tv is working with the box reporting no Internet. Router connection cleared after a second or two but never an Interet connection.

In the end they went for a factory reset which did not trigger the maintainance menu - but the Box Pro came back online working fine anyway (currently).

Our broadband speed has dropped by nearly 10% - but it usually does when it has been raining heavy.

So we are now working again but with a lower broadband speed and a fault still being seen by BT.

Last couple of times we had broadband isses the cabinet was fould to be dripping water on the connections following rain.

Qube visit booked and I suspect the issue will again be water in the cabinet.

[FIZZYLP]

Hello Again @ozsat 

Glad to here the Factory Reset has worked on the TV Box.

Thats good that BT have identified a fault with your broadband service.

Unfortunately Qube GB engineers are internal engineers only and cannot work on external networks and don’t have permission to do so, this engineer will request BT to book an Openreach Network Specialist Faults Investigator if the internal engineer believes it requires an external engineer to attend.

[zulu17]

As you are in IP mode I wonder whether it is possible that bandwidth required to provide two Multicast streams has effectively been grabbed first and subsequently  the box apps experienced a problem when they tried to use remaining bandwidth.  Youview error codes are often not precise enough to specifically identify root of problems . Suspect that NO might really mean anything from zero to not enough or even Not reliable enough.

Also the YVM104 error is  Service Unavailable rather than specifically No internet available [although all the help advice seems to get people to check their internet)

[ozsat]

I know it will need OR to get in the cabinet - but the CS scripts take priority over knowledge of the issues we have here.

The Factory Reset didn't actually happen as it skipped over the expected menu.

Thank you for you help.

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@FIZZYLPwrote:

Hello Again @ozsat 

Glad to here the Factory Reset has worked on the TV Box.

Thats good that BT have identified a fault with your broadband service.

Unfortunately Qube GB engineers are internal engineers only and cannot work on external networks and don’t have permission to do so, this engineer will request BT to book an Openreach Network Specialist Faults Investigator if the internal engineer believes it requires an external engineer to attend.

---

[ozsat]

I suspect it is 'water on the connections' (again) causing the internet issues.

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@zulu17wrote:

As you are in IP mode I wonder whether it is possible that bandwidth required to provide two Multicast streams has effectively been grabbed first and subsequently  the box apps experienced a problem when they tried to use remaining bandwidth.  Youview error codes are often not precise enough to specifically identify root of problems . Suspect that NO might really mean anything from zero to not enough or even Not reliable enough.

Also the YVM104 error is  Service Unavailable rather than specifically No internet available [although all the help advice seems to get people to check their internet)

---

[ozsat]

This has now been passed into OpenReach to look into - I still think it will be water in the cabinet or a dodgy connection there.

[zulu17]

If customer Services identified a line fault they should have acted upon that straight away and not gone down the box reset and Qube route.

[ozsat]

OR could not find the issue and the speed was back to 52M after a resync  -  today it is back down to 24M.

BT now want to replace the hub (again) - will be number 5.