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TelReed
Aspiring Contributor
341 Views
Message 1 of 11

BT iPlayer thinks the Internet is down

When I lose the Internet and it comes back up, or I reset it, the BT iPlayer gives me an error message saying that there is no Internet. It doesn't automatically recognise when the Internet connection comes back. I have to reset the YouView (Hub 5) box.  This has been happening for a few weeks, so I am assuming that the last software update has a bug in it. Please let me know if you are aware of this problem and whether there is some new software update to fix it.

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10 REPLIES 10
gomezz
Recognised Expert
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Message 2 of 11

Re: BT iPlayer thinks the Internet is down

In your position I would be more concerned about why you seem to "lose the internet" so frequently!
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TelReed
Aspiring Contributor
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Message 3 of 11

Re: BT iPlayer thinks the Internet is down

I don't lose it very often. However, sometimes I have to reset it as my wife's smartphone loses the wi-fi connection and the only way to restore it is to reset the Internet connection. Doing this before never caused an iPlayer error message saying you have no internet connection. I have used BT's Infinity Internet connection for years at 3 different addresses, and it does go down and come back every now and then
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Distinguished Guru
Distinguished Guru
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Message 4 of 11

Re: BT iPlayer thinks the Internet is down

Hi @TelReed   is it the BBC Iplayer  that is giving you an error message on the Youview box or is it the BT Player on the Youview box ?

Also if it on the Youview box are you able to play any of the other players eg All 4 or my5 or ITV Hub  ?

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TelReed
Aspiring Contributor
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Message 5 of 11

Re: BT iPlayer thinks the Internet is down

It is the Player & Apps and all show the error messahe
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Moderator
Moderator
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Message 6 of 11

Re: BT iPlayer thinks the Internet is down

Hi @TelReed  sorry you are having a problem with the Apps and Players. 

It could be a fault with your broadband service. Would you post the router stats for the Hub 5
When did the issue start?
Are you connected to the Youview box via Ethernet or powerline adapters?

Post back and let me know.

cheers
John
 

Community ModeratorJohnC
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TelReed
Aspiring Contributor
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Message 7 of 11

Re: BT iPlayer thinks the Internet is down

he Youview box is connected directly to the Ethernet.

Hub5 Stats:

 
09:46:31, 27 Apr.ath00: STA 8c:f5:a3:82:5e:86 IEEE 802.11: WiFi registration failed
09:46:31, 27 Apr.ath10: STA 8c:f5:a3:82:5e:86 IEEE 802.11: WiFi registration failed
09:45:06, 27 Apr.ath00: STA 8c:f5:a3:82:5e:86 IEEE 802.11: Client associated
09:31:22, 27 Apr.(29217.130000) Wire Lan Port 2 up
09:31:18, 27 Apr.(29213.770000) Wire Lan Port 2 down
09:27:11, 27 Apr.(28966.130000) Wire Lan Port 2 up
09:27:07, 27 Apr.(28962.570000) Wire Lan Port 2 down
09:01:46, 27 Apr.ath00: STA 74:4a:a4:76:01:f7 IEEE 802.11: Client associated
08:27:17, 27 Apr.(25372.460000) Wire Lan Port 2 up
08:27:14, 27 Apr.(25369.460000) Wire Lan Port 2 down
08:05:07, 27 Apr.ath10: STA 8c:f5:a3:82:5e:86 IEEE 802.11: Client associated
06:59:09, 27 Apr.(20084.120000) Wire Lan Port 2 up
06:59:05, 27 Apr.(20080.820000) Wire Lan Port 2 down
01:26:20, 27 Apr.( 115.350000) CWMP: session completed successfully
01:26:19, 27 Apr.( 114.430000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
01:26:11, 27 Apr.( 107.060000) NTP synchronization success!
01:26:07, 27 Apr.( 103.180000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
01:26:07, 27 Apr.( 103.180000) CWMP: Session start now. Event code(s): '1 BOOT,M Reboot,4 VALUE CHANGE'
01:26:02, 27 Apr.( 97.340000) NTP synchronization start
01:26:00, 27 Apr.( 96.040000) WAN operating mode is VDSL
01:26:00, 27 Apr.( 96.040000) Last WAN operating mode was VDSL
01:25:59, 27 Apr.( 94.980000) PPP IPCP Receive Configuration ACK
01:25:59, 27 Apr.( 94.850000) PPP IPCP Send Configuration Request
01:25:59, 27 Apr.( 94.840000) PPP IPCP Receive Configuration NAK
01:25:59, 27 Apr.( 94.690000) PPP IPCP Send Configuration ACK
01:25:59, 27 Apr.( 94.690000) PPP IPCP Receive Configuration Request
01:25:59, 27 Apr.( 94.460000) PPP IPCP Send Configuration Request
01:25:57, 27 Apr.( 93.100000) PPPoE is up -​ Down Rate=34993Kbps, Up Rate=7064Kbps; SNR Margin Down=11.0dB, Up=6.1dB
01:25:57, 27 Apr.( 93.090000) CHAP authentication successful
01:25:57, 27 Apr.( 92.950000) CHAP Receive Challenge
01:25:57, 27 Apr.( 92.800000) Starting CHAP authentication with peer
01:25:57, 27 Apr.( 92.800000) PPP LCP Receive Configuration ACK
01:25:57, 27 Apr.( 92.560000) PPP LCP Send Configuration Request
01:25:57, 27 Apr.( 92.560000) PPP LCP Receive Configuration Reject
01:25:57, 27 Apr.( 92.440000) PPP LCP Send Configuration ACK
01:25:57, 27 Apr.( 92.440000) PPP LCP Receive Configuration Request
01:25:57, 27 Apr.( 92.370000) PPP LCP Send Configuration Request
01:25:48, 27 Apr.( 83.770000) PTM over DSL is up
01:25:46, 27 Apr.( 81.780000) CWMP: session closed due to error: Could not resolve host
01:25:45, 27 Apr.( 80.660000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
01:25:45, 27 Apr.( 80.640000) CWMP: Session start now. Event code(s): '1 BOOT,M Reboot,4 VALUE CHANGE'
01:25:14, 27 Apr.( 49.660000) CWMP: session closed due to error: Could not resolve host
01:25:05, 27 Apr.( 40.720000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
01:25:05, 27 Apr.( 40.710000) CWMP: Session start now. Event code(s): '1 BOOT,M Reboot,4 VALUE CHANGE'
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Moderator
Moderator
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Message 8 of 11

Re: BT iPlayer thinks the Internet is down

Hi @TelReed  thanks for the update. I would like to look into this issue further with you. I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

cheers
John

Community ModeratorJohnC
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Carlusha
Contributor
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Message 9 of 11

Re: BT iPlayer thinks the Internet is down


@TelReedwrote:
I don't lose it very often. However, sometimes I have to reset it as my wife's smartphone loses the wi-fi connection and the only way to restore it is to reset the Internet connection. Doing this before never caused an iPlayer error message saying you have no internet connection. I have used BT's Infinity Internet connection for years at 3 different addresses, and it does go down and come back every now and then

We don't lose our internet very often either. When it does, every single item (phones, tablets, computers and TV) always re-establish connections without any intervention from us. While waiting for the experts to tackle the dropouts, you might also investigate the settings of your wife's smartphone. Who knows, you might do away with the need to have to do a manual reset of the internet connection.

I am no expert but I believe I have seen mention that knock-on effect of frequent resets of the Hub might affect your down/up speeds.

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TelReed
Aspiring Contributor
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Message 10 of 11

Re: BT iPlayer thinks the Internet is down

I have already checked my wife's smartphone settings and can see nothing wrong.

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