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anamariap
Aspiring Contributor
905 Views
Message 1 of 4

Broadband Connection Unavailable error even though broadband is working

Hi,

 

I've had my youview box and hub 5 for over a year now. Been working OK'ish. Yesterday, out of the blue, the Youview box stops working and keeps giving an error that it's the broadband connection is unavailable. However, the broadband is working fine (I am using it to post this message)

Things I've tried to no avail:

 

- change cable that goes from HUB to YouView box with a cable that 100% works

- reset hub

- reset YV box

- Reset to factory settings the YV box

- completely switch off everything and switch back on

- plug cable in different slots on the hub/box

- manual connection from YV box settings

 

Any ideas how to proceed? I am dreading having to deal with BT support again...

 

Thanks!

 

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3 REPLIES 3
Distinguished Guru
Distinguished Guru
872 Views
Message 2 of 4

Re: Broadband Connection Unavailable error even though broadband is working

Couple of questions

 

which Youview box model is it ? device information under settings will give you the info if you are not sure.

 

when you mention trying a manual connection -  is this using the Youview Settings > Broadband Connection > Edit  Connection 

 

is the box connecting ting and then losing connection or never connecting ?

 

have you tried connecting with no other devices connected to your hub ?

 

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Distinguished Sage
Distinguished Sage
844 Views
Message 3 of 4

Re: Broadband Connection Unavailable error even though broadband is working

Was it a full factory reset of the home hub that you did (recessed button), or did you just press the restart button?

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BT TV Expert
BT TV Expert
764 Views
Message 4 of 4

Re: Broadband Connection Unavailable error even though broadband is working

Hi @anamariap

 

Sorry to hear you are having problems with your BT set top box. If you PM em your telephone number I can take a look into the issue for you.

Thanks,

 

 

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