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MrJolly
Aspiring Contributor
566 Views
Message 1 of 14

Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi

Since 'upgrading' my broadband I've been getting a lot of issues using streaming on my BT youview box.

When using Catchup / iPlayer / Netflix I can rarely get through a whole episode without the youview box losing its connection. Symptoms vary:

1) Loss of sound, then freezes about 10 secs later

2) Blank screen

3) Occasional YMV104 error messages.

Generally worked around by increasing escalations through

1) Restart youview box

2) In youview settings, reconnect to router

3) Hard reset of youview box

LAN connection from youview to router via powerline adapter, identical to before router upgrade. Picture quality very good when its working.

No issues with wifi broadband connections when the youview errors occur.

Generally good broadband speed - last check was 86 mb/s download, 27 upload. (although this doesn't meet the guaranteed 100 download speed and I should be claiming my £20).

Can a moderator please assist? Can I get a replacement youview box please?

Thanks

Richard

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13 REPLIES 13
Moderator
Moderator
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Message 2 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi @MrJolly  sorry that you have been experiencing problems with your BTTV service since you upgraded your broadband service. When did you upgrade? and did the errors only start when you upgraded.

It may not be the Youview box at fault. To help diagnose the fault is it possible for you to connect from the hub to Youview box via Ethernet? 

Cheers
John 

Community ModeratorJohnC
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MrJolly
Aspiring Contributor
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Message 3 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi John

Broadband was upgraded 6th March.

I've noticed a lot more of these connection errors since then, had them very rarely previously.

I'll try with an ethernet connection but doubt it will make any difference.

What's the next step with diagnosis?

Thanks

Richard

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Moderator
Moderator
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Message 4 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi @MrJolly ,

Thanks for the reply. Getting to the bottom of this will be a step by step process, the first of which would be to try the Ethernet connection. Once you’ve done that let us know and we’ll take it from there.

 

Cheers

 

David

Community ModeratorDaveM
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MrJolly
Aspiring Contributor
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Message 5 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi there

I've got my BT TV box connected via ethernet cable directly to the router now, this hasn't made any difference.

Also I noticed that the problem is  worse on Sunday evenings.

I was streaming iPlayer content on Sunday 7-9pm and had a least 4 instances of the issue.

Please advise next steps?

Many thanks

Richard

 

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Moderator
Moderator
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Message 6 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi @MrJolly 

Thanks for posting back and connecting the Youview box directly to the hub via ethernet.  Sorry you're still seeing the symptoms.

Can you run a speed test here?  http://www.speedtest.btwholesale.com/ with a device connected to the Hub via ethernet and post and screen shot of the result?  (Remember to choose "further diagnostics" after the first tests completes to run a more in depth test).

Whenever you have posted back we'll take it from there.

Cheers,

Robbie

Community ModeratorRobbieMac
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MrJolly
Aspiring Contributor
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Message 7 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Screen shots of speed test from LAN-connected laptop attached.

test.jpg

image.png

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Colin_London
Recognised Expert
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Message 8 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

You have (unwittingly?) posted your phone number in one of the screenshots. Suggest that you remove that particular one!

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MrJolly
Aspiring Contributor
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Message 9 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Thanks Colin I guess you edited that for me.

I've re-attached the error message I was getting when trying to do the diagnostics.

error.jpg

Moderator
Moderator
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Message 10 of 14

Re: Youview often crashes while streaming since upgrade to ultrafast fibre plus

Hi @MrJolly ,

 

Thanks for posting the test result screen grabs. I'll be happy to take a closer look at this for 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

 

David

Community ModeratorDaveM
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