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Moderator
Moderator
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Message 11 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi @harryzulu123 Thanks for posting back and sorry the engineer didn't arrive as originally scheduled. Please post back after this visit and let me know how you get on and I'll be back in touch after the Bank Holidays.

Cheers
John

 

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harryzulu123
Aspiring Contributor
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Message 12 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi JohnC2, thanks for your message. The engineer came and said it looked like the software on the youview box was faulty so he reset/re-installed it and the box connected to the internet fine temporarily for a few hours but later on it disconnected again and I am now back to square one with no internet connection to the youview box. He did say if it carried on disconnecting that I must tell BT it is definitely an exchange problem as he has seen a few customers with similar disconnection issues and IP6 errors that was being caused by issues at the exchange.
Software & device information as follows :
sysID : 87B0.8500
Ver 0.69P
component software : 3.3.130(beed9e)
Manufacturer software: 29.53.0
Platform configuration: 4087
ISO configuration : 21531
Thanks Craig




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Moderator
Moderator
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Message 13 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi @harryzulu123 Thanks for the update and sorry that the fault returned so soon after the engineer visit. I have updated the case with out BTTV specialists and will keep you updated.

Cheers
John

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harryzulu123
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Message 14 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi JohnC2, thanks again for your message. I have factory reset the home hub router, updated the youview software and manually connected to the internet successfully, this stays connected to the internet for a few days then drops connection again until I factory reset the router and manually reconnect again. So still not sure what is going on. I will keep you updated but at least I have managed to connect to the internet for now but it still keeps intermittently dropping the connection. Please let me know if you hear of any fixes/workarounds for this issue. Many Thanks Craig
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Moderator
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Message 15 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi @harryzulu123 How has the connection been over the last few days? Have you noticed any improvement?

Cheers
John

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harryzulu123
Aspiring Contributor
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Message 16 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi JohnC2
Thanks for your message, unfortunately I am back to square one, the internet connection dropped on the youview box last night and I haven’t been able to re-connect despite doing router factory reset etc., it was connected fine for about 5 days then last night just disconnected without any reason. As the engineer advised I think this still could be an issue at the exchange as he said he has seen this with a few other customers and it was always an exchange issue. Anything you can do to help will be greatly appreciated as I am now without an Internet connected youview box again. Thanks Craig
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Moderator
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Message 17 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi @harryzulu123 Thanks for the update and sorry the issue has come back. I'll chase this again now for you.

Cheers
John

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BT TV Expert
BT TV Expert
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Message 18 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi,

Please can you confirm the current IP address of your set-top box?

Thanks

Gavin

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BT TV Expert
BT TV Expert
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Message 19 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi @harryzulu123

There looks to be another device on your network issuing IP addresses as your set-top box has an IP address outside of the range of addresses issued by the BT Home Hub. Do you have any other routers or switches in your set-up, or do you only have the BT Home Hub?  Additionally, do you have any powerline adapters connected to your BT Home Hub, even if they are not connected between the set-top box and BT Home Hub?

Thanks

Gavin

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harryzulu123
Aspiring Contributor
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Message 20 of 28

Re: Youview ultra HD box not connecting to smart hub via Ethernet

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Hi Gavin,
Thanks for your assistance.
My IP address on the youview box is 192.168.1.76 in the settings.
I don’t have any other routers or switches on my home network just the BT smart hub.
I do have a powerline adapter but it’s not connected to the youview box just the BT router. Other devices connected directly to the BT router are smart TV and Apple time capsule (with networking capabilities switched off). I seem to remember switching off everything before with only the youview box connected to the BT router and had same issue but I will try again and let you know the outcome. Many Thanks Craig
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