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DG633 update to 1.22 and TV bug

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30 REPLIES
Freda
Chat Champion

I see there are now quite a few posts where people are reporting that the TV light goes out on their router and they have to reboot it to get the internet to connect to their TalkTalk YouView box again.

 

Has this now been accepted as a bug caused by the 1.22 software update and if so, when can we expect a fix?

 

Thanks.

 

ferguson
Community Star

Are you having a specific problem yourself?

Freda
Chat Champion

Yes.

 

I have changed the sleep setting on my TalkTalk box so that it is now "always ready" and that has helped as it was failing to reconnect when it came out of "deep sleep" in the morning. Since I did that a couple of days ago, I have only had to reboot the router once.

ferguson
Community Star

Why are you having to reboot the router?

Freda
Chat Champion

I have already written this up in an older post but in a nutshell, when the TalkTalk box comes out of deep sleep in the morning it does not connect to the internet and the TV light on the router remains off.

 

 

The only resolution is a reboot of the router and then it is fine until the next day,

ferguson
Community Star

Is the box connected directly via ethernet cable, or using powerline adapters?

Freda
Chat Champion

By an ethernet cable.

Community Team

Hi Freda

 

Apologies for this.

 

I've raised this issue to our Products Team who are looking into this further. I will post back on this thread as soon as I receive further information.

 

Thanks

 

Debbie

Freda
Chat Champion

Thank you. :-)

 

F.

Community Team

Hi Freda

 

Our Products Team have some more questions:

 

Which TV set box do you have? (model number)

 

What devices are connected to the line when you experience this issue and are any of them in use? 

 

When you can't connect do you get a page can't be displayed message or does the page/app just show loading?

 

Was the internet light red on the router?

 

If you wait for a couple of minutes are you then able to connect without rebooting the router?

 

Thanks

 

Debbie

Freda
Chat Champion

Our Products Team have some more questions:

My answer - happy to help and if I can do any tests or answer any other questions, please ask.

 

Which TV set box do you have? (model number)

My answer - Huawei DN372T.01.01.P 

 

What devices are connected to the line when you experience this issue and are any of them in use? 

My answer - I have wire connections to my desktop, to a Humax PVR and to the TalkTalk TV Box. I have wifi to a laptop, a printer, a Nintendo 3DS, a smartphone, a fire tablet, a fire stick and a kindle.

Always on - destop computer, printer, fire stick. Generally off - laptop. Could be either - Humax, 3DS, smartphone, fire tablet and kindle.

 

So odds are, when I turn on the TalkTalk TV box in the morning, the desktop and printer are the only other devices that are on but the 3DS, smartphone and Humax may also be on.

The only constant I have found so far is the first turn on after the TV box has come out of Deep Sleep - it 100% never connects to the Internet and 100% the TV light on the router is out. If I change the TV box settings to "always ready" so it never goes into deep sleep overnight, the problem does not seem to occur.

 

When you can't connect do you get a page can't be displayed message or does the page/app just show loading?

My answer - the TalkTalk TV box complains that it is not connected to the internet and will not allow me to search, use catch up TV nor will it give me details of TV shows.

 

Was the internet light red on the router?

My answer - No. All lights are green except the TV light, which is off. 

 

If you wait for a couple of minutes are you then able to connect without rebooting the router?

My answer - No, but I have not measured how long I have left it. Maybe 10 minutes?

 

Community Team

Hi Freda,

 

Thanks for confirming this. I've passed the additional information over to our Products Team and we'll let you know as soon as we receive an update back.

 

Thanks

 

Ian05
First Timer

Hi all

 

sorry to jump in on someone else's thread but I received my TalkTalk TV plus box the other day and am having the same issues.

 

Connection is maintained until the box goes into deep sleep, then the next morning the box won't connect to the internet, the only way to reconnect is to switch off the TV box, reboot the router. And turn the box back on. I also have the DG633 router.

Freda
Chat Champion

Please - jump in. :-)

 

The more reports the merrier as it gives the folks who do the software more info to work with.

 

F.

Community Team

Hi Freda

 

Could you factory reset your router for me using the pinhole reset so I can connect to your router?

 

Thanks

 

Debbie

Freda
Chat Champion

OK - I have just done that.

 

F.

Community Team

Hi Freda

 

Thank you :-)

 

I've made a slight change to a setting, please can you retest and let us know how the connection compares.

 

Thanks

 

Debbie

Freda
Chat Champion

Router has rebooted. I will let you know how it goes.

 

F.

Community Team

Hi Freda

 

Thank you. If you could let us know as soon as possible as this will help our Products Team with their investigations.

 

Debbie

Freda
Chat Champion

I will report back tomorrow.

 

F.