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Internet Channels not working!

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Tracy2012
Popular Poster

I have no internet channels for the last 4 days. Recordings failed. Internet is fine, I'm using it now. Router has been reset as has box.

Anyone got any ideas?

 

Thanks :)

Community Team

Hi

 

Is the box direct to the router with a cable or via powerline adapters ?

 

When you select one of the subscription channels from the guide what happens, any errors etc.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster
Hi,

Thanks for your reply.

I get error IPC6023.

It's connected via cable, the on demand TV works, like iPlayer. Just Sky channels that don't.
Internet is connected in the settings menu.
Tracy2012
Popular Poster
Oh and internet speed test shows nearly 10mb.
Community Team

Hi

 

I've an updated router on the way to you to see if this is failing to process the TV data signals correctly.

 

This will be with you soon.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster
Thank you Karl.
Community Team

Hi Tracy

 

Please test with the new router when this arrives and let me know.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster
Hi Karl,

New router installed, same error :(

What next?
Will a factory reset erase my recordings?

Thanks

Tracy
Community Team

Hi

 

You can try a Youview Maintenance Reset (Option 4: Keep Recordings).

Please note any future scheduled recordings will be lost and will have to be rescheduled.

 

If this fails then a full factory reset from the youview menu is the next step and this would erase all recordings, but if this option fails the box may need to be swapped and you would lose recordings at that stage.

 

Thanks

 

Karl. 

 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster
Hi Karl,

I've now tried the maintenance reset and the factory reset and still the same error.

What now?

Thanks
Community Team

Hi

 

I've rechecked all settings this side and all are correct.  All line tests are clear etc so nothing stands out.

 

I'll swap out the box and we can retest.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster

Ok, new box arrived today and still the same fault, any more ideas?

Tracy2012
Popular Poster
I wonder if the problem is more software related as it had recently updated when the problem started and when we plugged this new box in, it immediately did an update and this doesn't work.
Could it be this?
Community Team

Hi

 

I will raise this for an Openreach engineer.

 

Can you confirm:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

To confirm you're the account holder can you PM (Personal Message) me with the following information: 

  • Full Name
  • Home telephone number
  • Are you the account holder
  • How do we send the bills to you each month
  • What package do you have with TalkTalk

    Note: Please do not post personal information directly in the Forums.

Thanks

 

Karl

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OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster

Well, I'm not really happy about the potential charges.  The subscription channels just turned off and the only thing different was the box received an update from Talk Talk.

We have new equipment and have replaced the filter with the new one that was sent. Also tried a new ethernet cable.

 

We have reliable decent speed Broadband and all other TV services are good.

 

When you search google for this problem, it's not uncommon either. 

 

I would be ok with an engineer coming, but not happy about the 'potential charges'

 

Thanks

Community Team

Hi Tracy,

 

The Potential Charge conditions are standard for any type of engineer booking and are made by Openreach to all providers just to make sure all the relevant checks have been done and they are not being sent out for no reason.

 

Can you confirm you accept the Openreach Conditions and I'll request this for you,

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat

Tracy2012
Popular Poster
Solution

Youview box just automatically updated and the internet channels are back, it seems it was the last update after all...

 

Like I said, nothing changed here when they stopped working other than an update, the new router and box were wired in exactly the same as our previously working configuration for several years, hence the reluctance to pay a fee when the engineer found nothing wrong with our setup!

Community Team

Hi

 

Glad to hear the channels are working for you now.

 

Thanks

 

Karl. 

Check & Report l Our latest Blog l Set Your Preferences l Service Status l Help with your Service l Community Stars


OCE's Hours of Operation - Mon to Fri 8am to 4pm. Urgent issues outside these times, please use Live Chat