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My Youview box keeps disconnecting from the internet

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24 REPLIES 24
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Participant

My router is situated in another room to my Youview box so have to use connectors plugged into the mains socket, when box disconnects I have to unplug connectors and reboot the router and plug the connectors back in, this solves the problem for a little while and then the box disconnects again, very frustrating

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Community Star

Do you have the HG633 router running firmware V1.22t by any chance, as that firmware has a bug in it causing connectivity issues with a YouView box?

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Participant

Thanks for your help, I do have a HG633 router, how do I find out what firmware it is running and if it is V1.22t how do I update it?

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Community Star

The easiest way now is for me to ask one of TalkTalk's OCEs to pick your thread up and upgrade it for you.

The forum is not real time 24/7 support, so depending on how busy they are & how many are working at any one time, this can take 24 - 48 hrs (excluding weekends & Bank Holidays). Alternatively, you can call the call centre or use on-line chat. The posts are responded to in time/date order, oldest first. So the fewer entries you make on your thread now, the sooner they will pick it up.

To save yourself time, please make sure that your community profile includes your first & last names, broadband phone number & if possible an alternative contact number. This can be done by clicking on your Avatar picture then click on "My Settings" followed by:-

Personal Profile > Personal Information

Otherwise, TT will not be able to tie up your forum username to your broadband account. Only you & TalkTalk have visibility of your details.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Participant

 If you could ask one of TalkTalk's OCE's to upgrade my firmware I would be very grateful, thank you very much

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Community Star

I did, just moments after I replied to you.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

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Participant

Thanks Keith

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Community Team

Hi Nick

 

I've checked and your router is currently on V2 firmware.

 

Thanks

 

Karl. 

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Participant

Thanks Karl

I was hoping that was going to solve the problem, so it's back to the drawing board. Would having my router moved closer to the Youview box help so it can be connected direct? 

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Community Star

Hi @Nick55

 

A direct connection to the router is always the best thing if physically possible.

 

Are your Power Line Adaptors connected DIRECTLY to the power sockets i.e. not using extension leads,surge protectors or adapters as any of these will degrade the signal and may cause the PLA's not working reliably, although if the router is crashing this will not help.

 

Is the router connected to your master socket or an extension socket?

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
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Participant

Hi Fre55die

Thanks for replying. My PLA's are connected directly into the sockets, I don't think the router is crashing as other devises can continue to connect to the router by wifi. 

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Community Team

Hi

 

When the box loses connection, do the light on the powerlines go off or red etc ?

 

Thanks

 

Karl. 

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Participant

Hi Karl

The lights on the powerlines are green when the box disconnects, sometimes constant sometimes flashing. When connected the two outside ones are green and the centre one flashes red

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Community Team

Hi

 

If the middle light is going red, this usually indicates the communication speed between them is dropping.

 

Have you tried swapping them round or resetting them.

 

You can hold a pin in the reset hole on each to fully reset, then re-pair the adapters and see if this happens again.

 

Thanks

 

Karl.

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Participant

I'll give that a try and get back to you. Thanks

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Participant

Hi Karl

 

I did as you suggested, reset the powerlines and changed sockets, it is still a poor connection as the middle light is red and they still disconnect but not as offten, I suppose this is the best I'm going to get

 

Thanks for your help

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Community Team

Hi

 

I'm going to swap out the powerline adapters to see if they are at fault.  A new set is on the way.

 

Thanks

 

Karl. 

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Participant

That's great, thanks a lot Karl. I'll let you know what happens when they arrive