I am a new customer and I have all the boosts apart from the sports boost, none of them are working it says play back failure if I click on something and none of my extra channels are even on my guide. My phone and broadband and tv are all now live so why are they not working? I’ve spoken to someone on chat a million times now and it’s not been sorted.
I'm not showing any account issues etc, but there are no logs showing our side, the TV box is not communicating with the server.
Is the TV box direct to the router via a cable or are you using powerline adapters.
Hi yes I tried another Ethernet cable and that still didn’t do anything, I have just changed the socket in the back of the router from the cable socket 1 to number 3, still nothing works. I’ve tried to watch Lorax numerous of times on sky demand but it comes up playback failure ttg 252. None of my extra channels are even showing on my TV guide. So stressful.
Do you ever switch the router and TV box off or are these left switched on all the time ?
Each night the box checks for any updates and this creates what we refer to as a service discovery log. There are no logs showing for your line, so it's as if the box is not communicating through the router.
This could be a router fault or could be the TV box itself.
Try a Youview Maintenance Reset (Option 2: Keep Recordings).
Set the box back up and follow the on screen steps if asked for post codes etc. Let the box register with the account and we can then check to see if a log is created.
Are the catch up channels such as BBC Iplayer working ? Menu button on remote >Players and Apps ?
I've found the problem. It's not actually a TV problem but a broadband authentication problem. It took some digging, I had to go through every setting from end to end of the connection, and I've found a miss match between the expected username and the actual username your router is submitting, so this tells me there is an issue on the radius platform. These are rare these days, but I have seen this before, I've raised this to networks to have a radius rebuild completed. That's basically correcting the details in the database and then re-syncing these to your connection.
Radius rebuild has been completed.
Go to the settings menu on the youview box and do a software and players update check and we can then see if this will show discovery logs now.
No Problem 🙂
This was one of those really irritating issues. Everything on the account settings looked as it should, all reference number were matching, the box was registered, package ID's were correct, entitlements were showing correct etc. It was only when I stopped focusing on the TV aspect and went back to basics and traced the entire connection end to end that I discovered the fault.
Glad we've finally been able to fix it for you.