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TV boosts not working just showing a blank screen

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23 REPLIES
leemilligan
Team Player

Hi,

My tv boosts are showing a blank screen, all the freeview channels are working fine. Ive followed the instructions by customer services to factory reset my box but still having the same problem. Ive spoken to live chat who just transfer you to technical. Last night i was waiting to connect for 1/2 an hou then it disconnected and the same is happening now.

Can anyone help please?

Community Team

Hi Lee

 

I've checked all settings here, and all looks ok. The TV port is correctly configured and tests are passing.  Speeds and line profile settings are correct.  I've checked your account and this is also set up correctly, the relevant info matches up with the IPTV database.  The product and ID's are correct etc, so nothing stands out.

 

First thing is to replace the router incase that is failing to process IGMP data, so a new one is on the way.  Please test this as soon as this arrives and let me know.

 

Thanks

 

Karl. 

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leemilligan
Team Player

Hi Karl,

 

Thank you you so much. Im really not getting very far with customer services after 3 days of messaging back and forth who now say an engineer is needed? Router works when cable is plugged directly to a lap top and youview box has been reset 4 times. router has been turned on and off 4 times also. Wifi seems slower though.

Regards

Lee

Community Team

Hi Lee

 

The router may work for general internet traffic but IPTV services rely on IGMP data and if a router is failing to process this data correctly then TV services will not work, but on demand and internet traffic will.

 

The new router can help rule this out.

 

Also, is your youview box directly connected to the router with a cable or are you using powerline adapters ?

 

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



leemilligan
Team Player

Hi Karl,

 

No powerline adapter, the cable runs directly from router to youview box.

 

Regards 

 

Lee

leemilligan
Team Player

Just had a message saying they want to send an engineer??

Community Team

Hi

 

The new router should be with you tomorrow or possibly Thursday.  I'd test this first before agreeing to an engineer, just to be safe.

 

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



leemilligan
Team Player

Hi Karl,

 

Router arrived this afternoon, sadly this hasnt fixed the issue :-( you view box was reset too.

 

Regards

 

Lee

Community Team

Hi

 

I've reset everything here to see if this helps.

 

I've also raised this to networks to investigate and asked they confirm multicast traffic can be seen at the port.

 

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



leemilligan
Team Player

Hi Karl,

 

Engineer arrived this morning and within 2 minutes said there is a fault on the line. Didnt check anything else and left.

 

Regards

 

Lee

Community Team

Hi

 

I've updated the fault ticket for our network teams letting them know an engineer has been and there is no problem at your end with setup etc.

 

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



leemilligan
Team Player

Hi Karl,

Now been a week since the engineer said there was a line fault and its still not fixed. Ive spoken to customer services who just keep saying they are waiting for an update!!

Can you advise please? Your the only one whos helping.

Lee

Community Team

Hi Lee

 

Networks have tried contacting you to confirm a BT appointment as they are seeing a lot of CRC errors.

 

What date is best to request this,  Mon - Fri AM or PM (Excluding BH Monday)

 

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



leemilligan
Team Player

I had 1 extremely garbled 100mph message left on my home answerphone, couldnt understand a single word, name or number. They didnt try very hard nor call my mobile which i have asked to be used.

At the moment any day, i just keep getting excuses from every one. Last week we were told within 48 hours it would be sorted.

Lee

Community Team

Hi Lee

 

sorry about this, when is the best day to request the appointment.

 

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



leemilligan
Team Player
Community Team

Hi

 

I've requested this day 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



leemilligan
Team Player

Thanks Karl,

 

This will be a BT engineer? the green box is only 2 doors away.

 

Lee

Community Team

Hi Lee,

 

Yes, this will be a BT Openreach engineer (we've not received confirmation yet that the appointment has been booked)

Chris

leemilligan
Team Player

Hi, boosts began working again Saturday despite the open reach engineer not being due untill today. Confused.