TV box DN372T hangs on Netflix and catch-up

[timsimpson]

We have a Huawei box, and for quite a while now it's been hanging kid programme when streaming Netflix or iPlayer etc. Netflix always buffers to 25%, and then says it can't connect to the internet. 

The broadband is fine, and we've had a new router when we got fibre. We also have changed from WiFi connection to a power-line setup, but no change.

Is it the box itself?

Thank you

[fre55die]

Hi @timsimpson

Try a MMR option 2 as follows. If you follow these instructions you will NOT lose your recordings. If you have no recordings that you want then a FACTORY RESET from the main menu is the best option.

Turn the box off, then unplug power lead for a couple of minutes.

Re plug in power .

1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
2. Power on YouView using button at the back of the YouView Box.
3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2 “factory reset keep recordings” option is highlighted. If you go past the option, simply press the + button to navigate back to the option.
6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / RF loop through / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

[timsimpson]

Thank you for your reply, but I'm afraid it hasn't improved things.

Any other suggestions?

Could it be a hardware issue?

[OCE_Karl]

Hi

All tests are clear, no line issues evident.

I want to swap out the router and see if this helps, one is on the way.

Thanks

Karl. 

[timsimpson]

Hi. Thank you for your reply. I'm very grateful of the assistance.

I'm doubtful that it's the router as the problem had existed for a good year now, and we have upgraded to fibre, and hence upgraded our router, to try and solve the issue... Unfortunately it's not helped...

Could it be the box itself?

[OCE_Karl]

Hi

It's a possibility it could be the box.  With issues like this, it's best if we take it one step at a time, and replace router first and retest.  If that fails, then we can replace box and see if its that.

Thanks

Karl. 

[timsimpson]

Hi Karl.

Just wondering what's the plan? As I've not received anything?

Thank you

[timsimpson]

Hi Karl. I've just noticed that my phone number on my profile was for my old house. I've updated it now. Are you able to repeat the line test please and I'll drop by the old property and see if I can collect any delivery?
Apologies for the inconvenience.

[OCE_Michelle]

Hi timsimpson,

I've re-run the line test which hasn't detected a fault. Please let us know how you get on.

Thanks

[johnhowarth]

I have the same Netflix problem. I can watch Netflix no problem using chromecast to the 2nd HDMI port. Using the Youview box Netflix freezes and the remote has no effect. I have to power off the box. I have spoken to TT and gone through the reset process but still have problems. I don't use the box for Netflix any more, I cast from my mobile phone so I think the router must be OK. I have requested a replacement Youview box from TT as this one is quite old. Not had any reply to my request.

[OCE_Karl]

Hi johnhowarth

If you start your own thread (new message), we’d love to help.

We’ve found that posting in someone else’s conversation makes it harder to follow when looking for an answer.

It’s easier and quicker if we can chat with you in a single thread, if you start your own thread, that will keep our community organised and help others with a similar problem.

Check your home phone number or account number are also added to your Community Profile as that will really help us to find your details quicker.

Thanks

Karl

[timsimpson]

Hi. I've tried things with the replacement router and the issues are the same. Now back on the original router.

Box still seems to drop internet connection randomly. When this happens iPlayer or Netflix etc just hangs, and when we go back to youview, the apps etc are not available, and remain like that for  5 mind or so until it sorts itself out and reconnects. There isn't anything wrong with the internet during this time as other devices in the house work fine. 

How do I go about sourcing a replacement/updated you view box?

Thank you.

[OCE_Karl]

Hi timsimpson

I'll get the box swapped out and we can see if this performs better.

Thanks

Karl.