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RachM2's avatar
RachM2
Joining in
9 months ago

Stream box disconnecting every time tv off

Received new stream box today as the one I’ve had for 2 months has never connected for more than a few hours and was faulty. Having spent an hour today in the phone getting the new stream box set up (rebooting the WiFi etc) as it wouldn’t find the stream, the same issue is happening. Either the tv doesn’t find the source or when I get onto virgin I either get not connected to the WiFi or no channels. The internet is connected. I have the Ethernet cable in too and have tried both connections. To get it to work again if the tv gets turned off means Resetting the modem, reconnecting the box and generally taking ages. Anyone else had issues like this as it’s beyond ridiculous. (We’ve had virgin for years but the stream box was to replace the older larger tv box (which always worked fine!) 

 

 

fault
service
Stream
stream box

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    9 months ago

    Those screens suggest a problem with the Hubs internet rather than the Stream box.  Post the Network log and power levels of the Hub for comments. 

    • RachM2's avatar
      RachM2
      Joining in
      9 months ago

      Thanks. How do I get the network logs and power levels? Virgin did a router and internet check today and said it was ok. 

      • newapollo's avatar
        newapollo
        Very Insightful Person
        9 months ago

        Hi RachM2 

        Type 192.168.0.1 (192.168.100.1 if you are in Modem mode) into your browser URL bar and press enter. 

        When the page appears click ‘Check Router Status’ 

         When the page appears, log in (using the details on the hub) and then go to Advanced Settings > Tools > Network Status.

        Then copy paste (don't send screenshots) the information from the Downstream, Upstream, Configuration and Network logs.