Forum Discussion

RachM2's avatar
RachM2
Joining in
7 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
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    7 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
      7 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. 

      • Kath_P's avatar
        Kath_P
        Forum Team
        6 months ago

        Hi RachM2, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you've been having an issue with your Stream box. Taking a look at things here, I can confirm there is no area fault affecting you so that takes that out of the equation. 🙂

        I've had a look and run diagnostics on both your broadband and Stream box. The broadband is showing as online, the power and signal levels are both optimal and there are very minor disconnections showing on the hub. The stream box is also showing as fine. I have sent some refresh signals down the line to both the broadband and Stream box. Can you please reboot both the hub and box for these to take effect?

        Let us know how that goes 🙂

        Thanks,