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john787
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Message 21 of 27
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Re: ITV hub loses sync

Thank you.

I take it you think that this is the same issue. Please will you let me know when it's fixed?

 

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Message 22 of 27
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Re: ITV hub loses sync

Hi there.

 

Thanks for your reply.

 

Good news!  The issue is already fix. Can you check if you're still experiencing the same issue? if yes, try to reboot your hub.

 

Please let us know how it goes.

 

^elvee_o

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john787
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Message 23 of 27
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Re: ITV hub loses sync

Thank you, but i'm afraid that far from being fixed the issue is now much worse. I rebooted the hub and watched a programme: the loss of sync happened 5 times, which is far more than it ever did before

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Message 24 of 27
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Re: ITV hub loses sync

Hi, john787.

 

Thank you for getting back to us and welcome to community forum.

If your connection issues still much worse after you rebooted the hub

Have you tried to report this to our support?

Are there any lights showing on the modem? Check the link here.

Can you also check if all cables are tightly connected?

 

If you exhausted troubleshooting and still ongoing.

It's best to get an engineer and report to our technical team.

We'll be happy to look into this for you further.

We can do this via online chat.

 

 

Please do not hesitate to drop us a message.

Thank you so much for your patience.

 

Jean_F

 

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john787
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Message 25 of 27
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Re: ITV hub loses sync

Thank you

Can you tell me how to report it to support? I just tried online chat and it's unavailable

Yes, the modem is showing a steady white light, and everything else is working normally

I would be only to happy to report to your technical team, but it's not clear how.

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Message 26 of 27
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Re: ITV hub loses sync

Hi john787,

 

I'm happy to take a look into this issue for you.

 

I'll drop you a PM shortly. 

 

David_Bn

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john787
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Message 27 of 27
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Re: ITV hub loses sync

Thank you - look forward to hearing from you

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