Stream box disconnecting every time tv off

[RachM2]

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!) 

[Adduxi]

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]

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]

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. 

[Kath_F]

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,