V6 Box Issues - losing live channels

[Nineminutes]

I recently moved house and am having issues connecting up a second V6 Box - when I connect the cable and power up the second V6 Box (Box 2), my first V6 Box (Box 1) loses all live TV channels.  I have a single cable into the house which is then split with the Hub 4 and Box 1 running off one side of the splitter and Box 2 running off the other.

I have tried swapping the connections on the splitter and the problem remains but appears to be linked to the side of the splitter either V6 Box is connected to, i.e. the same side of the splitter will always work with both boxes connected but the other will always lose channels (V53 error).  On running diagnostics on the V6 Box that has lost channels it appears not to be getting a network ID.

All Broadband and on demand services work fine.

[MOD EDIT: Subject title changed for clarity]

[japitts]

Forum staff should be along in a few days to pick this one up. If, in the meantime, you do call the fault in, I don't recommend you overcomplicate the call with these details - it'll be lost and could confuse the issue.

Just report a loss of service, follow the tick-boxes and get the tech visit you evidently need.

[SpacePhoenix]

Is it possible that the second box hasn't been reactivated and the system thinks that there's only 1 box on the property?

[japitts]

I would expect a 7400-type error in that scenario, but it's a valid thing to eliminate. The OP mentioned that the problem seems connection-related rather than box-related, so I presume they have proven each individual box as working on the "good" connection.

[Alex_RM]

Hi Nineminutes,

Thanks for posting and welcome to our community 😊

Sorry to hear you're having some issues with the box. I've had a look at things from our side and an engineer is needed. Before I can arrange this I'll need to confirm a few details with you, I've popped you over a private message for this.

Alex_Rm