Support - Fix for YVM102


Fix for YVM102
Broadband connection unavailable
It seems your box has lost touch with your router. Try these steps and we’ll help you reconnect:
  1. Check your internet
    Check the internet is working in your home. Use the Wi-Fi or an Ethernet cable on a mobile or laptop, to see if you can connect.

    It is worth noting that YouView boxes do not have built-in Wi-Fi so we would recommend using powerline adapters if the box is located away from the router. This ensures the box has a strong and stable connection when watching Internet channels or on demand content. You can also connect the box directly to the router with an Ethernet cable.
    If you can’t connect to the internet on any devices, give your broadband provider a quick call as they may need to check your line and equipment.
  2. Check your network connection status
    1. Bring up the menu with your remote
    2. Select Settings
    3. Go to the Signal & Connection area and select Broadband Connection
    4. If it says your box is not connected select Edit connection
    5. Select Auto connect and the box will start looking for your router
  3. Check your cables
    Time to head round the back of your box. We’ll walk you through what to do.
    First things first, we need to check how your box is connected to your router. Pick your connection:
    • Direct Ethernet cable
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. Follow the cable from your box to the back of your router and make sure it’s securely connected to one of your LAN ports.
    • Powerline adapters
      1. Check the Ethernet cable is securely connected to the Ethernet port. To be safe, disconnect it and reconnect it
      2. There should be two adapters plugged into your mains. One by your YouView box and one by your router. Check both adapters are switched on and make sure the Ethernet cables are securely connected
      3. If you’re having some trouble connecting with your PLAs, check our article and work through the steps.
  4. Restart your router
    The simple old trick of restarting your router can help resolve this issue. Switch it off at the plug for 30 seconds and turn it back on. Give it a minute or two to warm up then check if you’re reconnected.

    Warning icon Please don't leave this page while your router is restarting as you won't have any internet access.

    Using Powerline Adapters?
    Make sure you switch both adapters off for 30 seconds and then turn them back on. Give them a minute to reset and all the lights will come back on.
  5. Restart your YouView box
    Press and hold the YouView button on your box for 8 seconds, then let go. You’ll be greeted with a friendly ‘Hello’ telling you that your box has restarted.
  6. Further help
    YouView do not provide broadband so if the previous steps didn’t fix the issue, you need to give your broadband service provider a quick call as they will be able to look at your line in more detail. Contact details for BT, TalkTalk and Plusnet can be found on our Useful Contacts page.
    You can also drop a message on our forum where our helpful community members and staff will be able provide some assistance. To create an account to post on the forum, click here
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