DTR-T1000 (BT) YouView box cannot connect to internet

SkywardSkyward Member Posts: 3 ✭
in Support
Hi everyone, I'm hoping someone can offer some advice on this.  I got a DTR-T1000 from BT a couple of years ago when I had BT TV and everything worked fine.  I bought a new house and started a separate contract with BT (without BT TV) and later cancelled my original BT contract for the old house.  BT told me I could keep the T1000 but I cannot get it to connect to the internet in my new house.

I've plugged the network cable into my laptop instead of the T1000 and verified that is working.  I also checked the Ethernet link light is lit (green) when the network cable is plugged in to the T1000.  I also spotted the BT Smart Hub page is showing some data transfer for the device with the MAC address of my T1000 (8Mb uploaded, 198Mb downloaded).  But still when I go to Settings > Broadband Connection > Auto connect on the T1000 it briefly displays "Connecting to router" then displays "Connecting to internet" for a while before stating "We can't connect to the internet".

Everything (to my way of thinking) suggests the local network and the T1000 networking are working, so I've run out of ideas.  In particular I have no what the T1000 is looking for when it is "connecting to internet" and whether this problem could be related to the fact I no longer have BT TV?

Does anyone have any suggestions?

Thanks in advance,

Rob
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Comments

  • RoyRoy Member, Super User Posts: 17,696 ✭✭✭
    Very generous of BT to ‘let you keep’ the box that their own contract describes as yours from the moment of delivery, unless you repudiate this by sending it back within the cooling off period  :p

    But while BT don’t hang on to your box or sabotage it in any way, beyond a perfectly reasonable refusal to let you play any BT TV content, live, recorded or time-shifted, sometimes the boxes seem to have an overhang from their past life, as you have found.

    Give it a gentle Maintenance Mode poke, Options 0, 2 and 4, until one of these clears it for you, and do please let us know how you get on
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
  • SkywardSkyward Member Posts: 3 ✭
    Before anyone asks I've tried turning it off for a few minutes then turning it back on again :wink:
  • RoyRoy Member, Super User Posts: 17,696 ✭✭✭
    Skyward said:
    Before anyone asks I've tried turning it off for a few minutes then turning it back on again :wink:
    @Skyward

    Yes, but have you - or can you now - try the rather more far-reaching Maintenance Mode resets I suggest above?
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
  • SkywardSkyward Member Posts: 3 ✭
    Roy said:
    can you now - try the rather more far-reaching Maintenance Mode resets I suggest above?
    Thanks for the suggestion, which I tried, but now the box is stuck in setup mode where the first thing it does is try to connect to the internet, which fails in the same way as before.  Unless there is a sneaky way to bypass the initial setup of the box (I really hope so!) it seems that Maintenance Mode has essentially bricked the whole box :(
  • RoyRoy Member, Super User Posts: 17,696 ✭✭✭
    edited 17 September 2018, 9:45AM
    Skyward said:
    Roy said:
    can you now - try the rather more far-reaching Maintenance Mode resets I suggest above?
    Thanks for the suggestion, which I tried, but now the box is stuck in setup mode where the first thing it does is try to connect to the internet, which fails in the same way as before.  Unless there is a sneaky way to bypass the initial setup of the box (I really hope so!) it seems that Maintenance Mode has essentially bricked the whole box :(
    Oh dear; I have suggested to YouView in the past that this connection attempt should time out*, but that would only be able to be implemented in a new release, which you wouldn’t be able to get because you are not connected.

    Though YouView could send you a USB stick, or something you could download onto a USB stick, that would get round this.

    Its always possible that your box was coincidentally bricked before you did the MM, but a call to the YouView Support Line, +44-333-313-2278 
    would seem to be your best option at this point.

    *Keith, have you logged this one?
    ‘Have nothing in your houses that you do not know to be useful, or believe to be beautiful’ Wm Morris
  • RegnodulousRegnodulous Member Posts: 2 ✭
    For those of you that might still get this issue hope this helps someone.

    I had exactly the same issue with a BT Branded DTR-T1000 box. Basically internet was working fine but the YouView box steadfastly refused to connect.

    After running it through Wireshark it became apparent what the issue was.

    It appears that certain versions of the software running on this box have been hard coded by some BT numpty to use 192.168.1.254.

    It doesn’t seem to matter what you set the DNS servers to manually in the settings part of the box or what DNS servers you actually have on your network – it’s trying to resolve all internet DNS names using that 192.168.1.254 address.

    I assume the above address is the default one for a BT home hub?

    Anyway – to get round this you need to reconfigure your home router to use 192.168.1.254 as its address (most use 192.168.1.1 or 192.168.0.1). Then reboot everything and try again. This time your router should hand out 192.168.1.254 as both the gateway and the DNS server and voila the box may start working again.

    Hope this helps someone.

    Argggggh!


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