You view box won’t work after changing internet provider

lisalisa Posts: 2Member
This is my first post so hopefully someone can help.
we bought a humax you view box a few years ago so we could record programmes. We were then with bt internet. We have just changed to Plusnet but now the youview box won’t load. Plusnet have said we can’t access any of the recordings. Does anyone know if there is anyway to access the recordings at all? 
Thanks
Lisa

Comments

  • SarahSarah Posts: 1,289Administrator admin
    Hi @lisa ;

    Welcome to the forum :) 

    We would expect any recordings taken from by subscription channels not to work but any done on Freeview channels should still work. 
    Can you please let us know your youview box model and the software version it's running? You can find this by pressing Help and then Info on your remote control. 

    Thanks, Sarah

  • lisalisa Posts: 2Member
    edited 11 July 2019, 8:56AM
    Hi Sarah,
    We can’t get past the loading screen so we can’t use the remote. But the Numbers on the back are

    DTR.  T1010/GB/500GB

    Software version is A7.76.  My husband fortunately made a note of it! 

    It it does seem wrong that we only bought the box to record on and not from bt. We only recorded free channels not subscription ones. 

    Thanks
    Lisa
  • SarahSarah Posts: 1,289Administrator admin
    Hi @lisa ;

    Are you able to perform any maintenance mode resets? If not, we would suggest you try option 2 as this keeps your recordings. If the box is having trouble connecting to the internet it won't be able to set itself up correctly as it requires the internet as part of the set up process. You can also try rebooting your router and taking the ethernet cables out and plugging back in to ensure they are fully connected. 

    We don't have any software versions like the one you've mentioned so I think that's for something else. 

    Let us know how you get on :) 

    Thanks,
    Sarah
  • Tim CTim C Posts: 436Member ✭✭
    It's highly likely that BT & Plusnet use different IP address ranges within their routers and if by any chance your Youview box had been manually set for it's IP address then it wouldn't now be able to connect to the new Plusnet router and therefore connect to the internet as @Sarah suggests might be the problem.

  • andro101010andro101010 Posts: 26Member
    Good thinking that the router might not be allowing the box to connect correctly. Are you using a Plusnet router or another one? When the humax box is on does it appear in the list of 'connected devices' on the router's control panel? I don't have the correct router settings to hand but they should be available online.
  • zulu17zulu17 Posts: 950Member ✭✭
    The software version  A7.76 is I suspect the Humax boot loader that would appear on the Humax logo screen prior to attempting to load the Youview software.
    Is the change of ISP recent and how recent was the box last working normally.
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