Can’t connect to internet with new provider
Hi. I recently left BT and now have FFTP from HighNet.
My YouView box was originally from BT and worked well apart from the buffering etc.
The new router is a FritzBox 7530 and I’m using Comtrend PL adapters.
I’ve tried numerous times but the box won’t connect to the internet. Strangely, when I log on to the router and look at the network it does the show the YouView box on a LAN connection although there are no properties showing for it.
The only other consideration is that I’m using OpenDNS to provide parental controls.
Any suggestions most appreciated.
Which model of YouView box do you have?
Were you using OpenDNS before the switchover, or is this a new thing?
But firstly, reboot everything, starting at the router, then the PLA at the router end, then the PLA at the YouView end, and then finally the YouView box. And reboot that by touching the On/Standby button for just over 8 seconds, until it soft reboots.
See if that gets you connected.
If not, try knocking off the OpenDNS temporarily, see if that is the culprit.
See if that gets you connected.
If so, have a chat with OpenDNS, see what it is about the YouView servers they don’t like, and why.
If still no go, though, have a chat with your new ISP, same question.
Please do come back and tell us how you get on!
That’s not a number I recognise as a YouView box model, though it may be some other part of the box’s identity. Find it here:-
Next, what do you see when you go to Settings/Broadband Connection on the box, initially , and by pressing Advanced?
I see this initially:-
and then this, on pressing Advanced:-
And you might like to try Edit Connection, and accept all the values you see except DNS, where you could input the 18.104.22.168, and be absolutely sure that the YouView box is bypassing OpenDNS, for the time being.
Mine has the details on a label underneath it, saying DTR-2110, and yours might too. It might be a DTR-T2100, but either is close enough at this stage.
I’d like to see what that first page showed…
If you try to browse to 192.168.178.1 on a laptop, I guess you do get to the Fritzbox?
I have managed in the past to get a YouView box so tangled up that it could see the router, but not through it (deliberately), but nothing that would survive a reboot of both router and YouView box.
My last suggestion, for the moment at least, is to get your laptop, turn off the WiFi, take the Ethernet cable out of your YouView box and plug it into the laptop.
Then see if that can see the internet or not. And if not, run the Connection Troubleshooter that Windows provides, see if it says anything illuminating.
But beyond that, unless anybody else here has any bright ideas, I think it’s time to talk to HighNet, and see what they say. As it’s their router (I presume?) and their broadband, and ‘their’ OpenDNS not doing something that worked perfectly well on your previous setup.
If I choose ‘help’ I get this…
I can log on to the FritzBox and it shows the Humax box on the network…
And you did turn the WiFi Off on the laptop? So either your YouView box is on the fritz, even though it was alright before and a reboot should make it look afresh at the new setup, or there is something awry at the Fritz.box, possibly with its configuration, possibly with the box, possibly with OpenDNS blocking the web requests the YouView box is making, and these coming back to you as ‘cannot access the internet’.
But I don’t like that ‘DSL, disabled’ in the Fritz.box display you posted. Why should anything be disabled?
There are all sorts of postings on the web about devices connecting to Fritzboxes, but not through them to the internet, like this one:-
(It says .de, but it is in English)
So have a look at that link, and see if anything in there is helpful. But absent that, unless you want to become an involuntary Fritzbox expert by chasing down all such postings, it does seem to me that it is high time to talk to HighNet, who should be able to walk you through the correct setup of what they have supplied you.
Including explaining why ‘DSL, disabled’ isn’t wrong, if it isn’t, because it looks wrong to me.
I wouldn't worry about the dissabled DSL message. @glee has already told us that he accessess the internet via FTTP, so he wont be using DSL.
I suspect with FTTP then, if it is anything like my BT setup, there will be another box between the fibre and the router, with no user serviceable parts inside, linking them with an Ethernet cable.
Two blue lights means it’s connected to the Hub. Not necessarily any further 😢
The test with another YouView box is significant.
Did the firmware update involve a Factory Reset of the router? If not, that’s the only option still on the table from us users.
I’d suggest an Option 2 Maintenance Mode reset, but only if @Stephen reckons he can get the box back if it tries to connect afterwards and still can’t, something that used to be Game Over for the box, and still might be, so don’t try it without his say so.
@Rohit, what’s the take on this sort of issue from the YouView side?
A good thought - but then hooking in the laptop probably wouldn’t work either, but it did….
We have had reports of similar issues on here before, which users have solved with some workarounds. Here is one such thread, with some suggested solutions.
A useful further option will be to seek the hospitality of a friend, or a family member if any live nearby, who use a different ISP from yours, and try your YouView box(es) between their router and their TV, and see if it can connect to the internet there.
If it can, with no trouble, then you can go back to HighNet with this information, and place the ball firmly in their court.
Of course, it is possible you have had two YouView boxes fail more or less at the same time, which the above test could also reveal, but………