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dtennant9
Advocate

Losing Connection

I have 2 of the Black NOW TV boxes.

 

Both of them have received an update in the last week, one on the 6th August and one today.

 

After this update, everytime the box goes to sleep it has lost the connection to the WiFi and just says it is offline.

 

This always worked prior to this update, the second box has been working fine for the last week since the first one had the update.

 

If I do a system restart the box will pick up the Internet connection fine and will work until it goes to sleep again. I then need to repeat this process again.

 

If I try and search for Internet connection without a restart no available connections are found.

 

Would a reset to factory settings help this, or would it just pick up this update and break again?

 

Is this a signal that the Black Boxes are no longer coping and may be decommissioned?

 

Any help would be greatly appreciated. 

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1 Solution

Accepted Solutions
gavs82008
Legend 5
Legend 5

Re: Losing Connection

@dtennant9 @Phiphi03 

Factory resets usually resolve the issues. 

Are you able to connect the box via Ethernet?

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9 Replies
Phiphi03
Newbie

Re: Losing Connection

I’m having the same issue. 

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gavs82008
Legend 5
Legend 5

Re: Losing Connection

@dtennant9 @Phiphi03 

Factory resets usually resolve the issues. 

Are you able to connect the box via Ethernet?

View solution in original post

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dtennant9
Advocate

Re: Losing Connection

Factory reset does seem to fix the issue, just unfortunately you need to go through logging back in to all your apps again. 

Kimbo1
Scholar

Re: Losing Connection

I'm having the same issue so I guess I will have to do a factory reset.  Why is it that every time there is a software update on the black box it causes problems?  Ever since the update a few months ago when the appearance of the whole thing changed it takes longer for my box to connect (when it does connect) and display the home screen, very annoying watching that little blue circle going round and round!

MrToffees
Newbie

Re: Losing Connection

Very same thing happening to me im now wondering why I switched total joke atm. Having to tether just to send this engineer booked but such a long wait time will be switching again very soon. Absolute rubbish sofar

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gavs82008
Legend 5
Legend 5

Re: Losing Connection

@MrToffees 

The issue reported by the original poster was because of the box not NOW broadband.

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Frustrated
Observer

Re: Losing Connection

we experience regular loss of connection usually after midnight. Getting to the point where i am considering ending the service. Never had an internet provider so unreliable.

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jdtv
Advocate

Re: Losing Connection

I'm having the same problem since the last update a few weeks ago, this must be a software bug.

 

When it fails to connect I can go in the WiFi settings, select the exact same connection, which it then connects to.

 

Tried resetting the wifi settings and re-entering the password, which has not helped.

 

Loath to reset the whole box as it will take ages to customise and sign back in to everything!

 

Is there a way to formally report this?

It seems like poor to no testing has been done.

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gavs82008
Legend 5
Legend 5

Re: Losing Connection

@jdtv 

You could try emailing customer support with videos/pictures for evidence.

Address in below picture.

18A7C2B7-D7D8-48CE-AF29-5B893CAFDC02.jpeg