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Scholar

Internet Connection

Right, I have just purchased a NowTv Smart Box. Everything was fine, the set up ran smoothly and I set up the account with no problems. I connected the box to my router with an ethernet cable.
We were watching a program thro catch up when the picture went off and a red banner popped up "Internet connection has been lost" no sooner had the red banner appeared when a green banner popped up with "Internet connection is back". We went back into the programme, found our place (it had chucked us back to the beginning of the programme) and continued to watch. Approximately 3 minuted later, the same thing happened and continued to do so for the duration of the programme - most annoying!! We've had no issues with our router and to our knowledge, the signal has been a constant one serving our phones, laptop, tablet and when we had it Sky On Demand. Its Virgin and we get speeds of around 50 Mbps. I've Googled the issue but can't seem to find anything. The most annoying thing is it dropping the signal for literally a split second (The red banner hardly has time to display before the green banner appears) but in doing so, it takes you out of whatever it is you are watching!!
I thought I would try a wireless connection, but this wouldn't even connect to the Local Network, it just failed and gave me a 014.50 error message.
Surely this is a faulty box, or does anyone else experience this and just "put up" with it 🤔
66 Replies
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Legend 5
Legend 5

Re: Internet Connection

Hi @Scott_P

 

Maybe there is something in this article that might help ?

 

https://help.nowtv.com/article/Troubleshooting-steps-for-the-Roku-player

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Mentor

Hi I’m getting this exact same thing and was looking to p...

Hi
I’m getting this exact same thing and was looking to post on this same issue!
You’re not the only one and it’s ruining my viewing.
IPlayer seems to work for me, is it the same for you?
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Scholar

Re: Hi I’m getting this exact same thing and was looking to p...

Hi, I haven't watched anything yet on iPlayer - just running a programme now - so far so good.  My daughter was watching YouTube earlier and had no problems either !!!

Are you running thro Virgin ?

I've tried everything in your link schnapps apart from manually adjusting my data settings, but I don't see what this will achieve - but, to eliminate everything, I will do it !!  I'll report back if it makes any difference.

 

It would appear its a fault with the box itself but nobody from NOWTV is either owning up to the glitch or giving advice on how to stop it happening !!!

 

10minutes into watching a programme thro iPlayer and no loss of connection Smiley Mad

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Mentor

Re: Internet Connection

Yes running through Virgin.
I’ve tried sending nowtv a message but for some reason the message isn’t sending 🙄
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Scholar

Re: Internet Connection

We watched a full hour episode thro BBC iPlayer - not a single problem.  Tried to watch Delicious thro Sky One catch up - 32 seconds in and "Internet connection has been lost" Press OK and it takes you back to the begining - continue watching and it drops again and takes you back to a different part but nowhere near where you were so you have to ffwd thro to where you were and so on and so forth !!!!  I then watched a random 30min episode of Inbetweeners thro All4 app and this kept losing connection for split seconds (about every 2 or 3 minutes) but instead of taking me back to the menu, it continued from where it cut off !! Then went into the Now TV programmes and watched Fox - again, less than a minute into viewing and connection drops and it takes me back into the TV Guide !!!!  Just trying to watch an episode from a box set on Sky One - get thro about 2 or 3 minutes and connection gone again only this takes you back to the menu and you have to go from the beginning again !!  

 

Looks like I've bought a Freeview box that I can watch YouTube on !!!!  What an absolute joke !!!

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Scholar

Re: Internet Connection

A further update .........................

 

I have just pulled the ethernet cable (again) and tried to connect thro my phone - guess what? connected straight away and I have just watched 30 uninterupted minutes of Sky Sports News thro the App !!!

 

Now I am even more confused !!

 

Come on NOW TV - what the hell is going on ?

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Scholar

Re: Internet Connection

Further update - I accessed my router and set up a "Guest Account" I tried to connect to this thro WiFi and hey presto, it worked!! Not had any loss of connection!!
I can only assume the issues are with Virgin Media & NowTV clashing somewhere - nothing makes sense as to why I cannot connect via ethernet cable or WiFi, yet have no problems tethering off my phone or going thro a guest account via WiFi 🤔🤔🤔
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Advocate

Re: Internet Connection

Hi Scott,

I have purchased two of the NOW TV Smart boxes in the last 6 weeks. The first one was returned as believed faulty having had on-line chats with technical assistance without a resolution. The second box was exactly the same in displaying the symptoms you detailed in your post. We also had two other devices connected to the internet playing simultaneously the same NOW TV program as we were trying to watch on the Smart box without a problem, while the Smart box dropped in nad out of internet connection. Like your box, it would not connect to the internet via WiFi to a Virgin fibre internet system.

I have now cancelled the passes as I can only conclude that there is an inherent generic fault with the box. I have had four lots of on line chat with NOW TV but in the end they cannot resolve the issue. I have specifically written (e-mail) to them asking how the issue can be resolved but alas they have not responded to the question but instead closed my "case".

I do believe that a new box is close to launch, which I hope resolves the issue and that users like us can exchange for free the old box for a new one. However, I suspect that we will see pigs flying first. 

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Mentor

Re: Internet Connection

I’ve just tried to create a guest network and it won’t even connect to it!
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