Now TV Smart Box - model 4500SK-UK - Loses connection

[TVNOWman]

I mainly use the box to watch Grand Prix and for a few months now it keeps dropping the signal with the message "Internet Connect has been lost"

This happens randomly every few minutes or so which is extremely frustrating.
After about a minute it shows "Internet Connection has been restored"
I then have to press the Nowtv button and select the programme I wish to watch.

I never have connection problems with any other device (e.g. laptop, iPad).

Has anyone any idea what could be causing this issue?

It says it's on the latest s/w version - 11.0.3 build 4063
The router says the box is using the 5GHz speed.

Thanks.

[schnapps]

Hi @TVNOWman 

What happens if you try a different wifi channel on your Router or try the 2,4ghz wifi band ?

I am guessing using Ethernet is not an option ?

[schnapps]

Hi @TVNOWman 

Forget to say I have seen a few reports of this loss of internet connection with regards to the NOW box since a recent firmware update.

No problem my end using my NOW 4K smart box, but I am using the NOW box over Ethernet.

[TVNOWman]

Thanks schnapps, I'll give it a try and come back with the results.

[TVNOWman]

I've searched the router settings but can't find where I can change the channel.
It's probably staring me in the face but I can't see it!!
2.4 GHz is using Channel 1
5 GHz is using Channel 24.

It's a Plusnet Hub One | Software version 4.7.5.1.83.8.289.1.3 | Last updated 06/12/21

[schnapps]

Hi @TVNOWman 

I don't own a Plusnet Router so i won't be able to help on this matter, where on my Router under the wifi settings section there is an option to uncheck the automatic channel feature and pick the wifi channel number you want to use.

I believe the Roku and NOW TV devices operates around the wifi range of 2.4ghz channels 1 to 13 and 5ghz channels 36 to 48.

If that doesn't help then perhaps try the basic trouble shooting steps in this linked guide below and the first step i would try is step 6 a forced software update (update the software even if on the same version number).

https://help.nowtv.com/article/troubleshooting-now-box-stick 

[TVNOWman]

Thanks again schnapps.

I thought it would be easy!
2.4 GHz is 1 to 13
5 GHx is 36 to 128 (every 4th one)

Currently 1 and 48 respectively.
Any recomendations what to set them at, 9 and 56?

[schnapps]

Hi @TVNOWman 

If you have a Android phone or tablet you can download the wifi Analyzer App from the Google Play Store which can see the wifi congestion in your home.

On my Roku Streaming Stick + that doesn't have Ethernet that i use on wifi where from memory i use 5ghz channel 36 and when on 2.4 ghz (depending on the room location i move the Stick around on different televisions in the house) i use some where between channel 6 to 10.

[TVNOWman]

OK, thanks.
I don't have Android just an iPad.

I'll change the values and see if it makes any difference.

[TVNOWman]

I've changed the values to 9 and 44 respectively and so far after an hour it hasn't dropped the connection (famous last words!),  so that looks good.

I'll reply if it starts dropping the connection.

[sdan10]

iam getting same on my now stick live chat are trying to say its my broadband  my broadband is ok.

its started with new software update.

[TVNOWman]

Having changed the channels to 9 (2.4GHz) and 44 (5GHz) and watching the Test Match for hours it hasn't dropped out once.
The test will be this weekend when I watch the Grand Prix where it was dropping out every few minutes. Not that the Grand Prix should be the reason it drops out (should it?!).

[Lodge]

About three weeks ago, just before two weeks holiday, our Now Smart Box said it was not connected.  Live TV worked OK, but not Catchup.  We have a BT Hub6 upstairs with my Mac and an internet extender plugged in at the the back of the TV downstairs, which feeds the signal into the Now Box (wired).  It's worked fine for five years with one interruption earlier this year, which was solved via this very useful community chat.  I've tried updating, but it won't do it, as it says there's no connection.  I've repositioned the box and replugged all the connections, still no good.  The Internet works perfectly well on my Mac, my wife's PC and my iPad, so the connection is there.   And if live TV is OK, why not catch-up?  Any help, please?

[schnapps]

Hi @Lodge 

Have you tried temporary switching to wifi on the NOW box (even if there is no wifi reception) then temporary disconnect the Ethernet cable between the NOW box and Ethernet mains adaptor, then reconnect the Ethernet cable at both ends, then go back into the NOW box Settings and swap back to a wired connection.

Worth a try if you haven't tried it already.

[TVNOWman]

Just to reiterate - since changing the channels a month ago it has never dropped out. 😁

[Lodge]

Thanks,

Ken

[Lodge]

Thanks, Schnapps. I'll try that later and let you know.

Ken

[Lodge]

Tried changing from Ethernet to Wifi and back again, but it didn't work.  The Broadband extender in the socket has three green lights: Power, Ethernet and Data.  If I turn it of and on again, the lights come on in that order, but the Data one goes off after a few moments.  Is this a problem?

[schnapps]

Hi @Lodge 

Have you got a television closer to your BT Hub Router, where you can test the NOW Box on over wifi ?

You don't have to connect a TV aerial into the back of the NOW box to see if it connects over the internet and the Apps and NOW TV streaming services work.

Other than that have you tried a full factory reset by turning over the NOW Freeview Smart box and holding in the reset button underneath the box for around 20 seconds.

If you go down the factory reset route you will have to set up the box again from scratch including inputting your existing NOW account details and a retune of the Freeview channels via the connected TV aerial.

[schnapps]

Hi @Lodge 

I have never used an Ethernet extender, but if the green data light is going off, then I am guessing there is an issue.

What does the Ethernet extender manual say if you still have it or go online to check? 

I am guessing a factory reset on the Ethernet extender if it has one didn't help ?

If you can try temporary bypass Ethernet and test the NOW box over wifi if you can temporary move the NOW box to another television in your home closer to the BT Hub Router where you know there is a wifi reception. 

[Lodge]

Thanks again for the advice.  We don't have another TV to test the box on, but I'll try the other options.  It may be that we need a new extender, but I can check with our son-in-law, who used to work for BT.