Unable to connect to internet (now tv smart box and Virgin)

[Anonymous User]

Hi All, 

So initially i had the 014 error, and followed the forum steps to disable pings. That didnt work.

I then followed more guides to set up guest wifi on the virgin router and when i connect to the new network i now get error code 009. It will connect to wifi and local network, but not internet.

The devices are fairly close together (as much as possible) and with no obstacles.

I have factory reset several times, also tried the router channel settings to AUTO and it doesnt work.

I wasted about 4 hours on this already including live chat with Now TV and an hour with virgin on the phone!

What am i missing here, please help if you have any ideas!

[Anonymous User]

Hi @Anonymous User

Thanks for your post and welcome to the forum.  Please try turning off your router at the mains for 30s or so and also do a factory rest on NOW TV box.  This has solved error 09 problems in the past.

Hope this helps

[Anonymous User]

Thanks, but it didnt work.

Still getting error code 009.

[schnapps]

@Anonymous User

It it practically possible in your home to run an Ethernet cable between the router and nowtv smart box ?

If so, have you tried your nowtv box over Ethernet instead of WiFi ?

[Anonymous User]

Yes, i tried it and it does not pick up that a cable is inserted?

[BicBasher]

@Anonymous User Try the tips on this page which should work on the Smart Box, this solved issues with Virgin customers with NOW TV boxes.

http://community.nowtv.com/t5/NOW-TV-Box-white/Additional-settings-for-Virgin-Media-Superhub/td-p/144330

[4268]

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@Anonymous User wrote:

Yes, i tried it and it does not pick up that a cable is inserted?

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It won't you have to tell it you are using a wired connection.

[Anonymous User]

Yes, i tried via the set up a wired network method after connecting the cable and got 002 error - it did not recognise it was connected

[schnapps]

@Anonymous User

Just double checking when you go into the nowtv smart box menu settings, then select network, then select wired (Ethernet) then select update connection it fails with a red tick on screen when doing a self test ?

I am also guessing you have tried disconnecting the Ethernet cable, tried a different Ethernet port on your router etc ?

[Anonymous User]

UPDATE

So i had an idea to connect it using my mobile hotspot on the phone, i did this and it connected to my phones internet, i set up the box and the freeview channels etc.

So i then tried to set up a new wirless connection, but it doesnt connect still so theres definately something to do with the virgin router.

At least now i can watch freeview without internet, but obviously i cant use my mobile hotspot for now tv..

Also did a software update while connected to the phone, but this didnt help.

[Anonymous User]

I know you don't want to hear this,but I am on Virginmedia and my box connect first time.

Can you move the box near the router and try again 

[4268]

To be honest I am on Virgin too, never had any issues connecting to the Smart box or other boxes. I do however use 5ghz for smart box. Lounge box is now on Ethernet but was on 5ghz. I do wonder if in part the issue is how different folk have their Virgin set up.