New EE TV box not recording and giving Yvm102/5 messages

[JayneF13]

Hi we have recently upgraded our old BT tv and broadband to EE but when we turn on we get an error message YVM102 or 105 and all recordings look like they gave failed. We keep turning everything off at the wall and back on again which works and the recordings appear until we turn the tv off for the day and get the issue. What can we do as we don’t want to be doing this all the time 😳

[Midnight_Voice]

@JayneF13 

How recently is recently? Are you sure you are past your activation date yet, and everything is activated?

How far from the router is your Box Pro? Are you operating it over Ethernet or via WiFi?

If the former, try another Ethernet cable. Even a nominally good Cat 6 cable can go bad if it is bent too fiercely, or even just trodden on.

If the latter, are you within 5 metres of the router? What does Settings/Broadband Connection/Advanced/Wireless Settings (press it and wait for the screen to change to Configure your Wireless Connection) show as the strength of your Active connection?

Better than turning the Box Pro off and on at the wall, by the way, is touching the EE logo on the Box Pro for just over 8 seconds, which will make it soft reboot.

And leave the Box Pro in standby overnight - don’t keep turning it off and on, if you are doing that currently.

[David-TVTech]

Hiya @JayneF13 , sorry to hear you are having an issue.

YVM102 is the box message saying it can't find the local hub (router) and and YVM105 is the message that means apps are unavailable. Both together suggests you may have a local connection issue between your TV box and the Hub. A failed network connection will mean none of the box services will work (except aerial Freeview if connected)

Did you get a new hub after upgrading, and if so are you connected to that using a cable or using the Wireless option ?

if you go to Settings/Broadband connection and let me know if the box says it's connected, and the serial number if possible (in the Device Information screen) we can work out how to get you up and running. 

Thanks

David

[JayneF13]

Hi we got the equipment last weekend and it was activated on Monday 14 October. On my plan all is activated. We do not use WiFi for the TV box - it is via an Ethernet cable which is about 1 metre apart.

will check the settings to see what it says and thanks for the advice on the soft restart (didn’t know that). 

we never turn things off at the wall overnight as that is usually when we are recording things. Thanks for the advice 

[JayneF13]

Hi we got all new equipment after upgrading last weekend and activated on Monday 14. 

We are connected via Ethernet (less than m away) and today in settings it is saying we are connected to the router and hub (no issues today for the first time).

the device information shows the serial number as +112147+2435001998

thanks