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Plusnet youview+ box dropping audio only on network programmes

Plusnet Help Team
Plusnet Help Team
Posts: 1,480
Thanks: 284
Fixes: 84
Registered: ‎26-03-2018

Re: Plusnet youview+ box dropping audio only on network programmes

Hi @hedgie,

 

Thank you for providing your availability for an engineer, I've booked the next available appointment slot for you now. The date and time of this are account specific information so I've added the details to the ticket here. Please let us know if this needs rearranging.

 

Our faults team will contact you once we've received an update from our suppliers after the visit, but please feel free to get back in touch on here if there's anything that you'd like to discuss in the meantime.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
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Shep41
Pro
Posts: 306
Thanks: 109
Fixes: 2
Registered: ‎31-05-2017

Re: Plusnet youview+ box dropping audio only on network programmes

Has anyone at plusnet checked to see if your connected to a hot vlan?
hedgie
Dabbler
Posts: 11
Registered: ‎04-07-2019

Re: Plusnet youview+ box dropping audio only on network programmes

Everything was disconnected, all connections unplugged at Master socket and it still showed a problem on the line.

 

Plusnet Help Team
Plusnet Help Team
Posts: 14,356
Thanks: 4,482
Fixes: 733
Registered: ‎21-04-2017

Re: Plusnet youview+ box dropping audio only on network programmes

@Shep41 wrote:
Has anyone at plusnet checked to see if your connected to a hot vlan?

Yes. As per the above there's a bridge tap on the line.

@hedgie wrote:

Everything was disconnected, all connections unplugged at Master socket and it still showed a problem on the line.

Let us know how the engineer visit goes tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
hedgie
Dabbler
Posts: 11
Registered: ‎04-07-2019

Re: Plusnet youview+ box dropping audio only on network programmes

BT Engineer has been and replaced Master socket. Said the problem was on the line but it should be ok now.

Can we rerun the test to see if the bridge TAP has been removed.

Plusnet Help Team
Plusnet Help Team
Posts: 1,591
Thanks: 302
Fixes: 58
Registered: ‎11-01-2018

Re: Plusnet youview+ box dropping audio only on network programmes

 

Hi @hedgie

 

Thanks for coming back to us with that update.

 

I've tested the line and everything is green across the board so I agree that the engineer appears to have sorted this.

 

Could you test your YouView playback and let us know how you get on?

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team