Vodafone TV & SKY

[clivestart]

We recently moved from the old T-Box with the cable system onto the new TV system. In some ways, it is an improvement, but there seem to be many thing sstill to be fixed. One of the primary is this error mesage. I try to click on something, that should be live right now, from the menu and I get the black screen with "Cannot connect to server or connection lost". This is definitely not an internet connection issue - internet is working fine. This seems like a very random thing to happen, but far too random. Anybody else getting this? It is very frustrating. 

[Lon]

Hi @clivestart, hopefully you've found a resolution to your issue by now, but in case you haven't, here's a link to the common error codes for Vodafone TV and how to resolve them. Hope you got that sorted though!

[ivibes]

i have the same issue for two days no sky, where is the link to error codes, I can not see it in your message

[grantt]

https://www.vodafone.co.nz/help/broadband-and-tv/vodafonetv/#errorcodes

[olof]

Clivestart,

Are you still experiencing this issue? If you are, we definitely want to know about it, as it should not be occuring. If it still occuring, can you please let us know:

- What access method are you on? Fibre or Fibre X (cable)

- What speed plan are you on? 

- How is your set-top box connected to the broadband router? Via WiFi extenders, Ethernet, or by some other means?

[ivibes]

I am still getting this issue. Often having to restart to resolve.

FibreX 200
connected directly to the broadband router with ethernet cable.

p.s the link above doesn't take me to a list of error codes it just takes me to the help page

[olof]

Very strange indeed. Can you please:

• Tell what broadband router you have?
• Try to connect with a different Ethernet cable to make sure this is not a faulty cable?
• Let me know if you are experiencing any internet problems when the TV issue occurs?
• If you know how to do it, tell me what DNS servers the broadband router is configured with. (If you don't know what I am referring to please ignore!)

By the way, the link above should work for error messages. Just tried it. 

[Muntedkiwi]

We are hitting this too. Hitting this msg on some channels but not others.

TV2 and Prime for example are hitting this error. TV1 and TV3 work fine.

Can surf the internet on my laptop without any issues.

Have restarted VTV from the box a few times without any success.

This has happended multiple times this year. Random. Random far too many times.

The error code page is useless when we don't have an error code to start with. 

Where are the fixes for this issue considering it has been going on way longer than just the start of this stream?

There are too many things which should have been fixed or improved by now. 

Is the equipment you've supplied genuinely up to the job?

Where are you Vodafone? Why are you allocating your resources elsewhere when this VTV needs a lot of work?

[AnnetteBrazenda…]

I only had mine running for one day and am getting this error sc013. This code is not included In your error list. I am on fibre, connected via a bridge supplied by you. Please help

[Hanzie]

Ensure your router and Vodafone TV box are in the same room and directly connected. Make sure your router has good line of sight and is not obstructed too much.

My experience with the extended routers was bad and I have since decided to move the router to where the tv box is. This is now working fine. The Vodafone solution using extender routers is just illogical. They suggested to connect one extender router to the main router (???) and then the receiving extender router close to the TV box. I never understood the logic of an extender router connected to the main router. Just seems like an additional point of failure...

My next point is the lacking support and understanding of their own product. I tried to get troubleshooting support from Vodafone but literally nobody could provide an actual answer to my problem. Vodafone were reluctant to sort my problem out simply because they themselves did not understand how to solve the problem of router and Vodafone TV box in separate rooms. This is a simple case of a solution that was not properly tested and is fraught with problems.

If you have a faulty product you don't roll it out or suggest a setup that only works if router and TV box are co-located.

I do see potential for the product but Vodafone really needs to look at their processes to support their customer adequately. 

[Hanzie]

Ensure your router and Vodafone TV box are in the same room and directly connected. Make sure your router has good line of sight and is not obstructed too much.

My experience with the extended routers was bad and I have since decided to move the router to where the tv box is. This is now working fine. The Vodafone solution using extender routers is just illogical. They suggested to connect one extender router to the main router (???) and then the receiving extender router close to the TV box. I never understood the logic of an extender router connected to the main router. Just seems like an additional point of failure...

My next point is the lacking support and understanding of their own product. I tried to get troubleshooting support from Vodafone but literally nobody could provide an actual answer to my problem. Vodafone were reluctant to sort my problem out simply because they themselves did not understand how to solve the problem of router and Vodafone TV box in separate rooms. This is a simple case of a solution that was not properly tested and is fraught with problems.

If you have a faulty product you don't roll it out or suggest a setup that only works if router and TV box are co-located.

I do see potential for the product but Vodafone really needs to look at their processes to support their customer adequately.