TV Box is stuck at acquiring IP address

If you have turned on your TV box and find that it won't get past the IP connection screen, this means that the TV box is happening problems communicating with our systems. Luckily, following the below steps can quickly fix this problem for you. 

You will need to establish if the TV box is connected directly to the router via the Ethernet connection or whether the TV box is connected via Powerline Adapters/Homeplugs. 

If your TV box is connected directly to the router then please follow the below steps:

1. Ensure all cables are connected securely both at the TV box and at the router. 


2. Turn off both router and TV box from the power supply.


3. Turn on the router and allow it 5 minutes to start up and configure.


4. 
   After 5 minutes turn on the power to the TV box and allow it to start up and it should now get an IP address and normal service should resume.

 If you are using Powerline Adapters please follow the below steps:

1. Refer to the manufacturer's instruction guide to ensure they are connecting correctly and all relevant lights are on and flashing correctly. 


2. Are the powerline adapters connected directly to a wall socket? Powerline adapters can have issues if they are connected through extension cables or three-way plugs.


3. Have you tried re-syncing the powerline adapters? After a while, all powerline adapters need to be resynced. Please refer to your manufacturer's guide for instructions on how to sync your powerline adapters.


4. Have you tried changing the connection port on the router? Unplug the network cable and re-insert it into any of the other spare Ethernet ports on the back of the router.

If neither of these options resolves your issue, please submit a ticket.