Swisscom Box IP2000 - Live channels freezing

tuffcustomer

Hello there,

PROBLEM:

- Swisscom Box IP2000 TV stream freezing during general watching of TV channels

- The problem is more frequent when watching UHD channels (cca. every 10min)

- Changing the channel works as a temporary fix

- Restarting the box has a somewhat more lasting effect (but still not an adequate fix)

OTHER INFO:

- Network connection: Wireless, direct to Swisscom Internet Box (2.5meters away)

- OS version: 5.2

TROUBLESHOOTING:

- For testing purposes I switched out the IP2000 with my second box (older TV-Box UHD model)

- the TV-Box UHD does not freeze like the IP2000 box, it is connected and positioned the same way

Any assistance would be appreciated here.

Gaeilgeoir

@tuffcustomer Did you already do a factory reset of the box? The box has on rear panel or bottom (I'm not sure where it is at the IP 2000) a small hole that you can poke with a paper clip, and then there is a small switch inside that is pressed.

You can do this, without losing anything, as e.g. all registrations are saved in the cloud not on the box. Sometimes this helped in similar cases. The same you can do with your router (there is also a "reset hole"), although I don't believe that this helps, as the second box is working properly, but who knows, just try it.

If all this does not help, I would call the Hotline 0800 800 800, because it could be that the Box has a defect and will be exchanged.

tuffcustomer

Hello Gaeilgeoir,

Thanks for your input here - I have tried the factory reset in the past (a few months back) but the problem always comes back.

Nevertheless, I will perform the factory reset now an will report back on the result.

Thanks!

tuffcustomer

...so, the issue has returned a few hours after the factory reset.

For further troubleshooting I did try connecting the IP2000 over Ethernet - this seems to fix the issue, but is not a feasible connection method for me.

From what I can tell, it seems that the IP2000 has a more error prone wireless functionality than the IP1400.

I guess I will call the helpline for further assistance.

Many thanks

Gaeilgeoir

Ok, then I must have read something incorrectly, because connecting the box to the router via Ethernet would have been the first suggestion. What are the wifi settings? Encryption, Wlan speed? Factory reset of the Internetbox already done? I would appreciate to hear what the Hotline will say.

tuffcustomer

UPDATE:

I have contacted the Swisscom Hotline, I explained that it is not feasible to have a Ethernet cable permanently running to the location of my IP2000 - as usual, they were very helpful and shipped me a WLAN-Box 2 wireless extender.

Since installing the WLAN-Box 2, I have had no issues with channel freezing on the IP2000 😉

LeylaG

Hello @tuffcustomer

Thank you very much for taking the time to post the end of the story here 👍

I am glad you are satisfied and don't experience any freezing anymore 😀

Have a good day

Gaeilgeoir

@tuffcustomer Thanks for the feedback, very helpful. It is indeed interesting that the Wifi connection doesn't work properly although the distance is only 2.5 m, but good know for similar cases.