This topic

Re: Contacting a moderator

Guisgadgie — Thu, 25 Mar 2021 12:57:11 GMT

I need help with using my laptop to view bt sport etc. Matt-s was my previous contact. Thanks John Bradley (guisgadgie)

Re: Contacting a moderator

imjolly — Thu, 25 Mar 2021 13:00:17 GMT

can you post your actual problem? do you have the sports pack? what error code are you getting?

I've bounced my limit on device limits (WP928)

Guisgadgie — Thu, 25 Mar 2021 13:04:50 GMT

I've got my old problem back where CCleaner is wiping off Silverlight. Need resetting slots.

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Thu, 25 Mar 2021 16:14:24 GMT

If it's BT Sport you want to watch then I recommend you use www.bt.com/sport/watch instead - it'll give you a better experience.

I can reset your device slots if needed, but this is normally only done by exception where there was a genuine customer issue. The fact that you knew about the CCleaner issue but still went ahead and ran it puts us on dodgy ground with our content providers, who put these restrictions on us.

Re: I've bounced my limit on device limits (WP928)

imjolly — Thu, 25 Mar 2021 16:21:56 GMT

@Guisgadgie

If you knew CC Cleaner caused you problems previously when you ran it I can't understand why you continue to use it

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Fri, 26 Mar 2021 09:57:26 GMT

In response to comments I can confirm running Piriform CCleaner using "Custom Clean", where you can set it up to ignore action on Silverlight, DOES NOT effect my device limits. This in evidence of at least 200 - 300 uses over the last year. I believe I have found the root cause in this case (as part of my HSE position I was a trainer in Apollo Root Cause Analysis). I recently changed prime malware protection from Windows Defender to AVG . Within the AVG suite part of the scan is "performance issues". I believe that, as apart from routine W10 updates, this is the only credible cause of seeing the problems of 2019/20 resurface.

Is there a route to get myself reset apart from the agony of an hour long session w/ Mumbai? Previous Moderators did had the authority to get action on this issue.

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Fri, 26 Mar 2021 10:01:20 GMT

All of our call centres are now in the UK, so there are no more calls to Mumbai.
I can reset it for you though. Send me a DM with your BT ID and account number.

Re: Contacting a moderator

Guisgadgie — Fri, 26 Mar 2021 10:12:10 GMT

I have 4 slots for other devices so I can watch BT TV and Sport on line. On #1 I have my Inspiron laptop. On #2 I have my Lenovo tablet (that still works so I can watch sport tv etc.) On #3 I have my Inspiron laptop (same as #1!!). On #4 it says I can't use this slot until after 4th April.

The error message I get is "reached device limits, (WP928)". Hope that clearly explains the issue together with my other post regarding what I am fairly sure is the root cause of the problem. Do not use AVG performance issue! As a precaution I have reinstalled BT TV live in case it was an issue similar to problems of about a year ago.

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Fri, 26 Mar 2021 10:17:12 GMT

Thanks DarrenDev.

Sign on ID is *********@live.co.uk.

GB xxxxxxxx

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Fri, 26 Mar 2021 10:21:15 GMT

I've edited your message to hide your private details @Guisgadgie ... and that's your devices reset now.

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Fri, 26 Mar 2021 10:36:06 GMT

Many thanks Darren. Fairly convinced part of AVG suite caused issue. I'll revert back to Windows Defender, cheers John.

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Fri, 26 Mar 2021 10:38:58 GMT

Feel free to try to reproduce it to confirm for sure @Guisgadgie - I can reset your account again today if you manage to confirm it. It helps us to better understand all possible causes of this issue.

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Fri, 26 Mar 2021 11:41:34 GMT

Daren - Tried AVG twice and NO issues taking away slots. Even tried CCleaner's "Health Check" as well as the one I use "Custom Clean". Can't think of any recent changes a/f the regular w10 updates. Will keep an eye on Device Management for changes, I'm stumped.

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Fri, 26 Mar 2021 11:43:27 GMT

OK thanks @Guisgadgie - let us know if you find out what causes it.

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Fri, 26 Mar 2021 14:32:57 GMT

Ah, just noticed one of the actions I must have taken has added my laptop on again onto position #2. It didn't appear immediately, just looked after about 1 1/2 hours. Weird! The Inspiron's been on line BT TV/Sport continuous since logging into CCleaner and AVG.

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Fri, 26 Mar 2021 14:54:26 GMT

The device ID changed at 13:09 ... don't suppose you know what you were doing at the time? 😉

(account reset again to clear it)

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Sat, 27 Mar 2021 13:54:16 GMT

Not sure Darren, I'll repeat two actions I did yesterday after you did my reset. P.S., I did add my Lenovo tablet and that came on the devices more or less straight away. This afternoon I'll run the CCleaner "Health check". Tomorrow I'll run the AVG suite (unless the CCleaner has taken up another slot. I've run CCleaner using custom setting and no problems occurred, Cheers John.

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Sat, 27 Mar 2021 14:13:03 GMT

Just run CCleaner "Health Check" and whoops, I've taken up a device slot. Looks like the health check removes Microsoft Silverlight. Culprit found, I'll double check by running the AVG tomorrow so I can watch the cycling on Eurosport this afternoon. Many thanks John B.

Re: I've bounced my limit on device limits (WP928)

Guisgadgie — Sun, 28 Mar 2021 11:57:58 GMT

Hi Darren, I've run the AVG suite and NO effect on devices, therefor it's pretty safe to assume it's the CCleaner Health check that attacks Silverlight. CCleaner Custom scan does not effect devices slots. Thanks for your kind assistance. Cheers John B.

Re: I've bounced my limit on device limits (WP928)

DarrenDev — Sun, 28 Mar 2021 12:07:13 GMT

OK thanks @Guisgadgie

I've reset your devices again now. Be sure not to use CCleaner in future then.