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BT sport live channels freezing on Roku devices

Mark2049 — Thu, 27 May 2021 10:35:25 GMT

Hi there, I've noticed a lot of conversations and complaints about recent updates made by BT on the app which has caused streaming / viewing issues across multiple devices and namely samsung tvs.

I have a two Roku NOW TV boxes, one from 2015 which wirelessly streams BT sport channels fine, the other is from 2019 but the BT sport live channels stream for circa 30 seconds then freeze while the audio continues to run. Ive notice exactly the same complaint from others in this community on Samsung TVs and Roku boxes. The box works perfectly and stream every other app / platform seamlessly so it must be an issue with the app.

Ive done all the usual updates, factory settings, reinstalled the app etc etc and nothing has worked. Its not a broadband issue as I have over 200mbps with Sky sports, Netflix, Amazon etc streaming seamlessly and simultaneously around the whole house.

Any ideas / help would be very welcome?

Mark

Re: BT sport live channels freezing on Roku devices

DarrenDev — Thu, 27 May 2021 10:50:29 GMT

Thanks for raising it separately @Mark2049 - it makes it a lot easier to follow this discussion separately.

I've raised this with the Roku dev lead, and she's not heard of anyone else reporting this. Could you please send me a DM with your BT ID, so that she can specifically check logs for your device/account.

Re: BT sport live channels freezing on Roku devices

Mark2049 — Thu, 27 May 2021 11:26:40 GMT

Sure, just sent

Re: BT sport live channels freezing on Roku devices

NigelB72 — Thu, 27 May 2021 12:26:08 GMT

@DarrenDev I've got two Roku Streaming Stick+'s and have never had an issue with BT Sport on either 👌

Re: BT sport live channels freezing on Roku devices

mattelll — Thu, 27 May 2021 22:01:41 GMT

I'm having the same issues. Done everything with no joy.

Re: BT sport live channels freezing on Roku devices

DarrenDev — Tue, 01 Jun 2021 12:57:51 GMT

@mattelll @Mark2049

If you get a chance today, could you please check our live channels (from the Channels menu) and let me know if you're seeing this issue still?

Re: BT sport live channels freezing on Roku devices

mattelll — Tue, 01 Jun 2021 14:33:09 GMT

Everything seems OK now.

Re: BT sport live channels freezing on Roku devices

DarrenDev — Tue, 01 Jun 2021 14:36:31 GMT

Ah OK thanks @mattelll

We've not been able to replicate it on any of our devices, and neither have Roku, so it sounds like whatever it was has resolved itself. We're going to need to park this investigation until we get any further reports.

Re: BT sport live channels freezing on Roku devices

Mark2049 — Tue, 01 Jun 2021 17:23:34 GMT

Hi Darren, all live channels seems to be working fine now.

Regards

Mark

Re: BT sport live channels freezing on Roku devices

DarrenDev — Tue, 22 Jun 2021 09:34:23 GMT

Hey guys. We discovered a hardware fault specifically with some models of Roku and Now TV device when switching to our higher quality streams. We've implemented a workaround on our side for this issue whilst Roku continue their investigations. Everything looks good from here now, but we'd appreciate if you'd be able to confirm everything is still OK with you @Mark2049 and @mattelll ?

Re: BT sport live channels freezing on Roku devices

mattelll — Tue, 22 Jun 2021 14:17:58 GMT

Everything OK here.

Re: BT sport live channels freezing on Roku devices

veryscarybiscuits — Sun, 31 Jul 2022 12:40:36 GMT

Hi,

I'm having issues with this today. I'm trying to watch the UFC replay, but the device keeps freezing and restarting. It's so frustrating because I then have to fast forward to the point where the stream died, which takes ages, only for it to die again a couple of minutes later. After struggling through the prelims and the 1st half of the main card, my patience have run out.