This topic

BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

CameronR — Sat, 28 Aug 2021 15:41:42 GMT

Hi,

I have the BT sport monthly pass through EE and am trying to watch on the Samsung TV BT sport app. I can access BT sport ultimate on one of my samsung TVs (model: UE40MU6120) but not on the other (model: QE65Q90RATXXU). This leads me to believe that there is no problem with the subscription. On the problem TV, when I go to the compatibility checker on the app, all areas have a green tick except for 4K and HDR for the device.

I know for a fact that the TV is capable of displaying 4K HDR content as it works with amazon prime, sky Q, etc. I have phoned EE, BT and samsung, none could think of a solution.

Any help would be much appreciated.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Sat, 28 Aug 2021 15:47:19 GMT

Known issue specifically with Samsung 2019 TVs I'm afraid - we've had to disable 4K and HDR support for now.
We hope to have a fix ready in time for the next Ultimate event on September 11th.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

CameronR — Sat, 28 Aug 2021 15:56:45 GMT

Hi Darren,

Ok thanks for the info. It’s annoying that none of the advisors I called had this information as would have saved me a lot of time!

I shall wait for the fix from BT.

Cheers,

Cameron

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

Peter7ee — Mon, 30 Aug 2021 07:07:15 GMT

Hi Darren

Does this mean BT are now addressing the issue of BT Sport App, freezing, directly with Samsung? Previously your responses have been that it is only a small number of people affected, and subscribers need to contact Samsung direct, as BT are unable to intervene, as problem lies with the Samsung version of app.

Regards

Peter

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Mon, 30 Aug 2021 08:36:10 GMT

Different issue @Peter7ee

Please don't for a second think that we're shirking our responsibilities with the other issue - we've done everything we possibly can for now. We're just reliant on Samsung to provide the next level of detail on the issue, as we have no way to investigate that issue any further. Customers are being asked to contact Samsung so that they can use their remote diagnostics tools to get access to logs that we can't see.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

Peter7ee — Mon, 06 Sep 2021 10:36:42 GMT

Darren

I wasn't suggesting that BT were shirking responsibilities. I was just trying to better understand, whether this the issue with the app freezing was being progressed. I fully appreciate that the issue resides with Samsung and it is Samsung that need to make changes at their end.

Regards

Peter

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

Peter7ee — Mon, 06 Sep 2021 14:36:30 GMT

I've contacted Samsung this afternoon and provided details on tv model. BTW, mine is a 2018 model. So it looks like this issue isn't just affecting 2016 SAMSUNG'S. Hopefully, they call back. Thanks again for reply and update.

Regards

Peter

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Mon, 06 Sep 2021 14:41:28 GMT

What are the symptoms of your issue @Peter7ee? On 2016, the issue is that the video would briefly freeze, then jump back 30 seconds, at which point the video and audio become out of sync by 30 seconds and continue that way.

If yours is the same then please send me a DM with your Samsung reference, and I'll add it to the same investigation.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

Peter7ee — Tue, 07 Sep 2021 15:20:45 GMT

Darren

BT Sport app picture was breaking down from HD, to a picture quality that was vey much not HD. The audio would then stop and finally, picture would freeze and would stay that way until refreshed/reloaded. It would then play for a few more minutes and freeze again. I have only been aware of this issue since I've started watching this seasons PL football.

I spoke to a Samsung agent yesterday afternoon and advised him that it was a problem specific to the BT Sport app and that he should have been advised of possible 'BT Referrals'. He was very helpful but didn't give me the impression that he was aware of BT Sports app issue. He took remote control of TV and reset Samsung Smart Hub, uninstalled/reinstalled BT Sport app. Whether any of this has worked, will become clear, next time I sign in to watch a live game.

Regards

Peter

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

marcwatson — Sat, 11 Sep 2021 12:03:35 GMT

Hi @DarrenDev

Is there an update on this? It’s still not working on my 2019 Samsung 8K TV and keen for it be be resolved

thanks

marc

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Mon, 13 Sep 2021 14:22:10 GMT

Which issue are you referring to @marcwatson ?

BT Sport Ultimate is currently disabled for Samsung 2019 models, due to a known issue. This is expected to be resolved tomorrow, in time for the next Ultimate event tomorrow evening.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

marcwatson — Tue, 14 Sep 2021 12:01:44 GMT

Thanks Darren.

yes it’s that issue, ultimate not working on 2019 models - with the device checker showing red crosses for 4K and HDR.

marc

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Tue, 14 Sep 2021 14:30:42 GMT

That's it now re-enabled. You should find that the device checker will show 4K and HDR as available.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

marcwatson — Tue, 14 Sep 2021 20:08:22 GMT

Thanks @DarrenDev

you have been very helpful.

I wonder if there is a better way to make these things public rather than lots of people having to call in.

I phoned a few weeks ago and it took a long time to get anywhere, even BT technical staff weren’t sure if it was a known issue.

Maybe an announcements page?

cheers all the same

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

bizz007 — Wed, 15 Sep 2021 21:09:57 GMT

Hello i am also facing this issue. the samsung tv i have showed all ticks in device checker until recently which now has a x for 4k due to techincal limitations. again no problem with sky in 4k hdr, neflix or amazon so why are BT taking the mick. i think my tv is a 2017 model regardless of year it should be compatible with any 4k hdr tv. paying for ultimate and bt is pointless if you cant support across all platforms/devices. the desktop app is rubbish on win10. no way is it 1080p on bt sports 1 and 3 for champions league game today.

Also the HD on a lenova full hd table is sluggish and in slow motion as if the tablet cant handle it so i have to run it in SD. although youtube, sky go, amazon netflix all work in 1080p flawlessly.

yours truly a software engineer

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Thu, 16 Sep 2021 12:56:18 GMT

Update for those on Samsung 2019 models:

BT Sport Ultimate was re-enabled before the matches last night, but was then disabled again shortly after start as we detected a high error rate from those devices again.

It'll remain disabled until we'd identified the cause of this new issue, and have a fix for it. I don't have an ETA on that just now.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

bizz007 — Thu, 16 Sep 2021 13:17:13 GMT

i have this model also and it doesnt have 4k but has hdr? i have sky multiroom and the tv is 2160p and 10bit enabled. so thats another samsung tv you have no compatibility for. all other apps run in atleast 4k

ue55ku6500

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Thu, 23 Sep 2021 14:36:45 GMT

BT Sport Ultimate has now been fully enabled for Samsung 2019 models again, following a fix deployed earlier this morning.

The next event is tomorrow evening - "Premiership Rugby - Gloucester Rugby v Leicester Tigers" which will be in 4K SDR. Then there's "Premier League - Chelsea v Manchester City" in 4K HDR with Atmos on Saturday lunchtime.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

DarrenDev — Sat, 25 Sep 2021 10:55:22 GMT

... and that's it turned off again!
Shortly after kick off for the rugby last night, we became aware of Samsung 2019 models reporting a large numbers of errors AGAIN - another new error. That year's Samsung TVs really hate BT Sport Ultimate!
We'll analyse the logs on Monday to see what they don't like now.

Re: BT Sport Ultimate (4K HDR) not working on Samsung Smart TV

LeFist — Sat, 25 Sep 2021 11:19:06 GMT

That's incredibly annoying. It's always worked fine on my 2019 Q90R65. I hope it is solved soon.