This topic

Lost all Subscription Channels

duxies — Mon, 12 Apr 2021 18:27:27 GMT

Hi, my TV package currently is the legacy BT Max4K and everything has been fine until I requested a home move order on the 5th April. Shortly after placing the order I received a text from BT stating that there was a problem with my order. To cut a very long story short, i found out that the order had ‘failed’ and it took 3 further days and several very long phone calls to be able to get the order fully closed so that it could be then be resubmitted, which happened on 8th April. This move order is now still live and it looks correct for the move to hopefully take place on 29th April. The problem is that straight after placing the new order, I have now lost all of my subscription channels yet BT are telling me that my Max4K package is still live. For the past 3 days I have been passed round the houses in BT with many hours on the phone with nobody being able to find out how to resolve this issue! The support teams have tried resetting my YouView box twice and I have even tried another box with no success. The error that I receive every time that I try to access a subscribed channel is, error IPC6007, BTP-15001 and ‘You need to setup AMC or add it to your TV package’. On the TV guide, the only channels that appear now are AMC and all of the sport channels, none of the other subscription channels appear.

Could anyone offer any help as to how I may get this issue resolved. BT don’t seem to know what is wrong and I am still left in limbo.

thanks

Re: Lost all Subscription Channels

JohnC2 — Tue, 13 Apr 2021 18:21:06 GMT

Hi @duxies, sorry that you have lost your subscription channels. Are you still experiencing this problem or have you got it fixed? If you still need help let us know and we'll be happy to help.

cheers

John

Re: Lost all Subscription Channels

DarrenW — Tue, 13 Apr 2021 17:56:34 GMT

Hi @duxies

Sorry you've had a poor experience with BT placing your home move order, I will personally understand why you've had problem to ensure we don't have them again with other customers.

Regarding your TV service, it should now be back up and running at your current address if you could kindly test?

It's a good start to launch the BT Player using the BT Player button on your remote to see if that launches successfully, if it does then we know everything should be back to normal.

Re: Lost all Subscription Channels

duxies — Tue, 13 Apr 2021 19:51:30 GMT

Hi @DarrenW,

Thank you for your prompt assistance with this. The BT Player is now working correctly, as is AMC, the Kids channels and all of the BT Sport channels.

I still can’t access some of the other subscribed channels from the Max4K package, such as Nat Geo HD.

cheers

Re: Lost all Subscription Channels

DarrenW — Wed, 14 Apr 2021 07:51:09 GMT

Hi @duxies

Is this still the case? We did enable everything that you had before.

Re: Lost all Subscription Channels

duxies — Wed, 14 Apr 2021 10:28:01 GMT

Hi @DarrenW

I’ve checked again this morning and all of my Max4K subscribed channels are now back and working.

thank you ever so much.

Re: Lost all Subscription Channels

duxies — Mon, 10 May 2021 14:27:45 GMT

Hi @DarrenW

Sorry to bother you again with this issue but I have lost all of my HD channels and also some other premium channels since my home move order completed this morning. I should still be on the Total Entertainment Max product which includes BT Sport UHD. Somehow these channels have got lost in the move.

Could you look into this again for me?

Re: Lost all Subscription Channels

DarrenW — Mon, 10 May 2021 14:36:41 GMT

Hey @duxies

Should be sorted now

Re: Lost all Subscription Channels

duxies — Mon, 10 May 2021 15:26:17 GMT

Hi @DarrenW

Theres still no HD channels, etc. I get the error message ‘you need to set up or add it to your TV package’ error BTP-11178

Re: Lost all Subscription Channels

DarrenW — Mon, 10 May 2021 19:24:45 GMT

Hi @duxies

Missed something, sorry my bad! 😞 Forgive me.

Can you please check we are all good now?

Re: Lost all Subscription Channels

duxies — Mon, 10 May 2021 20:40:07 GMT

Hi @DarrenW

Still no HD subscription channels. I rebooted the box again and I rescanned the tv channels and now I’ve lost 50 plus subscription channels from the TV guide. I am still getting the ‘need to add tv channel to my subscription’ error.

Re: Lost all Subscription Channels

DarrenW — Tue, 11 May 2021 08:22:38 GMT

Hi @duxies ,

Can you please give an example of a HD channel which you can no longer access and whether;

1. The channel is not visible in the guide (Missing from the guide)

2. The channel is visible in the guide but when I tune to it, it does not work

Re: Lost all Subscription Channels

duxies — Tue, 11 May 2021 12:12:29 GMT

Hi @DarrenW

The first thing to mention here is that the AMC HD and BT Sport Ultimate channels now work ok but none of the subscription HD channels that should come with Total Entertainment / Max 4K TV package work.

Here are some examples of the HD subscription channels that appear in guide but come up with the error when launching them. It’s worth noting that the SD versions of these channels do work ok.

Nat Geo HD, Nat Geo Wild HD, Discovery HD, TLC HD, Animal Planet HD, etc. Basically everything from channel 373 onwards.

thanks

Steve