This topic

Apps unavailable

Annie44 — Wed, 05 Mar 2025 19:28:39 GMT

Recently I am getting the message that apps are unavailable and there is no broadband connection to my YouView box.

I have restarted the hub, restarted the box, I connect using Powerline adapters and I have unplugged both placed them next to each other near the hub then moved the one for the box back again. Nothing has worked.

My broadband is working everywhere else and when I turn my box off I can receive Netflix through the tv, but not through the box.

I am at a loss what to try next, I would be grateful for some advice, thanks.

Re: Apps unavailable

gg30340 — Wed, 05 Mar 2025 19:33:11 GMT

Does any device work when using the power line adapters or have you not tested them?

Re: Apps unavailable

Annie44 — Wed, 05 Mar 2025 20:34:58 GMT

The tv is working, I have the guide and I can record programmes, just the apps are unavailable

Re: Apps unavailable

zulu17 — Wed, 05 Mar 2025 23:57:25 GMT

Hi @Annie44

Do you have a current EETV package or are you simply viewing/recording the Freeview channels via an aerial connection. In you have an EETV subscription are you able to watch any of the EE TV subscription channels from the EPG (guide) . These would be the channels in the 300-525 range ?

Re: Apps unavailable

Annie44 — Thu, 06 Mar 2025 08:54:58 GMT

Those channels on the guide say no information available

Re: Apps unavailable

Michael_D — Thu, 06 Mar 2025 11:41:54 GMT

Are you able to watch any of those channels @Annie44?

If not, what error do you see?

I know you mentioned that you'd restarted the hub and TV box, but have you tried to do a factory reset?

Michael

Re: Apps unavailable

Annie44 — Thu, 06 Mar 2025 13:15:45 GMT

The error message reads

EE TV Preview is unavailable

Please check your box and router are connected,

then restart the router. For more visit:

bt.com/tverrors and search YVM102.

I have not tried factory reset on my hub, is there anything I need to know before I try it?

Re: Apps unavailable

zulu17 — Thu, 06 Mar 2025 13:28:19 GMT

@Annie44 It looks like your box is not currently connecting to the Youview/EETV servers , ie you are not getting the EPG from Youview and not able to activate the apps. In the absence of a successful Youview connection the box EPG will default to the Freeview programme data received via the aerial reception, so effectively currently functioning as a Freeview recorder. I speculate that this apparent failure to connect to Youview servers is due either to a genuine lack of connection or possibly if you have a connection the IP address you have currently is not recognised as a UK one by Youview which has happened in the past if IP address lists are out of date.

Re: Apps unavailable

Michael_D — Thu, 06 Mar 2025 14:02:55 GMT

There are some handy troubleshooting steps when you enter the error code that is displayed on our TV help pages, some of which you've already mentioned trying. I'd also check to see if there is a software update for the box in the settings.

If that still doesn't help, I'd recommend speaking to our TV team before doing the factory reset (it may be something they ask you to try anyway) so they can look at it further for you.

Michael

Re: Apps unavailable

Annie44 — Fri, 07 Mar 2025 08:36:42 GMT

Thanks for your reply I think the problem might be the extender plugs, one plug will only flash green on power. I have tried to link them but that plug stays the same. I have extender 500. Am I able to receive replacements or do I have to buy them? Also is replacing the 500’s the best thing or are there better alternatives now? I have had them a long time. Your advice would be appreciated

Re: Apps unavailable

Michael_D — Fri, 07 Mar 2025 09:25:59 GMT

I think it would be best to have a chat with our technical guides @Annie44.

They'll be able to access your account and have a check over everything including the box, the connection and the extenders to get to the bottom of what is happening.

Michael

Re: Apps unavailable

Annie44 — Fri, 07 Mar 2025 10:40:49 GMT

Thank you for your advice. Having spoken with the online team they think my extenders have developed a fault and are sending a new pair.

Re: Apps unavailable

Michael_D — Fri, 07 Mar 2025 10:49:06 GMT

Thanks for the update @Annie44

Please keep me posted with how it goes when the replacement ones have arrived.

Michael

Re: Apps unavailable

Annie44 — Mon, 10 Mar 2025 10:50:54 GMT

Update. BT emailed me today and asked me to call as there is a problem with my order. They advised extenders aren’t made anymore and the only way to fix my problem is to upgrade to EE Pro box. I am at a loss what to do now. I feel so let down

Re: Apps unavailable

Annie44 — Mon, 10 Mar 2025 11:42:25 GMT

I’m still in shock at the conversation when it’s a lie. Extenders are for sale. I remarked that to the person I spoke to and he said maybe buying them is the best option. I suppose that’s what I will have to do but I find the whole thing really upsetting. Only ever been a BT customer so to be treated so flippantly is crushing.

Re: Apps unavailable

Christopher_G — Tue, 11 Mar 2025 10:18:08 GMT

Hi @Annie44

I'm sorry that this has been so upsetting for you. It sounds like the adapters aren't in stock as replacements anymore. Hopefully, once you've bought those adapters, it solves the problem.

Please let us know how you get on.

Chris

Re: Apps unavailable

Annie44 — Tue, 11 Mar 2025 19:42:20 GMT

New plugs have arrived, I now get solid lights on both power and Ethernet, but not one on data. Apps still unavailable, error code changed to YVM104. Box doesn’t detect internet. Any idea what I should do next?

Re: Apps unavailable

Christopher_G — Wed, 12 Mar 2025 15:46:21 GMT

Thanks for coming back, @Annie44

Which adapters do you have? Have you tried restarting all of your devices (TV box, router and adapters)?

Chris

Re: Apps unavailable

Annie44 — Wed, 12 Mar 2025 16:28:57 GMT

I have BT Broadband Extender Flex 500. I have restarted everything more than. In different orders, one at a time, altogether! The data light does not light on the new plugs either, but the other two do. Apps unavailable still. Could an engineer be needed to look at the cabinet or something else?

Re: Apps unavailable

Christopher_G — Wed, 12 Mar 2025 16:32:08 GMT

I think the best thing to do is speak with our technical support team again, @Annie44.

Hopefully they can help you get all set up with the adapters, and that in turn helps with the TV issue.

Keep us posted on what happens.

Chris