This topic

New to BT Broadband

Sami71 — Wed, 03 Jun 2026 07:38:14 GMT

Hi,

I have just switched to BT Broad band.

Unforunatley I cannot load Netflix, BBC Iplayer or ITVX.

I have tried everything I can think of - could it be the box?

Thanks in advance if anyone can help 🙂

Re: New to BT Broadband

iniltous — Wed, 03 Jun 2026 09:25:12 GMT

What do you mean you can’t load Netflix, BBC Iplayer or ITVX ? Are you saying your ‘smart’ TV applications don’t work after getting BT broadband, if that’s the case how does your TV get ‘on line’ Ethernet cable or WiFi , if Ethernet cable did you move the cable from the TV into the new BT router LAN port ? , if WiFi have you entered the appropriate BT router login credentials into the TV ? , you ask ‘ could it be the box’ ? , what box are you talking about ?

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 09:39:02 GMT

Hi,

Thank you for your reply - as you can see i dont know what im doing !!

I have a SH3 - The connection is as follows - Hub - Ethernet - Fire stick - Smart TV.

I have signed in to all - and the internet is working well.

I was wandering whether there is something stopping the launch of the 3 sites?

If you have any suggestions , I would be really grateful as I have been trying to sort this for 3 days.

Thanks again

Re: New to BT Broadband

iniltous — Wed, 03 Jun 2026 10:03:15 GMT

So are the apps that don’t work on the firestick, if so , is the firestick successfully connected to the hub ( Firesticks are WiFi devices not wired Ethernet) so you have been in the firestick admin options and can see it’s connected to the internet , does anything on the firestick work , like the browser or the live prime TV stuff (true crime etc ) , but the only those 3 apps that don’t work , in which case is this firestick new or old and did it worked previously with your previous broadband provider assuming you had a broadband provider before BT .
Obviously if this firestick was logged onto a previous ISP/router and you have changed ISP and router , you need to reconfigure the firestick with the new ISP router WiFi login settings.

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 10:01:21 GMT

Hi,

Thank you - Yes I have switched from Sky - everything else works fine - I will check later the Firestick later (it is a new version) and let you know how I get on - is it easy to reconfigure?

Thanks again

Re: New to BT Broadband

iniltous — Wed, 03 Jun 2026 10:14:45 GMT

Firesticks are pretty easy to configure, AFAIR they normally advise you if they are not online and prompt you to enter the WiFi details to get connected,

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 10:27:58 GMT

Do you think it could be something to do with the VPN?
When I looked at on line fixes this was mentioned?

Thanks again

Re: New to BT Broadband

gg30340 — Wed, 03 Jun 2026 10:35:30 GMT

If you have a VPN turned on and it is using a country other than the UK you will find that Netfix might or might not work and iPlayer won't work. I don't know about ITVX but I imagine it will be the same as iPlayer.

Easy way to find out is to turn your VPN off and see if they work.

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 10:50:51 GMT

Do you know how to turn it off? How do I know if I have one?

Thanks

Re: New to BT Broadband

gg30340 — Wed, 03 Jun 2026 11:17:28 GMT

I thought you had one only because you mentioned "the VPN".

If you do not know whether or not if you have one or how to turn it off I would say that means you do not have one.

Re: New to BT Broadband

iniltous — Wed, 03 Jun 2026 11:41:32 GMT

You will probably need to start from scratch , is the firestick in a hdmi port on the TV , when you power the firestick up , do you get the Amazon logo on screen , once past the opening screen does it respond to the firestick remote , have you entered the WiFi password from the BT SH3 router …does nothing at all work on the firestick , or is it working apart from the 3 applications you mention .

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 13:03:29 GMT

Hi,

I was thinking that - yes only those 3 apps do not work.

Thanks 😉

Re: New to BT Broadband

iniltous — Wed, 03 Jun 2026 13:40:10 GMT

So what happens when you select the Netflix application , does it just sit there and do nothing , does it go to the application download screen , or do you get an error messages ?

I don’t know if the SH2 can limit access to specific sites , perhaps you need to factory reset the router and if still no good look at the parental controls incase these three sites have been made inaccessible (but I’ve no idea if that’s even possible)

Re: New to BT Broadband

gg30340 — Wed, 03 Jun 2026 14:00:31 GMT

It is the Smarthub 3 that the OP has and you can not specify individual sites to block on the hub. The access controls are via the MyBT app.

Have you set up Parental Controls. If you have I think you get a warning on the screen that the site is being blocked by them if it is doing that.

Are you sure you are entering the correct username and password for each site?

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 15:31:47 GMT

Hi,

I have checked the parental control and they are all off.

I am using the correct user names etc.

When I select the Netflix App it sits there and gives me an error code TVQ-000.

Itvx gets me to the homescreen and doesnt play anything.

BBC IPlayer sits there and gives me an error code 2050.

So strange - everything else is working fine .

Thanks for your help - It driving me bonkers !!!

Re: New to BT Broadband

gg30340 — Wed, 03 Jun 2026 15:36:30 GMT

What BT Broadband package do you have and what speeds are you getting?

Re: New to BT Broadband

Sami71 — Wed, 03 Jun 2026 16:04:08 GMT

Hi ,

Unlimited Broadband 13mps which is the same as we had with Sky

Re: New to BT Broadband

1MNicholasM1 — Thu, 04 Jun 2026 11:38:05 GMT

Since your internet is working fine and it is only those three apps acting up, the issue is very likely down to cached data or old network settings from Sky still lingering inside your Fire Stick. You probably just need to give the apps a proper refresh. Go into your Fire Stick Settings, then Applications, and Manage Installed Applications. Find Netflix, BBC iPlayer, and ITVX one by one, and for each of them, hit Force Stop, then Clear Cache, and finally Clear Data. It is also well worth going into your network settings, forgetting your old Sky Wi-Fi network completely, and connecting to your new BT SH3 hub entirely from scratch.