This topic

My BT box 91-00438

charlie1231 — Sun, 07 Dec 2025 10:58:31 GMT

My BT box 91-00438 failed BT have sent new EE 4K box but my TV is not 4k rated so it will not work do i have to go and buy a new 4K TV?

Re: My BT box 91-00438

licquorice — Sun, 07 Dec 2025 15:14:18 GMT

I don't have any form of TV box, but it is inconceivable to me that it wouldn't be backward compatible.

Re: My BT box 91-00438

gg30340 — Sun, 07 Dec 2025 15:50:35 GMT

If you want your TV to display 4k programs you will need to have a 4k TV.

If your TV is not 4k the TV will still display the programs just not in 4k.

Re: My BT box 91-00438

zulu17 — Sun, 07 Dec 2025 18:39:29 GMT

@charlie1231 The Box Pro can be set to output various HDMI displays. , the lowest being 720p ,

other settings being 1080i, 1080p plus a couple of UHD 4K settings.

You can set this by from the Home page of the Box Pro choose Settings Then under BOX MANAGEMENT you should have option to select Picture & Sound and you should see HDMI Display where you can set most compatible HDMI display that matches your TV.

This assumes that the replacement box you have been sent is the EE TV Box Pro . If the the box you have been sent is a BT 4k (there is no EE 4K Humax model) then it would be a similar process to select the desired HDMI display but a slightly different range of options.

Re: My BT box 91-00438

charlie1231 — Mon, 08 Dec 2025 09:36:52 GMT

Hi Charlie1231

I have done this and reset the tv to 180, but it still comes up with the same message "Content protection could not be enabled". I phoned BT and the chap was extremely helpful and spent almost an hour trying to sort it out and eventually came to the conclusion that my TV was not 4G and that I may have to buy a new one, which is an expense I don't really want before Christmas which is why I am asking if there is any other solution. I would be quite happy to have my old box but apparently they are not made anymore. so it looks like that not only have I lost all my recordings but I am faced with buying a new TV!

Re: My BT box 91-00438

charlie1231 — Mon, 08 Dec 2025 09:41:43 GMT

Thanks for your reply, it will display the programs menu, but when you click on the one you want to watch it comes up with the message 'content protection could not be enabled'

Re: My BT box 91-00438

charlie1231 — Mon, 08 Dec 2025 09:45:51 GMT

I'm afraid that this was the conclusion the chap from BT came to after spending almost an hour on the phone trying to help., but I'm just wondering if anyone else has had the same problem and if so, how did they resolve it?

Re: My BT box 91-00438

licquorice — Mon, 08 Dec 2025 11:29:49 GMT

The guy was talking absolute nonsense, content protection is absolutely nothing whatsoever to do with the TV not being 4K capable. It sounds like an account type issue

Re: My BT box 91-00438

charlie1231 — Tue, 09 Dec 2025 09:17:04 GMT

I hope you are right, I really don't want to spend out on a new TV just before Christmas, but if I don't it means I cannot record anything - have you any suggestions? Also, if when it says on the screen 'Content protection cannot be enabled' does not mean that i have to upgrade to a 4G TV, what else could it stand for? Or if the new EE box will not go backward to work with to a less than 4G TV what else coulds that message mean? It also comes up with the code YVM 607 which means nothing to me. I'm sorry to bother you with all these questions, but at 78 I'm really not up to understanding all this technical stuff and I would really like to have it working over the Christmas period.

Re: My BT box 91-00438

iniltous — Tue, 09 Dec 2025 09:22:43 GMT

https://www.avforums.com/threads/bt-vison-yvm607.2065369/

Re: My BT box 91-00438

charlie1231 — Wed, 10 Dec 2025 10:02:00 GMT

Hi Again!

I had a BT engineer around yesterday and he spent a lot of time trying to get this wretched EE box to work -without success and came to the same conclusion as the BT chap on the 'phone line. I have to buy a new TV. Just what I didn't want just before Christmas! But thanks to everyone who replied and tried to help.

Paul

Re: My BT box 91-00438

licquorice — Wed, 10 Dec 2025 12:00:59 GMT

No you not need a new television, you need somebody that knows what they are doing.

Re: My BT box 91-00438

chrisjp — Wed, 10 Dec 2025 12:38:15 GMT

Yes, the danger is that, if you follow BT reps' advice and buy a new TV, it STILL won't work, because it's an account problem and not a TV resolution problem.

Re: My BT box 91-00438

licquorice — Wed, 10 Dec 2025 12:41:55 GMT

@charlie1231 do you seriously think that the thousands of customers that have this box have all been out and bought new televisions?

If you needed a new television, you wouldn't be able to see the error message.

Re: My BT box 91-00438

zulu17 — Wed, 10 Dec 2025 14:30:52 GMT

@charlie1231 Can I ask a few questions

With your old box (I believe the 91-00438 is the product code for the DTR2100 BT TV box) did you have it connected to your TV using a SCART cable or via using an HDMI cable ? Do you know the make and model number of your TV ?

If understand correctly (and I'm no expert here) the message you are seeing tends to suggest the handshake between your new TV Box and your TV is not deemed a secure enough protocol for HD content and therefore isn't displaying it. Potentially this could be due to the quality of the HDMI cable being used , the compatbility of the HDMI port being used on the TV and the output HDMI display from the TV BOX.

Whether your existing TV is 4K compatible is a red herring , it is HD content that the issue seems to be the issue. I would expect the EETV suport to have an escalation process if they cannot resolve.

Re: My BT box 91-00438

charlie1231 — Thu, 11 Dec 2025 09:37:45 GMT

As far as I can remember (!'ve returned it) it had both a scart for my video recorder and another HDMI for my box ,

When I received my new box I used all the cables that came with it except the scart an it does not have a scart port, I'm afraid I don't know the TV number but it is a Samsung which I have had for around 10 years so it's not a youngster! I'll be bl..dy cross with BT if I spend upwards of £300 quid on a new TV and it still doesn't work

Re: My BT box 91-00438

Peter_W — Fri, 12 Dec 2025 12:17:08 GMT

Hey @charlie1231.

As some of the others have suggested here, I would say it's very unlikely that this is a TV compatibility issue and the purchase of a new TV would resolve the issue.

To save you needing to immediately make a big purchase, is there a chance you could try testing your box with a different TV?

That way we can see if the issue can be replicated elsewhere or resolves with a different device.

Peter

Re: My BT box 91-00438

charlie1231 — Sat, 13 Dec 2025 09:24:52 GMT

Hi peter,

Thanks for your reply, I'm afraid I only have one TV, I've got yet another BT engineer coming on Monday and am hoping he will sort it out as it seems that there are divided opinions as to whether or not I need a new TV.

Thanks again,

Paul

Re: My BT box 91-00438

gg30340 — Sat, 13 Dec 2025 09:40:18 GMT

There are very few 4k TV programs available. If it can't get or display 4k on the TV it will drop down to the next format that can be displayed on your TV.

You have either set the box up wrong and been given incorrect information about how to set it up from the customer service reps or the box is faulty.

A new TV should not be required.

Re: My BT box 91-00438

charlie1231 — Sun, 14 Dec 2025 09:50:40 GMT

Hi Distinguished Sage,

I had another BT engineer around yesterday, specifically to have a look at the EE box, he tried everything, including a new HDMI cable and a new box without success and he came to the conclusion that the problem had to be the TV and sadly, recommended that I had to buy an new one, so many thanks to all of you who have tried to help - I'll post the result here when I get my new TV, I just hope that works!