This topic

Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 11:11:03 GMT

Hello,

I turned on my bt tv pro box this morning and all of my subscribed channels have disappeared. I currently have the big sports package with bt sport and skysports plus the hd add on.

'Sports' now doesn't show on the purple category bar. The channels can't be searched by number and the box is saying I have 0 subscribed channels.

I've spoke on chat and done all the resets etc, but nothing has worked. What is going on? and could someone help please?

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 11:20:04 GMT

I should also note that channels aren't hidden, I've retuned and the the bt pro box is connected to router via wifi

Re: Lost Subscription Channels

Weerab1983 — Mon, 01 May 2023 11:25:12 GMT

Have you reset the the box to its factory settings?

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 11:27:39 GMT

Hey, Yeah I tried everything including factory reset. Its strange because all the channels where working as of yeserday

Re: Lost Subscription Channels

Les-Gibson — Mon, 01 May 2023 11:52:52 GMT

Have you verified the WiFi connection is working from the settings menu or better still tried connecting over Ethernet

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 12:26:46 GMT

The box says its connected to the hub and the internet. I've tried using apps such as nowtv and played skysports no problem.

Unable to connect via ethernet with the router being in another room. But my bt tv has always been connected via wifi and I was using yesterday with no problem.

I just woke up this morning turned it on and noticed firstly it was asking to be retuned which I've done several times now. It says I have 0 subscribed channels.

Too also note I also subscribed to fibre900 several weeks ago - but I've never had any sort of problem since its install with my bttv.

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 12:29:48 GMT

another observation is that the bt sport app found in the featured apps section is also missing

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 12:54:13 GMT

Update I've moved my tv and bttv box and connected via ethernet, but still have the same problem.

Re: Lost Subscription Channels

Les-Gibson — Mon, 01 May 2023 13:20:34 GMT

I can only think that it must be an account problem which will require intervention from a moderator if true.

@NeilO should be able to help if it is as I suspect

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 13:24:20 GMT

That would be great! I just can't figure it out - super confusing. Not how I want to be spending the bank holiday unfortunately. aI appreciate your help!

I pay for big sports which includes bt sport and skysports. I then have the BT Ultra HD Boost and the NOWTV boost as extras - for MOD

Re: Lost Subscription Channels

DarrenDev — Mon, 01 May 2023 13:28:17 GMT

The channels should be listed even if you don't have a BT TV subscription - just being connected to a BT Broadband line should be enough for the channels, BT Player, and BT branding to appear.

Stupid question maybe, but it is definitely connected to your BT broadband line right? Not to any other internet connection? And the broadband is working ok? (Not sure what would happen infthe box retuned when broadband was down and the 4g backup kicked in).

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 13:35:41 GMT

Hey,

Yeah no listed subscription channels appear at all - even for the services I don't use.

The bttv box I've connected via both wifi and ethernet to my smart hub and the problem persists. I only have one line that comes into my property which was a new full fibre line installed nearly 3 weeks ago. I have the same bt smart hub router that I did before the install. But the channels have all been working fine for weeks over wifi no problem. Yeah my broadband works fine.

But since this morning no subscription channels are listed, the bt app is also missing, and it says I have 0 subscribed channels. This was working fine yesterday when I was watching the football. So I am not sure whats changed?

Re: Lost Subscription Channels

DarrenDev — Mon, 01 May 2023 13:40:41 GMT

The box is failing to load the ISP config file. Unfortunately I don't know what could cause this to happen. If you haven't already then I suggest you reboot both your smart hub and ONT (the white box that the hub is connected to). Once it's back up, check for software updates on your BT TV box (which should also force it to check for ISP config), and then scan for channels.

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 13:48:51 GMT

Hey,

I've tried those steps previously but unfortunately still nothing - I've tried again and the issue is still there

Re: Lost Subscription Channels

RobbieMac — Mon, 01 May 2023 14:27:03 GMT

Hi @Jawa1

Welcome and thanks for posting!

I am sorry for the problems you're having with your subscription channels. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Lost Subscription Channels

RobbieMac — Mon, 01 May 2023 15:01:02 GMT

Hi @Jawa1

I am just dropping by to let you know this should be fixed now. Can you check for a software update for your box please? Also, you may need to perform a factory reset. See How do I reset my BT TV box? | BT Help

Thanks,

Robbie

Re: Lost Subscription Channels

Jawa1 — Mon, 01 May 2023 16:49:36 GMT

Hey,

An update has been pushed to the bttv box which I've downloaded and I have factory reset the box. The bt sports channels have appeared and so now has the nowtv skysports channels. The BTTV app has now also appeared.

Thank your your help - it seems to have worked!

Re: Lost Subscription Channels

RobbieMac — Mon, 01 May 2023 17:20:33 GMT

You're welcome @Jawa1

I'm glad it's working for you again!

All the best,

Robbie

Re: Lost Subscription Channels

ChrisSlade — Sun, 29 Oct 2023 15:54:42 GMT

Help, I'm having same problem. All my subscription channels (TNT Sport and Now) have disappeared. I have reset the box but it hasn't solved the problem