This topic

BT Sport App not working on Apple TV

JS35 — Sat, 28 Jan 2023 09:44:21 GMT

My BT Sport App won’t work on my Apple TV. All other apps (e.g., Netflix, Prime, Disney+) work, but BT Sport will open, but will buffer for ages and then produce an error code.

Any help would be much appreciated.

Thanks

Re: BT Sport App not working on Apple TV

NeilO — Mon, 30 Jan 2023 13:10:06 GMT

Hi @JS35 I'm sorry about that, what error code are you getting?

Thanks

Neil

Re: BT Sport App not working on Apple TV

JS35 — Sat, 11 Feb 2023 13:12:49 GMT

Thanks, Neil - CN104

Re: BT Sport App not working on Apple TV

JohnC2 — Mon, 13 Feb 2023 09:59:32 GMT

Hi @JS35, thanks for confirming that. Are you able to test the Sport app on a different device to see if it works ok on that?

Cheers

John

Re: BT Sport App not working on Apple TV

DarrenDev — Mon, 13 Feb 2023 10:29:02 GMT

CN104 means a timeout when trying to connect to our servers. If you can try watching the same video on a different device on the same connection (e.g. from a web browser on a PC - www.bt.com/sport/), I'm guessing it'll fail the same. In which case, try rebooting your router.

Re: BT Sport App not working on Apple TV

JS35 — Mon, 13 Feb 2023 12:55:27 GMT

Yes - works fine on my phone, using the same home wifi (also from BT)

Thanks

Re: BT Sport App not working on Apple TV

JS35 — Mon, 13 Feb 2023 12:56:21 GMT

Thanks. Yes, if I watch it on my phone, on the same home wifi, then it works perfectly.

Re: BT Sport App not working on Apple TV

DarrenDev — Mon, 13 Feb 2023 15:33:42 GMT

When did you last try? I can't see any logs from your account since the beginning of the month on your iphone, and from your Apple TV there's been nothing for a month. Could you please log into the app on your Apple TV and try again?

Re: BT Sport App not working on Apple TV

JS35 — Wed, 03 May 2023 14:50:18 GMT

Hi there

I have logged out and logged in, restarted the app, deleted and re-downloaded the app, but unfortunately the problem persists.

I get a range of errors each time I try: CF002, CN105, CN104

My best guess is that it is a wifi signal issue; however the wifi is BT, and there are no issues with any other apps on our apple TV (e.g., Netflix, Prime, Now etc.)

Any help / advice would be very much appreciated.

Thanks

Re: BT Sport App not working on Apple TV

DarrenDev — Wed, 03 May 2023 15:39:33 GMT

CN105 means an error when trying to call our server.
CN104 means a timeout when trying to call our server.
CF002 specifically means an error or a timeout when trying to load the main configuration file from our server.

Logs from Sunday show your iPhone and iPad having lots of timeout issues too.

I've checked your broadband and it looks stable, and more than fast enough.

All signs point to your Wifi signal just not being fast/reliable enough, but you say other apps work fine. So I'm afraid I'm completely out of ideas. Are you able to temporarily connect with a network cable? Or move the Apple TV nearer to the router long enough to test?

Re: BT Sport App not working on Apple TV

JS35 — Wed, 03 May 2023 15:57:23 GMT

Thank you - plugging a network cable from the router to the apple TV unit seems to be the solution! Many thanks.

Re: BT Sport App not working on Apple TV

jordiebell — Wed, 10 May 2023 19:54:40 GMT

Hi I wonder if you can help me then, I get the error code (CN105) on my mobile app and on my Amazon Fire Stick... The WiFi is working fine on everything else... Thanks

Re: BT Sport App not working on Apple TV

DarrenDev — Wed, 10 May 2023 19:56:47 GMT

What happens if you try to open www.bt.com on your mobile when the app is failing to load @jordiebell ?

Re: BT Sport App not working on Apple TV

jordiebell — Wed, 10 May 2023 21:00:38 GMT

I get VC011 😞

Re: BT Sport App not working on Apple TV

DarrenDev — Wed, 10 May 2023 21:09:48 GMT

It's not possible for you to get VC011 when trying to go to bt.com - I assume you mean the app is now loading for you, but you're seeing VC011 when you try to launch the player?

Re: BT Sport App not working on Apple TV

jordiebell — Thu, 11 May 2023 13:40:05 GMT

VC005 it says

Re: BT Sport App not working on Apple TV

NeilO — Thu, 11 May 2023 15:12:37 GMT

Hi @jordiebell These error codes normally indicate a problem with your internet connection.

Try these steps to fix:

Refresh the page and start again
Check our service status page (click on the 'TV' tab) to see if there are any known problems affecting the BT Sport service
Check your internet connection by trying to watch a video on YouTube. If connecting using wi-fi, check you've entered the correct wi-fi password and have logged into the internet (some public networks have a two-stage log-in process)
Log out of the online player and back in again

Thanks

Neil

Re: BT Sport App not working on Apple TV

jordiebell — Thu, 11 May 2023 16:28:29 GMT

Hi it says no known problems I have tried to restart and log in etc etc numerous times and the WiFi is working perfectly on every other device...

Re: BT Sport App not working on Apple TV

DanielS — Fri, 12 May 2023 12:27:40 GMT

Hi @jordiebell,

You've said that you're getting three different errors. First is CN105, then VC011 and now VC005.

Can you let me know which way you are trying to watch BT Sport and which errors you get for that specifically?

Let me know, please, as I may be able to help you as it could be an account issue either.

Thanks
DanielS

Re: BT Sport App not working on Apple TV

DarrenDev — Fri, 12 May 2023 15:25:45 GMT

Just to add to this one ...

We've had a horrendous week of people experiencing intermittent issues with timeouts or connection failures. The cause was identified as the failure of a major network node in London (nothing to do with us), and I've been informed this morning that they now believe it to be fixed.

So I'm hoping that your issue @jordiebell was the same as was being seen by others, and is now resolved.