This topic

Here we go AGAIN 🤬

PJCORNELLY — Sat, 07 May 2022 20:47:47 GMT

This piece of Sh..... is not working again!!!!!

Turned on and I have no NOW channels just a message telling me to subscribe. Well I have the subscription it has been working no I haven't cancelled it!

Every day this nonsense over and over.

I've powered off the box and reset still not working!

BT Pro what a joke. I'm calling Monday and this heap of sh... is going back and you can stuff your contract. Embarrassing.

Technology company, hilarious. And yes I am bloody angry.

Re: Here we go AGAIN 🤬

DavidM — Sun, 08 May 2022 09:30:50 GMT

Hi @PJCORNELLY and thanks for posting.

I'm really sorry your STB isn't working again. If you don't get any help when you call please get in touch and I'll be happy to lend a hand. I've dropped you a private message so that option is open to you.

Cheers

David

Re: Here we go AGAIN 🤬

PJCORNELLY — Sun, 08 May 2022 09:46:37 GMT

I've been on the phone best part 40 mins today. The problem is not resolved and now an engineer will call next week.

Just want to cancel and move on as a bad experience.

PVT message sent.

Engineer Called : Update

PJCORNELLY — Wed, 11 May 2022 08:36:03 GMT

The engineer called as arranged, won't complain an excellent service. He fixed the problem via his laptop, some engineer software apparently and the Now HD channels are back.

He told me that probably over 50% of his calls are for the problem I had and it should be a fix the tech team can resolve over the phone. So make of that what you will.

He didn't outright say the BT Pro box was not great but certainly suggested there are "ISSUES" with software.

He also confirmed at the back end of 2020 BT received a batch of faulty boxes and many of these are in service. Hmmm. He did not check the serial number of mine. Actually he did not look at the box at all he did everything on his laptop.

He was with me no more than 10 minutes.

I asked can I do anything if this happens again but said just call and report it!

I have zero confidence in the product but for the second time it is now working. However, if it fails again then I will insist on contract termination.

There is obviously problems with the Pro and BT must know this but remain silent........

Re: Engineer Called : Update

DavidM — Wed, 11 May 2022 10:08:09 GMT

Thanks for taking my call @PJCORNELLY .

I'm really glad the engineer got this sorted for you. If you have any other problems please get in touch and we'll be happy to help.

All the best

David

Re: Engineer Called : Update

PJCORNELLY — Wed, 11 May 2022 10:08:46 GMT

I just want to add, credit where credit is due. @DavidM has been extremely helpful. Restores faith with BT if not the box 🤣

Re: Engineer Called : Update

PJCORNELLY — Wed, 11 May 2022 10:26:49 GMT

I've just noticed that since the engineer called my monthly subscription has increased by £6 per month !!!!

The engineer has added an HD and 4K subscription to my package at £6 per month. He did not tell me he was doing this. Surely this is not allowed.

I already have Now boost through BT on my accout at £5, so I am now paying £11 per month for HD.

Sorry @DavidM when we spoke I thought everything was resolved but it is not. 🤨

I'm on a call now to the accounts team for clarity.

Re: Engineer Called : Update

PJCORNELLY — Wed, 11 May 2022 11:11:54 GMT

Update: Another 30 minute call no resolution the lady taking the call very friendly but totally confused with our account. She is going on holiday today and will look at it next Tuesday!!!!!!

I don't know it just doesn't seem right does it, is there nobody else can resolve the problem?

@DavidM you have been really helpful but my whole experience is that I'm dealing with amateurs not a multi national.

Re: Engineer Called : Update

DavidM — Wed, 11 May 2022 11:21:27 GMT

Hi @PJCORNELLY ,

Thanks for getting back. I'm sorry there's been charges added. It might be that the subscription hadn't been added previously which was what the problem with the HD might have been, though I'm just speculating at the moment. I'm just leaving the office but will pick this up on Friday as a priority. Leave it with me for now.

Cheers

David

Re: Engineer Called : Update

PJCORNELLY — Wed, 11 May 2022 11:47:51 GMT

@DavidM

When I signed up I went with the Entertainment package and Now Boost at £5 so I could get Now in HD.

I have not changed my HD package my account still shows Now Boost at £5 and since the engineer called this morning a further £6 charge has been added for HD and 4K. I have received an email confirming changes to my subscription that highlighted this to me.

I am concerned that an engineer can make subscription changes to my account without discussing the changes with me or explaining what he had done. As I said he was in and out in under 10 minutes.

The HD worked fine until Saturday when it stopped. It can't be my subscription that caused HD stopping as I'm being charged and it still shows as part of my package, plus it worked via the Now app but not via the EPG, so cant be subscription. Yes it does work today but I'm also paying an extra £6.

It's all a shambles a technical issue has now merged into an account problem.

My experience with BT only since March has been nothing but a fiasco. Just please cancel my account and we can all move on.

Re: Engineer Called : Update

PJCORNELLY — Wed, 11 May 2022 20:24:26 GMT

Just turned on the box of tricks to come across a new "issue". Now HD channels are pixelating, see attached.

Freeview channels ok and app streaming OK.

So I followed my daily routine of a box reboot and the "issue" resolved.

But once again surely I shouldn't have to do this each time I want to watch TV!?

This should be Sky Nature HD

@DavidM

Re: Engineer Called : Update

DavidM — Fri, 13 May 2022 17:29:52 GMT

Hi @PJCORNELLY and thanks for posting.

I'm sorry you're still having problems. Are you still connected via the powerline adaptors?

Cheers

David

Re: Engineer Called : Update

PJCORNELLY — Fri, 13 May 2022 17:37:19 GMT

Hi @DavidM ,

The box is connected via a BT WiFi Disc that's located about 2 metres from the box. The box is hard wired to the disc. I have several discs dotted around.

I live in an old house with thick walls wifi is difficult to reach around my home without the discs. The Pro box will have Internet connection issues over the WiFi for sure so I have to hard wire.

Sky Q multi room mini boxes would not work over WiFi but no issues hard wired.

Hope that helps.

I've not switched the box on today home later.

Re: Engineer Called : Update

PJCORNELLY — Fri, 13 May 2022 18:40:07 GMT

Ah right, no via BT disc. HALO 3

Re: Engineer Called : Update

DavidM — Sat, 14 May 2022 11:20:26 GMT

Hi @PJCORNELLY ,

Thanks for getting back. That might explain why you're seeing this issue. Can you check the signal strength on the disc?

Cheers

David

Re: Engineer Called : Update

PJCORNELLY — Sat, 14 May 2022 11:51:48 GMT

@DavidM

Here is the Full Internet info

it clearly shows that the signal strength to and from the disc is excellent, the signal strength at the Pro Box is also excellent. This information is downloaded from the BT website.

I've just tried the box before replying and it seems OK at the moment.

As previously explained I struggle with signal due to the walls in my house, but I am getting Good to Excellent since switching to Halo3 and placing the discs around the place. If that is not sufficient for BT TV to function then I hope BT can accept this and cancel.

Re: Engineer Called : Update

garybs29 — Sat, 14 May 2022 12:43:53 GMT

I may be mistaken here but the complete wifi is not supported for BT tv so if it's causing issues it's not supported/a grounds for cancellation

Re: Engineer Called : Update

PJCORNELLY — Sat, 14 May 2022 12:55:36 GMT

@garybs29

Thanks for your comment but I think you need to not worry about my contract with BT. You are not aware of the many private and verbal communications that have taken place.

I am working through the issues with the tech team and administration, BT administration have requested I work with the tech team to close off all workable avenues before they terminate the contract if indeed we get that far! It is the Tech team that are highlighting the WiFi aspect being the problem as this is where my problems lie, streaming, apps etc. Not Freeview.

I have to say that BT have been incredibly helpful and @DavidM has gone above and beyond calling me to walk through my issues.

It's a shame that my experience has been problematic since week one.

Re: Engineer Called : Update

Filosopher — Sat, 14 May 2022 15:41:18 GMT

Having similar problems..have had to reboot 3 times so far while watching the Championship play off on 442 (Sports Football) one of my Big Sports Channels. If it continues I will sadly have to cancel. The Pro Box is very erratic, how do I get a new one .Working fine again now that I am typing this message.

Re: Engineer Called : Update

Filosopher — Sat, 14 May 2022 15:45:55 GMT

Spoke too soon,now got " a problem with your broadband IPC6023.
Switch to BBC /ITV HD and all working