This topic

Pro box, IPTV

Thrxn02 — Thu, 27 Apr 2023 17:09:13 GMT

Bt pro IP mode , wrong regional news programme

IPTV only, no aerial, factory reset on pro box and Hub, still getting South West news on BBC and ITV despite living in Hampshire ( where i should be getting meridian)

Any ideas please.

Re: Pro box, IPTV

DarrenDev — Thu, 27 Apr 2023 17:42:31 GMT

I can see your box correctly calling in, and the system saying that your address is in the "South West" TV region. So the system is working as it should, but it sounds like there's a data error.
I've asked one of my colleagues for help - I'm hoping I'll get a reply tomorrow, but she is incredibly busy. I'll update when I get an answer.

Re: Pro box, IPTV

DarrenDev — Fri, 28 Apr 2023 09:13:23 GMT

OK, so you moved home in February (from South West) and our systems haven't quite handled it properly . The right people are investigating - I'll update as soon as I have an ETA on the fix.
Sorry for the inconvenience.

Re: Pro box, IPTV

Thrxn02 — Wed, 03 May 2023 14:23:25 GMT

Thanks DarrenDev

Any fix ETA yet please?

Re: Pro box, IPTV

DarrenDev — Wed, 03 May 2023 15:43:54 GMT

Unfortunately not, but you haven't been forgotten - our customer experience team are still working their way through all the affected systems to find the root cause.
Unfortunately, there's not even a manual override for us to temporarily fix it - any attempt we'd make to manually fix the data would be overwritten again a few minutes later.

Re: Pro box, IPTV

Thrxn02 — Thu, 04 May 2023 19:12:15 GMT

thanks for update

Any reason why i have now lost access to BBC1

guide starts at Number 2 (bbc2)

no hidden channels

all via pro IP?

Re: Pro box, IPTV

DarrenDev — Fri, 05 May 2023 09:45:18 GMT

If you reboot the box, you should find BBC1 will return. I'm told it's a known issue with BBC making tweaks at the moment, which the box doesn't pick up straight away. Could you please confirm when you noticed it had disappeared, and that the reboot fixes it? Just to make sure it's the same issue.

Regarding your TV region issue, we have a fix now in test that can handle home moves properly. I don't yet know how long it'll take to deployed to live - given it could affect everyone, it'll need to be very thoroughly tested. I'll update again when I have an ETA.

Re: Pro box, IPTV

Hunter2660 — Fri, 05 May 2023 17:23:10 GMT

In the meantime try one of the channels in the 800's. Chances are you may find your correct local region there. At worst you should get West Country West locals.

Re: Pro box, IPTV

Thrxn02 — Fri, 05 May 2023 17:45:57 GMT

Reboot sorted the bbc1 channel issue, thanks

Re: Pro box, IPTV

Thrxn02 — Fri, 05 May 2023 17:47:31 GMT

how i would love to have channels in the 800's , via IP only goes to 726(radio solent Dorset)

Re: Pro box, IPTV

Hunter2660 — Fri, 05 May 2023 18:27:59 GMT

@Thrxn02wrote:
how i would love to have channels in the 800's , via IP only goes to 726(radio solent Dorset)

That's odd, there should be extra channels via IP, 800 onward. Perhaps it's related to your location issue.

Re: Pro box, IPTV

Thrxn02 — Tue, 27 Jun 2023 19:31:24 GMT

Hi Darrendev

Any update on this issue yet, still receiving South West regional programmes here in Hampshire???

Re: Pro box, IPTV

DarrenDev — Fri, 30 Jun 2023 11:35:07 GMT

Sorry for the lack of updates Rob. I chased them again this morning, and apparently they're still struggling to find a way to fix this - the system used to determine your address currently has no way to differentiate between your previous address and your current one.
They thought they had a solution, but it didn't work.

They've promised to put this investigation back to the top of their list to dig further.

Re: Pro box, IPTV

Thrxn02 — Sat, 01 Jul 2023 07:40:56 GMT

Thanks for the update.

if i ordered a new Broadband line and TV service would i have the same issue?

why dont you cancel and renew TV service?

struggling to understand why other options aren’t being tried, does everyone in Hampshire get South West programmes via IP Tv ?

Re: Pro box, IPTV

DarrenDev — Sat, 01 Jul 2023 11:05:25 GMT

The issue isn't with your current location - others in your area will be working OK. The issue is that your account has your old address and new address, but the system that determines your IP channels can't tell which one is the current one.
I'll ask whether there's an option to just remove your old address from the system completely.

Re: Pro box, IPTV

DarrenDev — Mon, 24 Jul 2023 16:58:24 GMT

OK, so the good news is that the system has now been fixed - no-one else should see this error anymore when moving home.

The bad news is that they still need to manually clean up your account @Thrxn02 - this should hopefully be corrected tomorrow.

Re: Pro box, IPTV

Thrxn02 — Fri, 28 Jul 2023 20:52:36 GMT

Hi DarrenDev
factory reset and still same result, new box sent yesterday to old cornwall address ( with old house name i changed about 5 years ago)
i guess data misalignment ao where hampering resolution!!!!!

Re: Pro box, IPTV

DarrenDev — Fri, 28 Jul 2023 21:00:16 GMT

Arrgh, I wish you'd messaged me first before calling in - there are many different parts of BT, and the helpdesk won't have known anything about what we've been doing to fix your account.
For your account, it turns out your new address doesn't exist on some of our systems. Last update I had was they were still trying to manually correct it.

Re: Pro box, IPTV

Thrxn02 — Mon, 02 Oct 2023 17:34:21 GMT

Any fix on the horizon, contract due to renew this week and i'm still getting south west programmes here in Hampshire ,7 months after moving from cornwall.

Re: Pro box, IPTV

DarrenDev — Mon, 02 Oct 2023 19:11:10 GMT

Your account is an absolute mess @Thrxn02 - services wrong, multiple addresses, and notes on your account suggesting that there may be an ongoing investigation into your issues ... but then no open faults recorded.
Can I ask you to please send me an email at tv.apps@bt.com providing your BT account number, and I'll use that as the basis to open a fault to check the other faults.

Worst case scenario, I can give you an option to manually select your TV region straight away, whilst the data issues are sorted.