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BT TV 0 Channels Found

MancLad — Thu, 22 Jun 2023 21:55:35 GMT

Hi,

I had FTTP installed on Monday since then I noticed my mini was’nt receiving some of the Internet TV channels though the Subscription channels were fine. Today I lost the Internet TV channels on my pro box though Subscription channels were fine.

I decided to factory reset my mini and now it can’t find any channels internet or subscription, online support suggested a factory reset of the pro box but keep recordings to resolve but this box now has 0 channels available they said I would need to do a full factory reset to resolve the issue which does not feel right to me as this had no effect on the mini and I woud lose my recordings.

I pointed out that under software information ISP configuration was blank I thought this was important for the configuration of the box?

Any suggestions on what I shoud do to resolve, I saw on another post about powering off the open reach white box and router this had no effect.

Thanks in advance for any help.

Re: BT TV 0 Channels Found

Anonymous — Fri, 23 Jun 2023 06:48:59 GMT

I think you are going to need a mod to step in @MancLad , it sounds like neither box is recognising the line it is connected to, can't pick up the IP configuration so it knows it is BT and is then probably failing to validate your subscription and load the channels.

I suspect someone needs to push some buttons at BT's end, nothing you can do will resolve it.

Re: BT TV 0 Channels Found

SRB — Fri, 23 Jun 2023 13:31:58 GMT

Is there still an option to reload software keep recordings? (Can't remember the exact wording) That loss of ISP Config happened me a year or so ago and once it had re-downloaded the software, it prompted another sw update on boot and the channels were back, recordings all intact.

Re: BT TV 0 Channels Found

PhilipL790 — Fri, 23 Jun 2023 13:24:53 GMT

Maintenance Mode Reset, found through the Menu - should give two options

- Full factory reset - Back to factory defaults and ALL recording lost.

- Soft factory reset which will allow recordings to be preserved.

Re: BT TV 0 Channels Found

Anonymous — Fri, 23 Jun 2023 15:23:19 GMT

The OP said they had factory reset both boxes already?

Re: BT TV 0 Channels Found

SRB — Fri, 23 Jun 2023 15:26:59 GMT

Ah, sorry so they did, read that too quickly thought they were asking should they do a full reset.

Re: BT TV 0 Channels Found

Anonymous — Fri, 23 Jun 2023 15:33:47 GMT

It was the right call, but as it has already been done I think it has to be a BT/Openreach issue around the account and the FTTP upgrade?

Re: BT TV 0 Channels Found

SRB — Fri, 23 Jun 2023 15:44:22 GMT

Just another suggestion - might be worth going into normal settings and asking the box to check for a software update - while it would normally do itself once it reboots after a reset, - it may not have and may be waiting for the box to be idle overnight. It's worth a shot, but I think @Anonymous is correct it sounds like account issue around the upgrade.

Re: BT TV 0 Channels Found

Anonymous — Fri, 23 Jun 2023 15:45:33 GMT

Definitely worth a try 👍🏻

Re: BT TV 0 Channels Found

MancLad — Fri, 23 Jun 2023 16:03:57 GMT

Tried the software update and both boxes on the latest versions.

Re: BT TV 0 Channels Found

Anonymous — Fri, 23 Jun 2023 17:43:05 GMT

I think you need help from a mod @MancLad , @PaddyB or @SeanD can you assist?

Re: BT TV 0 Channels Found

JohnC2 — Fri, 23 Jun 2023 18:05:23 GMT

Hi @MancLad, sorry you're having this problem. I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to assist you in getting this fixed.

Cheers

John

Re: BT TV 0 Channels Found

MancLad — Sat, 08 Jul 2023 08:02:21 GMT

2 weeks on and no further on Openreach have been out I’m still not sure what they have done as they did’nt do anything in the house.

Just had a Qube engineer as suspected absolutely pointless as all they could do were the checks / resets that had already been performed.

Next step I suppose is to speak with Complaints, this is not what I expected from BT this whole process has been so painful.

Re: BT TV 0 Channels Found

JohnC2 — Sat, 08 Jul 2023 08:45:32 GMT

Hi @MancLad, sorry that this hasn't been fixed yet. I remember David said your case was already with the TMC team when you contacted us previously. They are the TV experts and should be able to fix this for you.
I've sent you a PM so we can find out what's happening with this and help you further.

Cheers

John