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I have lost all my subscription TV services

dking17 — Sun, 29 Oct 2023 09:56:20 GMT

Good morning, my entire subscription package has disappeared. The SPORT heading at the top of the guide page has gone, and if I go to NOW or Netflix it asks me to sign up. I have done a BT box reset and router reboot. My subscription is up to date and I've made no changes to my package for more than 2 years. I tried to watch a Sky recording made last weekend and I go a message 'this channel has been removed' It's a rainy day and I was hoping to watch cricket, football and F1...

Re: I have lost all my subscription TV services

Anonymous — Sun, 29 Oct 2023 11:25:25 GMT

@dking17 Normal procedure is to start with a box reset, which you have already done.

Do you have any other device that will enable you to use the NOW or Discovery+ apps to watch live, or do they still work on the box?

Re: I have lost all my subscription TV services

dking17 — Sun, 29 Oct 2023 12:38:19 GMT

I can get Discovery + on my laptop, but not through my BT Box and TV. When I do a retune it tells me I have zero subscription channels

Re: I have lost all my subscription TV services

NeilO — Sun, 29 Oct 2023 15:02:50 GMT

@dking17 I'm sorry you're experiencing problems with your BT TV service, it sounds like a subscription fault and I'd recommend getting in touch with the BT TV technical team on this link to get it looked into.

Thanks

Neil

Re: I have lost all my subscription TV services

dking17 — Sun, 29 Oct 2023 17:09:23 GMT

thank you

Re: I have lost all my subscription TV services

dking17 — Sun, 29 Oct 2023 19:20:27 GMT

Just to close the loop on this issue, it is now fixed. I used the BT help live chat. it was a bit slow going but the issue was fixed after a remote reset of my BT hub (it's in the loft) and then repeating the TV box reset that I tried yesterday. All channels now reinstated

Re: I have lost all my subscription TV services

DavidM — Mon, 30 Oct 2023 09:01:20 GMT

Hi @dking17 ,

Thanks for getting back and letting the community know you're all sorted.

Cheers

David