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Turning on BT 4kUHD box to watch sports package doesn't connect and disconnects all devices from wif

Gdights — Wed, 25 Sep 2024 20:08:56 GMT

Hi, every time I turn my BT 4K UHD box on to watch my sports package (BT & skysports add on with now TV) nothing is loading, I am unable to watch anything at all. To top it off, when I do this (by even switching on the box) all other devices connected to my smart hub 2 disconnect from the Internet and we loose WiFi connection completely. I've done a factory reset a few times now, it's worked once for a bit but now it's gone back to square 1.

Very disappointed here, spending another of money each month only for the sport to watch my team and can't even do it.

Any advise would be great please I want to get this back up ans running asap and working properly to justify the £100 I am spending each month for a poor service.

Ideally want it fixed so I can watch the football at the weekend, if not I will have no option other than to cancel it

Re: Turning on BT 4kUHD box to watch sports package doesn't connect and disconnects all devices f...

Leanne_T — Sat, 28 Sep 2024 08:11:16 GMT

Hi @Gdights

I am really sorry you are experiencing these problems with the BT 4K UHD box and are unable to watch any of the Sports channels.

To get this looked into, please get in touch with our technical support team who will complete some troubleshooting to help you get this sorted and hopefully you don't miss any Football 🙂

Let me know how you get on.

Leanne.

Re: Turning on BT 4kUHD box to watch sports package doesn't connect and disconnects all devices f...

Gdights — Fri, 27 Sep 2024 19:31:21 GMT

Hi, thanks for getting back. I have tried getting in touch with your technical support team via telephone and on the live chat. Not luck and been stuck in a queue for 3 hours on a Friday night. I've had yo come away from it.

I'd actually like someone to come out and look at it to be honest, somethings not right, even the times I have been connected others in my house can't use the Internet on their devices as it knocks all other WiFi off!

Re: Turning on BT 4kUHD box to watch sports package doesn't connect and disconnects all devices f...

Christopher_G — Sat, 28 Sep 2024 08:15:33 GMT

I'm sorry to hear that it was taking a while to get through, @Gdights

Once you're able to get through to our technical support team, they'll be able to run through some diagnostic tests and make sure everything is set up correctly from our side.

If an engineer visit is needed, they can organise that for you.

Chris

Re: Turning on BT 4kUHD box to watch sports package doesn't connect and disconnects all devices f...

Midnight_Voice — Sun, 29 Sep 2024 11:40:12 GMT

@Christopher_G

If I ring our doctor, and the queue is long, I can press 1 to be called back when I get to the top of the list.

It seems to me that such a service from BT would be valuable.