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jashforth
Beginner
1,874 Views
Message 1 of 8

BT Sport 1 doesn't work online or on app

as the title says, BT Sport 1 channel does not work on any online devices, including an iPhone, 2 different iPads, a Macbook Air on both Safari or Firefox, and not on a Windows 7 PC on either Internet Explorer or Firefox... basically the page loads but the screen stays blank when you click the play button

 

all other 3 channels, BT Sport 2, 3 and ESPN, all work fine on all of these devices

 

any explanation?

 

just as a side note, Sky Go works flawlessly on all devices, so it's only BT Sport 1 that won't load

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7 REPLIES 7
Sport-Tower
Retired BT Expert
1,855 Views
Message 2 of 8

Re: BT Sport 1 doesn't work online or on app

Hi,

 

Please check your DNS settings and ensure you're not using a VPN. This is normally seen when customers change their DNS settings to access non-UK content or use a VPN to achieve the same

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jashforth
Beginner
1,846 Views
Message 3 of 8

Re: BT Sport 1 doesn't work online or on app

firstly, we are in the UK so have no need for a VPN or DNS

 

secondly, if we were using one of these, why would all the other channels work but not BT Sport 1?

 

right now i'm watching the FA Cup match on BT Sport 2

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Sport-Tower
Retired BT Expert
1,842 Views
Message 4 of 8

Re: BT Sport 1 doesn't work online or on app

Apologies,

 

You misunderstood me. I wasn't suggesting you were not in the UK. We normally see this scenario when a customer in the UK have a non-UK DNS or VPN setup (for example: to watch Ameriacn Netflix in UK).

 

Please can you check your DNS setting on the device you are experiencing the problem with or try you account on a device known to work with BT Sport 1.

 

You can also copy your DNS address here and i can check for you

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jashforth
Beginner
1,833 Views
Message 5 of 8

Re: BT Sport 1 doesn't work online or on app

no worries, i understand that it could be a VPN issue if none of the channels were working, but as i said in the original post, BT Sport 1 doesn't work on any device, so i can't check it on another device

 

like i said originally, all other channels (2, 3 and ESPN) work fine, it's only BT Sport 1... the page loads but the video never starts

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Sport-Tower
Retired BT Expert
1,824 Views
Message 6 of 8

Re: BT Sport 1 doesn't work online or on app

Hi,

 

If all the devices are connected to same wifi, it's most likely the DNS on the Wifi router.

 

Can you check the DNS address and copy it here and also try not connected to the wifi please?

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jashforth
Beginner
1,798 Views
Message 7 of 8

Re: BT Sport 1 doesn't work online or on app

can you explain how to get the DNS from the router? cheers

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Sport-Tower
Retired BT Expert
1,764 Views
Message 8 of 8

Re: BT Sport 1 doesn't work online or on app

Hi,

 

Sorry for the delay getting back to you.

 

You can check your DNS is set up correctly by running the following commands in either a CMD (windows) or Temrinal (mac)

 

nslookup t2-btsport-live-hls-prod.akamaized.net

nslookup t1-btsport-live-hls-prod.akamaized.net

 

Please send me the results in a private message

 

Can you also please confirm if you are only seeing this problem connected to wifi or on the mbile networks also?

 

De'John

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