BT Sport Ultimate error: BTP-11180 after reactivating BT TV VIP Package

[tali_garrus_wrex]

Hi After upgrading by BT TV package to VIP I get the error: BTP-11180 when trying to access BT Sport Ultimate on my BT TV 4k box. 

I previously had the VIP Package and it worked fine but downgraded when the football stopped and have just upgraded it a week ago with the resumption of football. I Can access every other channel bar BT Sport Ultimate which should be included in my package.  When strating the channel it says I "need to set up bt sport ultimate or add it to your tv package". Trying to do so results in "Sorry - theres been a problem" with the error code: BTP-11180.

I have tried restarting the router and have checked for updates/factory reset the BT TV box with no success. 

Please advise on how to fix this, Very frustrating as the VIP Package isnt cheap! 

Smart Hub connection status below:

Thanks

[NigelB72]

Have you been turning your hub on off regularly because your connection time is only an hour and your sych speed is 43.99mbps. The threshold for BT Sport Ultimate is 44mbps so that's probably why it isn't working. 

Turning your hub off and on will upset the synch speed and every time you switch the hub off, it will have to resync which can take up to 10 days. 

[tali_garrus_wrex]

Hi thanks for your reply.

I have restarted it today as a basic troubleshooting step. 

So are you saying BT deny access to the channel when your broadband doesn't meet that threshold. 

Has this always been the case? As I must have had a higher speed initially for this to be the case as it worked for me in March

So this would mean the issue has occurred because my downstream link speed has lowered - No hardware has changed from the smart hub to vdsl faceplate so I cant see why this would change without openreach/exchange end or BT being my isp - causing it.

Surely its not coincidence that I get 43.99mb downstream when the threshold for bt ultimate is 44?

Does the smarthub log previous sync speeds anywhere?

[DanielS]

Hi @tali_garrus_wrex,

Yes, that has always been the case. If your speeds were below the threshold, we couldn't offer it to you.

However, it sounds like the channel hasn't been activated which may have been caused by the speeds that you're currently getting.

I want to check it out for you to see if I can get it on for you. I'll send you a private message with some information that I need to help.

Thanks

DanielS

[pjp28]

DanielS, I have exactly the same issue, after phoning BT I was told my speed is only 36mbs, so it's hard luck as I won't be able to watch Ultimate.  Which was not the answer I was hoping for, is there anything I can do?