BT TV app subscripton

[EMR14]

Being a 'locked-in' football fan, I paid Sky for subscription to NOW sport.  Instead of having to watch on laptop, I supposedly can now watch via my BT box on T.V.  Every match I have watched 'freezes' at intervals - six times in the last 90 minute match I watched!  Trying various means to get restarted takes up a few minutes minimum each time.  I am paying B.T. and I'm paying Sky just to get frustrated!  I get various messages from 'Sorry, something went wrong', 'unable to load video' to variations on 'no network connection'.  The blue light remains on the hub; the BT broadband extenders I have to use are matched; the game is still being played on my laptop and I have tried all the solutions suggested as responses to error messages YVM104. 

What do I have to do to save abandoning football or finding another provider or going on an anger management course?

[RobbieMac]

Hi @EMR14 

Welcome to the Community and thanks for your post!

Sorry for the problems you're having watching Sport on your BT TV Box.  Can you post your Hub stats to see what speed you're currently connected at?  Which version of the Hub are you using?  If you're using the BT Smart Hub, enter 192.168.1.254 into your address bar and choose advanced>technical log and post the info.

If you're using the Hub 5 you access the Hub manager using the same IP address 192.168.1.254 but this time it's troubleshooting>helpdesk

Drop me a reply and we'll take it from there.

Cheers,

Robbie

[EMR14]

Thanks for response Robbie.  Excuse the ignorance but what stats do you need?  I have a Hub5.

[RobbieMac]

Hi @EMR14 

Thanks for posting back and apologies for the confusion.

To access the Hub 5's manager type 192.168.1.254 into your web browser on a device connected to your home broadband.

You'll then be presented with the home page.  On the Hub 5, you need to click on the "troubleshooting" tab, then "helpdesk".

The next page displayed will be your line stats so this is what we need a screenshot of posted so we can see how the service is performing.

You may be asked to enter your admin password to access the stats.  If that's the case, the admin password is printed on the Hub itself.

Post back and let me know how you get on with this.

Cheers,

Robbie

[EMR14]

Hello again Robbie.  Found the info but won’t let me take screenshot but -hopefully- info attached.... Realised how untechnical I am!!!   Having problems now finding any way of copying - photo too large.

[RobbieMac]

Hi @EMR14 

Thanks for posting back with that info.  I fixed it all up for you 😉

Your speed looks good and you really shouldn't be seeing those issues with that speed.  We can pick this up from here and look into this for you.  Before we do, are you able to run a direct connection from the Hub to the BT TV box completely removing the extenders just for testing purposes?

Cheers,

Robbie

[EMR14]

Will search out long ethernet lead and try now. Done.

[EMR14]

This afternoon will be a test - of system and my patience.  Liverpool are playing.  Will try social distancing and use the extenders.  Thanks for your input.

[EMR14]

Managed a whole match then - but was on BT Sport.  Risked tonight’s on NOW.  Shouldn’t have bothered! Froze after 20 minutes and then again 10 minutes later so switched off. Enough’s enough! Does BT introduce gremlins for subscribing via Sky and not buying a package from them? I am beginning to resent spending the money on B.T. package.

[RobbieMac]

Hi @EMR14,

Thanks for posting back.

I'm sorry to see you're still having problems.  What channel were you on when it was freezing?  Were you getting the same error code as before?  When you connected with the long ethernet cable were you seeing the error code connected that way too?

Drop me a reply and let me know please.

Cheers,

Robbie