BTP-11180 Error on trying to watch BT Ultimate

[kyleyoung]

Hello, I used to receive BT Ultimate fine, pre-October. 

I googled the message to see my internet speed was not above the threshold of 44mb. There were some engineering works locally going on at the time so I dismissed this for a while. My internet dropped to 40mb/s during this period.

This year I noticed my speed has not increased, so after some investigation, I found the master socket was faulty and I could connect to the test socket with much better speeds. My internet speed has been periodically increasing since this and my downstream sync speed is now at 55mbs.

However, when I try to watch BT Ultimate I am still met with the same error message BTP-11180. 

Any idea?

Thanks.

[NeilO]

Hi @kyleyoung  welcome to the community and thanks for posting, I'm sorry BT Sport Ultimate isn't working for you. Can you let me know how your BT TV box is connected to the Hub? Are you using powerline adapters?

Thanks

Neil

[kyleyoung]

I am indeed using powerline adapters. Do you think it would be worth checking the speed from the adaptor by plugging in the laptop? Perhaps it will increase as my sync speed continues to increase?

I did reset all adapters previously, carefully plugging everything back in.

I have also been considering replacing the adaptors by purchasing a mesh system, however I haven't looked much into this.

Many Thanks
Kyle

[NeilO]

@kyleyoung Yes, if you could test the speed from the adapters that would be great. If the Hub is getting a good speed but the BT TV box isn't then the powerline adapters may be the reason. Let me know how you get on.

Thanks

Neil

[kyleyoung]

Good shout Neil, the speed from the powerline adaptor is only reaching 37mb/s currently. I will give it a couple of weeks to see if this will increase in line with my sync speed. If this is not happening I will consider trying a mesh system.

Thanks very much for your help!

[NeilO]

Hi @kyleyoung it would do no harm to do a factory reset on them anyway to see if they sync at a better speed. What type of power line adapters do you have?  We recommend the BT Mini Connectors for use with the BT TV box. 

Cheers

Neil

[kyleyoung]

I wasn't even aware factory reset was available on these! I have the BT Broadband Extender 600.

I conducted the factory reset and the speed improved to 48mb/s. Naturally, I tried BT Sport Ultimate, however, I was disappointed to still see the same error message.

P.S the BT Mini Connectors are discontinued on the website. https://shop.bt.com/products/bt-mini-connector-kit-087372-CMS2.html?refs=50910

[NeilO]

@kyleyoung it was worth a shot. The mini connectors can be ordered by customer services but the ones you have should be fine. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to get this looked at as there could be a problem on the network.

Thanks

Neil

[DavidM · Accepted solution]

Hi @kyleyoung ,

Thanks for letting me know we got this sorted.

Cheers

David