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zulu17
Distinguished Guru
Distinguished Guru
1,297 Views
Message 11 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

If you attempt to play an HD channel recording that was made at a time when you receiving the channels correctly  - what actually happens - do you get any error messages ?

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KeithW
Beginner
1,290 Views
Message 12 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

Well, just tried to play HD recordings for the first time in about 5 days... and it does play them. Previously what happened is the recording would start to play, and then stop after about 5 secs with this content is protected message.  So , very happy if this situation remains as it is. Not retuned for HD channels, maybe I should give it a go, (maybe vision tech have unblocked me 😉  )

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zulu17
Distinguished Guru
Distinguished Guru
1,278 Views
Message 13 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

If you were previously getting this

 

http://support.youview.com/articles/Self_Service_FAQ/Resolution-for-YVM607-1370864321905

 

then one of the causes could be down to the cable connection (loose,defective etc) between /Youview and Tv.

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KeithW
Beginner
1,275 Views
Message 14 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

Retuned... still no HD. Waiting for phone call from Vision tech
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StewM
Guru
1,267 Views
Message 15 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

Keith check what channels you can receive at your address.
http://www.freeview.co.uk/availability/results
Also check if there is any engineering work going on at your transmitter
http://www.digitaluk.co.uk/help_and_advice/engineering_works
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MartinSW
Aspiring Expert
1,261 Views
Message 16 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...


@KeithW wrote:

Yes, Definitley Youview Smiley Wink   .Just finished phone call to BT. Much passing between departments. Vision Tech team are going to respond today. There is no confirmation yet , that service has been deliberately Knobbled with respect to Inifnity and Entertaiment package.  Will update of course when there is somehting more definite.  Thank you all for input and suggestions.


If it's definitley a YouView box then what BT are telling you and what you're posting here is simply impossible.

 

No matter how many times anyone says it, reception of HD channels on YouView has nothing to do with Infinity or a BT TV subscription and there's nothing at all that BT can do to stop you receiving the channels or playing recordings you've made from them.

 

 

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KeithW
Beginner
1,208 Views
Message 17 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

So, after a very long afternoon over 3 hours on the telephone between various departments (weekend afternoon not the best time for quick support) finally got to the issue. On the account in a menu only available to technical support there is a BT Infinity and Hd channels checkbox. Someone had set the BT Infinity flag in our non BT infinty account. So the box would not load the HD channels through the Aerial, if the OTA signal is not very strong, which is the case with our geography and aerial. So the service would rely on the streaming the channels through the fast Infinity broadband -  which we don't have or can get.

 

How this flag got set , I can only speculate. It certainly shows up an error in the validation system. It should not be possible to set this on customers accounts that cannot get Infinity from the exchange.

 

Despite this flag have been reportedly reset ( and I believe this) a susbequent factory reset has failed to restore the 101, 102 etc channels. A manager is going to double check the account and they are sending us a new G4 box this week to compensate for the unsatisfactory responses to our problem.

 

Hopefully the new box will be trouble free and work at least as well as the old box, which we are also allowed to keep.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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KeithW
Beginner
1,206 Views
Message 18 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

... P.S. forgot to say thanks to Zulu for your robust responses.

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KeithW
Beginner
1,199 Views
Message 19 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...

... Thanks to Martin and Stew too.

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MartinSW
Aspiring Expert
1,190 Views
Message 20 of 36

Re: Gobsmacked. Lost bbc HD channels. BT switched off for non infinity customers...


@KeithW wrote:

So, after a very long afternoon over 3 hours on the telephone between various departments (weekend afternoon not the best time for quick support) finally got to the issue. On the account in a menu only available to technical support there is a BT Infinity and Hd channels checkbox. Someone had set the BT Infinity flag in our non BT infinty account. So the box would not load the HD channels through the Aerial, if the OTA signal is not very strong, which is the case with our geography and aerial. So the service would rely on the streaming the channels through the fast Infinity broadband -  which we don't have or can get.

 


None of that sounds remotely true - if you have a YouView box there's no such ability for BT to disable your HD channels and BT doesn't stream HD channels to YouView via Infinity. Only to Vision+ boxes. 

 

Either you don't have a YouView box or someone is lying to you. 

 

Edit:  See http://www.productsandservices.bt.com/products/tv/hd-tv 

 

"HD Freeview channels are only available as standard with YouView. If you have Vision+ you will need Infinity and Extra TV channels to access these HD channels."

 

 

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