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KeithW
Beginner
3,423 Views
Message 1 of 36

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

Hi,

Engineer was here this morning trying to fix our box problem because we lost Freeview BBC Hd channels about 10 days ago.

We had enjoyed the hd channels for 11 months, many recordings waiting to be watched too , but now all not available. The engineer after checking everything with box, aerial etc, contacted the support desk to discover that the new policy is no HD channels UNLESS you have BT infinity and take the entertainment package. They said we should have received a letter, which we clearly did not. Also when issue was reported to BT on Thursday they support operator was also clearly unaware of this new "policy". This is outrageous,  we cannot even get Infinity from our exchange. Thankfully the year is almost up , so will be cancelling. So is it the case the BBC will now also have to pay BT to allow licence payers to view their free to air channels?

Outrageous.

 

 

 

 

 

 

 

 

 

 

 

 

 

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35 REPLIES 35
Old_Welsh_dragon
Aspiring Expert
3,404 Views
Message 2 of 36

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

That seems very strange.  The HD channels are nothong to do with BT infinity, they are Freeview..  Someone spinning you a yarn I'd say...  

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zulu17
Distinguished Guru
Distinguished Guru
3,403 Views
Message 3 of 36

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

hi Keith,

 

On the Youview box the PSB HD channels are provided via the aerial as with all other Freeview channels. So they have nothing to do with the type of broadband connection (ADSL or Infinity) that you have. As they are free to air channels any programmes that were previously successfully recorded  on your box should still be playable.

 

Delivery and subsequent playback of the PSB HD channels is dependent on TV subscription and Infinity on the BT Vision boxes which don't have tuners capable of receiving the Freeview HD transmissions.

 

Assuming you have a Youview box and that the engineer was one provided by BT in response to your raised fault I suggest requesting  BT to escalate the fault .

 

 

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KeithW
Beginner
3,392 Views
Message 4 of 36

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

Hi, my jaw is still on the floor! The message is they can switch off the hd channels unless you have Infinity and the entertainment package.
There is no other explanation for the boxes (engineer tried a new box) now being unable to receive the bbc hd channels. The engineer was a dumbfounded as I was when he received the message from the support operator this morning.
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Old_Welsh_dragon
Aspiring Expert
3,384 Views
Message 5 of 36

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

Keith, all I can think is that whoever the engineer spoke to doesn't know what they are talking about or the engineer got confused.

If you don't have infinity the only HD channels you would lose are the ones that come via the internet like BT sports HD, and Discovery HD and so on, and not BBC HD...

 

Maybe one of the mods on here can chase it up for you..

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zulu17
Distinguished Guru
Distinguished Guru
3,381 Views
Message 6 of 36

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

 

 

Does your TV have a Freeview HD tuner - if so are you able to receive the HD channels on the TV if the aerial is plugged directly into the TV ?

 

Also can you confirm that you not able to receive ITV HD and Channel 4 HD these share the same mux as the main BBC HD channels.

 

Also do the HD channels appear in your EPG guide  - if so what actually happens when you select the channel. If you can select the channel what is the TV Signal Quality ----  (Youview > Settings > TV Signal & Quality >  TV Signal Quality)

 

 

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KeithW
Beginner
3,370 Views
Message 7 of 36

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

Hi, engineer was not confused. Just dumfounded. He was going to raise it himself. No tuner on tv. Yes no ch4 hd or itv 3 hd. Welsh dragon, I understand what you are saying but that is not the issue. Will be phoning support soon to see what happened with the alleged letter they sent out.
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KeithW
Beginner
3,367 Views
Message 8 of 36

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

Also signal was metered measured and is fine for hd channels. Long story short we had HD channels, now we don't. BT has blocked them.
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MartinSW
Aspiring Expert
3,365 Views
Message 9 of 36

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

KeithW


Are you sure you have a YouView+ box rather than a Vision+ box? Does the box actually say YouView on it? 

 

BBC, ITV & C4 HD channels on YouView are supplied via the aerial, NOTHING at BT's end can take them away or stop you playing past recordings from them. Nothing.

 

However, on Vision+ boxes the BBC, ITV & C4 HD channels are supplied via broadband but only to customers with an active TV subscription. 

 

It sounds like you have the Vision+ box.

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KeithW
Beginner
3,341 Views
Message 10 of 36

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

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.

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