My BT box 91-00438

[charlie1231]

Hi Again!

I had a BT engineer around yesterday and he spent a lot of time trying to get this wretched EE box to work -without success and came to the same conclusion as the BT chap on the 'phone line. I have to buy a new TV. Just what I didn't want just before Christmas!                                                                                                                                                                                   But thanks to everyone who replied and tried to help.

Paul

[licquorice]

No you not need a new television, you need somebody that knows what they are doing.

[chrisjp]

Yes, the danger is that, if you follow BT reps' advice and buy a new TV, it STILL won't work, because it's an account problem and not a TV resolution problem.

[licquorice]

@charlie1231 do you seriously think that the thousands of customers that have this box have all been out and bought new televisions?

If you needed a new television, you wouldn't be able to see the error message.

[zulu17]

@charlie1231  Can I ask a few questions 

With your old box (I believe the 91-00438 is the product code for the DTR2100 BT TV box)  did you have it connected to your TV using a SCART cable or via using an HDMI cable ? Do you know the make and model number of your TV ?

If understand correctly (and I'm no expert here) the message you are seeing tends to suggest the handshake between your new  TV Box and  your TV is not deemed a secure enough  protocol for HD content and therefore isn't displaying it.  Potentially this could be due to the quality of the HDMI cable being used , the compatbility of the HDMI port being used on the TV and the output HDMI display from the TV BOX.  

Whether your existing TV is 4K compatible is a red herring , it is HD content that the issue seems to be the issue.  I would expect the EETV suport to have an escalation process if they cannot resolve.

[charlie1231]

As far as I can remember (!'ve returned it) it had both a scart for my video recorder and another HDMI for my box ,

When I received my new box I used all the cables that came with it except the scart an it does not have a scart port, I'm afraid I don't know the TV number but it is a Samsung which I have had for around 10 years so it's not a youngster! I'll be bl..dy cross with BT  if I spend upwards of £300 quid on a new TV and it still doesn't work

[Peter_W]

Hey @charlie1231.

As some of the others have suggested here, I would say it's very unlikely that this is a TV compatibility issue and the purchase of a new TV would resolve the issue. 

To save you needing to immediately make a big purchase, is there a chance you could try testing your box with a different TV?

That way we can see if the issue can be replicated elsewhere or resolves with a different device.

Peter

[charlie1231]

Hi peter,

Thanks for your reply, I'm afraid I only have one TV, I've got yet another BT engineer coming on Monday and am hoping he will sort it out as it seems that there are divided opinions as to whether or not I need a new TV.

Thanks again,

Paul  

[gg30340]

There are very few 4k TV programs available. If it can't get or display 4k on the TV it will drop down to the next format that can be displayed on your TV. 

You have either set the box up wrong and been given incorrect information about how to set it up from the customer service reps or the box is faulty. 

A new TV should not be required.

[charlie1231]

Hi Distinguished Sage,

I had another  BT engineer around yesterday, specifically to have a look at the EE box, he tried everything, including a new HDMI cable and a new box without success and he came to the conclusion that the problem had to be the TV and sadly, recommended that I had to buy an new one, so many thanks to all of you who have tried to help - I'll post the result here when I get my new TV, I just hope that works!