Big Sport package with BT TV

[Filosopher]

Got my BT TV box as requested..self installed and can watch BT TV Sports channels, listed under Subscription Channels but not able to view Now TV channels which are part of the Big Sport package.A week of phone calls, on hold and finally getting through to an operator and handing over a Code from Now TV.Still unable to view and have bought one month subscription from NowTv which I have been able to view.Looks like I have to wait a month to cancel Big Sport with BT and just have BT TV and BT SPORT . Have had messages in MyBT Account to say BT will be in touch but in the present circumstances no indication when this will happen..anyone else had this experience and any advice please.For the record I am delighted with  the box and was able to connect up.I have also been able to record and watch in HD and Ultra HD. Will be happy to keep Big Sport package with BT if I can get the Channels and see them listed under my subscribed channels...otherwise I’ll buy them from NowTV and watch in the Apps.

[NeilO]

Hi @Filosopher, welcome to the community and thanks for posting.  Can you try the following steps?

• Turn on your TV and BT TV box and go to Settings, by pressing the Blue Youview/Home button on your remote
• Go to Settings, then Software Information
• press "OK" on Update Software, to download the latest software. Your TV box might reboot once the update has completed
• Now go to one of the NOW TV channels in your guide (if you have Entertainment pass go to channel 340 Sky One or if you have Sky Sports go to 423 Sky Sports Cricket - Make sure its an SD channel none of the HD channels work at moment).

You should now see an on-screen message that says: "You need to set up *channel name* or add it to your package. Press "OK" for more info."

Press OK on your remote. You'll see a few screens with bouncing balls and at the end of the loading sequence you might see an error message BTP17513 or IPC-60017 just press "OK" and you should go back to the "You need to set up.." message.

Now change to a different channel, go up or down one and then go back to the one you were trying to view - The channel should now play.

If the channel does not play out press OK again and repeat - This might take a few attempts

[Filosopher]

Thanks Neil,after several attempts still no joy.I will have to wait for the Message "looks like there has been an issue with your BT TV order,we need to send to our specialist team to investigate" in the help tool section of My BT.

Unfortunately I have health problems (Epilepsy) and gave my date of birth to Customer Services on Sunday.I am in the vulnerable category and hope to get help soon.In the mean- time I can watch NowTV via the App since I have paid them for one month .Thanks for your time and offer of help.In the present circumstances I am not complaining just hoping for help . 

[Filosopher]

A new Hub arrived today and guess what ..BT TV working and can view Now TV via the App. BT TV Sports also listed and able to view. Just one problem now ...another BT TV Box on the way and due to be delivered on Tuesday next week. I guess I will just have to hang on to it and return it when this crisis is over,unless it is a different box.