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Aspiring Contributor
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Message 1 of 16

Live channels disappeared from BT TV App

My BT TV app on my phone and fire stick since a couple of days have lost all of the live channels. 
Now I only have the BT sport channels and AMC. Before I had MTV, Discovery etc, all the non freeview I subscribe to through the Max HD package. 

My bills are all paid and I haven’t changed anything on my account. 

what’s happened? Any tips to get the channels back?

 

Thanks in advance for any support ! 

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Distinguished Guru
Distinguished Guru
706 Views
Message 2 of 16

Re: Live channels disappeared from BT TV App

hI   @CrispyE1981 

Are you able to see & play catch up content from the channels that are missing from the live channels selection using the app ?

 

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Aspiring Contributor
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Message 3 of 16

Re: Live channels disappeared from BT TV App

Hi,

Yes I can. On my youview box I can watch the channels live and on the BT TV app I can watch programs from these channels on catch up. 

it’s just the ‘Live TV’ section which now seems to have lost all channels except AMC and BT Sport. 

im going to call BT today. 

Chris

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Distinguished Guru
Distinguished Guru
644 Views
Message 4 of 16

Re: Live channels disappeared from BT TV App

Not sure how many devices you have BT TV app on,, if more than one do you have access to the those  live channels on the other devices.

 

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Aspiring Contributor
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Message 5 of 16

Re: Live channels disappeared from BT TV App

No, same issue on phone and fire stick. 

thanks for your help! 

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Distinguished Guru
Distinguished Guru
614 Views
Message 6 of 16

Re: Live channels disappeared from BT TV App

I think you have done all the right checks and actions  , 

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Moderator
Moderator
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Message 7 of 16

Re: Live channels disappeared from BT TV App

Hi @CrispyE1981,

Welcome to the Community and thanks for your posts!

Sorry that you've lost those channels on the BT TV app.  You can get in touch with us and we will check what happened.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

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Recognised Expert
593 Views
Message 8 of 16

Re: Live channels disappeared from BT TV App

@CrispyE1981 - if you look through the TV guide on the app in the 3xx range do you see all the extra channels that are missing from the live tab (or do you see some other channels in their place ;))

Is the app paired with your STB

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Aspiring Contributor
589 Views
Message 9 of 16

Re: Live channels disappeared from BT TV App

Hi scointer,

they have disappeared from the TV guide list as well. In fact they return if I log out so some issue with my account. 

my billing is up to date and shows that I’m subscribed and paying for app extra, sports, max hd etc. 

im now on the chat with BT painfully explaining that reinstalling the apps and changing my passwords time after time upon their request is having no impact. 

Thanks for your support! 

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Recognised Expert
586 Views
Message 10 of 16

Re: Live channels disappeared from BT TV App

@CrispyE1981 - I feel your pain lol. Have you tried setting a recording on one of the main PSB channels from your app. Is it paired ok with your box.

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