BT TV 0 Channels Found

[MancLad]

Hi,

I had FTTP installed on Monday since then I noticed my mini was’nt receiving some of the Internet TV channels though the Subscription channels were fine. Today I lost the Internet TV channels on my pro box though Subscription channels were fine.

I decided to factory reset my mini and now it can’t find any channels internet or subscription, online support suggested a factory reset of the pro box but keep recordings to resolve but this box now has 0 channels available they said I would need to do a full factory reset to resolve the issue which does not feel right to me as this had no effect on the mini and I woud lose my recordings.

I pointed out that under software information ISP configuration was blank I thought this was important for the configuration of the box?

Any suggestions on what I shoud do to resolve, I saw on another post about powering off the open reach white box and router this had no effect.

Thanks in advance for any help. 

[Anonymous]

I think you are going to need a mod to step in @MancLad , it sounds like neither box is recognising the line it is connected to, can't pick up the IP configuration so it knows it is BT and is then probably failing to validate your subscription and load the channels.

I suspect someone needs to push some buttons at BT's end, nothing you can do will resolve it. 

[SRB]

Is there still an option to reload software keep recordings? (Can't remember the exact wording) That loss of ISP Config happened me a year or so ago and once it had re-downloaded the software, it prompted another sw update on boot and the channels were back, recordings all intact.

[PhilipL790]

Maintenance Mode Reset, found through the Menu - should give two options

- Full factory reset - Back to factory defaults and ALL recording lost.

- Soft factory reset which will allow recordings to be preserved.

[Anonymous]

The OP said they had factory reset both boxes already?

[SRB]

Ah, sorry so they did, read that too quickly thought they were asking should they do a full reset. 

[Anonymous]

It was the right call, but as it has already been done I think it has to be a BT/Openreach issue around the account and the FTTP upgrade?

[SRB]

Just another suggestion - might be worth going into normal settings and asking the box to check for a software update - while it would normally do itself once it reboots after a reset, - it may not have and may be waiting for the box to be idle overnight.  It's worth a shot, but I think @Anonymous is correct it sounds like account issue around the upgrade.

[Anonymous]

Definitely worth a try  👍🏻

[MancLad]

Tried the software update and both boxes on the latest versions.