Lost channels after installation of full fibre broadband

[scooby66]

GRRR, subject says it all.☹️

Engineer here yesterday to install full fibre broadband and we have lost channels we have subscribed to as part of our package eg Sky sports HD, Sky Arts HD.

We have: followed the 5 steps for switching off at the power and resetting the box AND done a full factory reset.

Some messages come up with error code IPC 6017

REALLY annoying, 

Advice for most efficient solution - here or BT directly?

Thanks

[DanielS · Accepted solution]

Hi @scooby66,

I am sorry that your TV subscriptions aren't working as they should be. Can you still view the rest of your channels in SD?

If that's the case then the NOW Boost (HD) add on may have been removed.

However, if you can't view the rest of your TV channels, even in SD, then there could be something else going on that we will need to help you with.

Thanks
DanielS

[scooby66]

Hi @DanielS 

Thanks for your reply.

I had a web chat with BT earlier this morning and you're absolutely correct, the NOW boost HD had been removed.

It took the chap a couple of tries at fixes until he found that the HD boost had been removed following the installation yesterday.

Shocked ,to say the least , when he told us, as we weren't told that this would happen!!  I've raised the complaint with BT, I feel their teams pushing customers to sign up for full fibre either need more training or to tell customers that this may happen..

thanks again 

[DanielS]

Hi @scooby66,

You are most welcome. Thank you for getting back to me too.

It's great to see that you have your HD channels back now. There is no way that this should have happened for your type of order. I haven't seen any system issues causing this so it was most likely user error on our behalf. I am sorry that that happened.

Hopefully you will have a great experience from now on for many years. Just remember that we are here should you need anything.

Have a great day.

Thank you

DanielS