Netflix and Amazon Prime not wokring on BT box

[smiler44]

A couple of problems

I can't watch Netflix on my BT box but if I use a smart TV I can, this leads me to think it is the BT box at fault but BT say no. Anyone else had this problem and solve it, if you have, how did you solve it?

When trying to watch Amazon Prime via the BT box after a minute or so the box jumps back to the apps page.

Again BT at a loss but have advised that i 2023 the mini box suffered problems but they were unable to tell me if it s solved.   Again, anyone else had this problem and solve it, if you have, how did you solve it?

thanks

[Peter_W]

Good afternoon @smiler44, welcome back to the BT Community. 

You may have already tried this when speaking with our team, but just to be sure have you checked to make sure both your box's software and the apps themselves are fully up to date?

You can find all the details you need on how to check this here: 

How do I manually update software on EE TV boxes? | BT Help

Peter

[smiler44]

Hi Peter,

thanks for the reply. Yes have checked the apps are up-to-date and they apparently are. I have turned off the power at the mains and turned it back on but still to no avail.

If BT still has an outstanding issue with the mini box since 2023, what hope is there that they can solve my problem in the next few days?

Smiler4

[Peter_W]

Thanks @smiler44, as well as powering this off fully, have you tried doing a light reset on your box too?

There's the option for a full factory reset as well, but I'd recommend speaking to our team again to see if there are any further options we can look at before going down that route.

Peter

[smiler44]

Peter, a factor reset will delete all my recordings.  Perhaps BT would send me another box to use and I will send back the one I have once I have watched/deleted all my recordings.  I hope you will appreciate, deleting my recordings is not something I wish to do.

Is there a way to transfer the recordings to something else?

I was told last night a technical team would call me back within 48 hours, its been about 24 hours and counting

thank you for your suggestion

[Peter_W]

I totally get that @smiler44, I know I'd feel exactly the same way!

That's why I recommended the light reset as a first thing to try, as it only affects the boxes internal settings rather than any personal data. 

Fingers crossed you should hear something from our TV team soon; I don't believe there's an official means of transferring data from one box to another, but we have had a few threads here in the past where users have suggested potential other solutions. 

Please keep us posted on how you get on!

Peter

[Midnight_Voice]

@smiler44 @Peter_W 

You can copy SD recordings from OTA Freeview broadcasts off the disc from a YouView box by removing it, mounting it in a caddy, and working with the files with a Unix distro.

You cannot copy HD recordings in this way, as they are individually encrypted to the YouView box that made them. (Well, you can copy them, but you can’t play them 😢)

I think recordings from the EETV EPG channels, SD or HD, will be similarly encrypted or otherwise made unavailable.

The new kiddy on the block is Freeview over IP; I don’t know (though somebody might), but I would bet recordings from this source would be encrypted, even SD ones.

Analogue copying in real time is possible on those YouView boxes with analogue out, or by using an HDMI to composite or component converter, but I recall copying something from the OGWT to my laptop one time, which copied OK, but then went scrambled later, so it looks like it was encoded with an expiry date. I never figured out how the BBC did that…..

[smiler44]

Hi Peter, still no phone call back from BT so I rang them, apparently it could take 5 days for me to receive a callback.  While on the phone the guy from the help desk may have tried a soft reset, this involved reloading all the software but kept (hopefully) my recordings.  I will try to see how Amazon Prime is later but Netflix is still a no no.

From what I understood taking with him, the version of BT box I have, wont work with my Netflix package, my Smart TV will, so  in m opinion, that puts the Netflix problem firmly with the BT box.

All the best

[smiler44 · Accepted solution]

Sorry I should have provided an update.

It turned out to be the BT box, despite a couple of false starts BT changed the BT box for a different one and all works ok.

Why on earth BT found it so difficult to understand that the issue was their box, is beyond me but I guess "computer says no"

smiler44