Subscription channels vanished!!

[Roseywhu]

Hi

Anyone have any idea why all my subscription channels have disappeared from my YouView box?

I was planning watching the darts on Sky Sports tonight but the channel had disappeared - in fact all the channels I pay for have as well - TNT Sports, Sky Sports and all the channels included in my Big Sport and Entertainment packages - the channel list literally skips from channel 287-555 with nothing selectable inbetween.

if I try and watch a recorded program from one of those channels it says ‘channel has been removed’

I’ve tried a hard reset of the box and retuning the channels but to no avail. The box seems to have just turned into a Freeview box!

I’ve checked on MyBT and the TV packages still show in My Products and my last bill shows the advanced charges from 04 Oct-03 Nov for my services. I can’t see any outages being reported anywhere either. The online troubleshooter in MyBT didn’t find anything either. Bills are all paid on time as always (Fibre Halo 3)

The only thing I can think is that I had still been using my old legacy TV contract - although that did change to EE TV automatically, but have been out of contract since March. 
I’m assuming that shouldn’t matter - but only thing I can think of.

Any idea anyone  Box fault, out of contract issue, or error at BT HQ or is there an outage of some kind?

Thanks for any help!!

[zulu17]

A few random questions @Roseywhu 

If you choose from the Home Page >Settings  and then >Software Information   what is the value of the ISP configuration ?

Are you able to use the box  NOW app to view the Darts ?

Are you able to watch TNT Sports on the  box discovery+ app ?

What happens when you open (attempt to open) the EE TV app on the box ?

Which box is it  , the Box Pro or one of the earlier boxes ?

[Roseywhu]

Hi thanks for reply:

ISP configuration is 23

Yes, can watch Sky via Now app
Yes, can watch TNT via Discovery +

Don’t seem to have an EETV app on the box

It’s a BT branded box pro, model RTIW387.002.P - on hardware version 0007

[zulu17 · Accepted solution]

Thanks for the quick responses @Roseywhu 

My theory is that there is nought wrong with the box and probably nothing wrong with your subscription but there may be an issue with how your broadband line is being recognised by YouView.

I would be inclined to restart your broadband hub. and after that restart your Box Pro and check for any updates.

[Roseywhu]

Thank you - that worked!!

i’d tried restarting the machines before but not the software update and checking for updates did the job and my channels are back.

Thank you so much for your time, much appreciated!!