Lost subscription channels

[ChrisSlade]

Help please. Have a current subscription to Sky sports and entertainment channels with Now and TNT. Everything was fine yesterday but turned the box on to watch football this afternoon and all the subscription channels have disappeared. The guide is now blue instead of purple and says Youview rather than Sky when selected source. Checked the settings and the box is still connected to the internet via a wired connection. Restarted the box, left it off for a while then restarted again and finally did a factory reset none of which has worked. How can this be resolved?

[zulu17]

Hi @ChrisSlade 

Possibly a problem with Youview identifying that you have BT as your ISP.

That might occur if there was an VPN in use or simply that the lookup up of your current IP address is not recognised as belonging to BT.

Might be worth restarting your router and getting a fresh IP address.

[DarrenDev]

Also happens if you have Hybrid Connect and your broadband has died - you'd switch over to 4G, which would do exactly as you've described.

[ChrisSlade]

Thanks for the advice, there is not a VPN and restarting the router hasn't worked.

[ChrisSlade]

Assuming hybrid connect is where EE provide back up internet then we haven't added that so unlikely. Thanks for the suggestion.

[DarrenDev]

After rebooting your router, you then need to check for software updates on the BT TV box for it to recognise the change of network.

[ChrisSlade]

Thanks, checked for updates - returned that it is running latest software, still no subscribed channels.