Help! NOW TV channels missing from EPG (new subscriber)

[Redders2719]

Hi I am new to BT TV, so some help required! Installation has gone well except my subscribed NOW TV channels are missing from the EPG completely. I have tried several factory resets and retunes, and although my ‘tv channels’ in the box settings show ‘subscribed channels: 13’ they do not show at all. I can confirm my channels work in the NOW TV app. The only channel I have is AMC.

Am I doing something wrong? From reading here it appears this might be a known issue, so what are the next steps to resolve?

[jam2000]

Have you done a software update?

[Redders2719]

Thanks for your reply and suggestion. All software updates have been done and settings>software information confirms it is up to date.

[jam2000]

Have you tried another channel re-tune?

[Redders2719]

Just tried another re-tune. It is showing as Freeview channels: 142, Subscribed channels: 13. However still not showing subscribed channels in the EPG

[Gemma_P]

Hi @Redders2719 ,

Sorry to hear you are having problems with the BT TV service. If you send me your landline or account number to me via a private message I'll have a look into the problem for you.

Thank you.

[Redders2719 · Accepted solution]

Thank you! Private message sent to you with my phone number.