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lizburgin66
Aspiring Contributor
1,438 Views
Message 1 of 14

BT Sport unwatchable on You(can't)View box

Since starting back with BT in September we have had problems watching BT Sport on the YouView box. The main sport channel is the worst but we have the problem with some other sports channels. We don't use the box to watch anything other than sport and Netflix. When you switch on we always get an error message saying 'cannot connect to the internet, please check the cables' which we do obviously, every time, no problems there. We then have to remove the power, leave for 30 seconds and reconnect. That enables us to connect  but the picture quality is usually awful, constantly breaking up and even if the picture settles down sufficiently to be able to watch it the sound cuts in and out and often just stops completely. Seeing as we only signed up for BT Sport there seems little point in continuing if we can't get this issued resolved.  The box is connected to the internet via an ethernet cable into the BT-supplied mini-connector. The internet speed (BT Broadband) is consistently between 40 and 50 MB download (46.8 now for example) and upload is 9.6 MB. We have no other problems with the internet anywhere in the house. My son can connect wirelessly via his laptop and watch on the app but we want to watch on the big screen. Any moderators out there who can help?

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13 REPLIES 13
JohnC2
Moderator
Moderator
1,422 Views
Message 2 of 14

Re: BT Sport unwatchable on You(can't)View box

Hi @lizburgin66 Sorry you are experiencing a poor or no reception when trying to watch BT Sport on the Youview box.

Is your BT Home Hub connected via Ethernet to the Youview box?
If so and you have checked the cable connection previously have you tried a different cable?

Post back and let me know.

Thanks
John

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lizburgin66
Aspiring Contributor
1,417 Views
Message 3 of 14

Re: BT Sport unwatchable on You(can't)View box

Hi John, thanks for your reply. Yes we have tried this. We are using the cable it came with but when we first noticed the probelm we did try swapping back to the cable we had used on our previous Sky system. That made no difference so to be on the safe side we have gone back to the one BT supplied. Sometimes the picture improves over time, we get a bit excited and call everyone back from their apps to watch on the big screen and then it goes again, very frustrating. We think the box is faulty.

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JohnC2
Moderator
Moderator
1,414 Views
Message 4 of 14

Re: BT Sport unwatchable on You(can't)View box

Hi @lizburgin66 Thanks for confirming that for me.

It could be the box but to be sure please send us your details and we will be happy to get this fixed for you. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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TimCurtis
Guru
1,359 Views
Message 5 of 14

Re: BT Sport unwatchable on You(can't)View box

Are you able to connect a laptop by ethernet into the same mini-connector used for the YV box? If you can try doing a speedtest (speedtest.net is a good  option) , you'll then see what speed you get over the mains circuit as this could be a factor.

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DanielS
Moderator
Moderator
1,316 Views
Message 6 of 14

Re: BT Sport unwatchable on You(can't)View box

Hi @lizburgin66,

@RobbieMac is out of the office today. Can you let me know if the cable made any difference please?

Thanks

DanielS

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lizburgin66
Aspiring Contributor
1,310 Views
Message 7 of 14

Re: BT Sport unwatchable on You(can't)View box

We have been away until yesterday so haven't had a chance to try it yet. Will give it a go asap and report back. Thanks

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DanielS
Moderator
Moderator
1,267 Views
Message 8 of 14

Re: BT Sport unwatchable on You(can't)View box

Hi @lizburgin66,

That's no problem.

How has it been performing since Monday?

Thanks

DanielS

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lizburgin66
Aspiring Contributor
1,261 Views
Message 9 of 14

Re: BT Sport unwatchable on You(can't)View box

We haven't really watched it since we got back. We would really like to try it at the weekend when the main football is on and then let you know next week?

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DanielS
Moderator
Moderator
1,256 Views
Message 10 of 14

Re: BT Sport unwatchable on You(can't)View box

Hi @lizburgin66,

Are you happy for us to close your case today? If the issue repeats itself we can always pick it up from where we left off.

Thanks

DanielS

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