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DCDC
Aspiring Contributor
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Message 1 of 20

BT Sport

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Hi

Looking for guidance on how to get around a problem with BT Sport.

After watching any of the BT Sport channels for around 10 minutes the poicture freezes, sound drops and then a blank screen. Press TV guide on remote twice and picture and sound come back. After five minutes the same happens and I repeat pressing the remote, picture comes back and so on. This has been happening for over a month. The BT box is "YouView" by Humax and the hub is a SmartHub.

So far I have:

Checked connections at hub and box.

Switched box and hub off and on.

Factory reset both

Checked software is up to date

Reduced picture from 1080p to 1080i

Completed broadband speed check

Completed BT troubleshooter at least twice

Used the live chat support.

I can watch; Netflix, Prime Video and iPlayer with no problems whatsoever.

Anything else I can try?

Thanks

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19 REPLIES 19
Moderator
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Message 2 of 20

Re: BT Sport

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Hi @DCDC sorry you are having a problem trying to watch BT Sport on your Youview box.

You have said the problem has been happening for the last month. Did the service work ok before then or did you just activate BT Sport a month ago?
You have checked the connection between the hub and the Youview box already but is this an Ethernet or powerline connection?
What model of Youview box do you have?

Thanks
John

 

Community ModeratorJohnC
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DCDC
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Message 3 of 20

Re: BT Sport

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Thanks for your reply John.

The service worked satisfactorily from Jan 2018 until November 2018. It is an ethernet cable from hub to box. An initial thought was that there was a problem with the cable. However, if Netflix, Prime Video and iPlayer are working , I discounted that possibility. Equally, if it was the cable, I belioeve it would not work at all.

Thanks

Dugald

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Message 4 of 20

Re: BT Sport

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@DCDC Thanks for confirming that, what broadband speed did you get when you checked the connection?

These issues are normally caused due to an problem with the connection speed the Youview box is getting. Netflix and iPlayer etc don't need as fast a connection as they are delivered differently over the broadband connection to the live Internet channels.

Community ModeratorNeilO
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DCDC
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Message 5 of 20

Re: BT Sport

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Hi Neil

 

The connection speed is 42.4mb/s

Thanks for clarifying position with Netflix and so forth.

 

DCDC

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Moderator
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Message 6 of 20

Re: BT Sport

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Hi @DCDC,

I think it would be best if we could test your connection and get to the bottom of this for you. To get in touch with us, click on my user name and then copy and paste the link under "Moderation Team Email Address" into your browser.  Complete that form and we'll get back in touch with you.

Thanks

DanielS

Community ModeratorDannyS
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Message 7 of 20

Re: BT Sport

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Hi @DCDC thanks for sending over your details. I have referred the case to our BTTV experts and they are currently investigating this problem. I will keep you updated of progress.

Cheers
John

Community ModeratorJohnC
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Message 8 of 20

Re: BT Sport

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Hi @DCDC I called earlier sorry I could not reach you. I wanted to check how the engineer visit went yesterday. Post back and let me know how you got on.

Cheers
John

Community ModeratorJohnC
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DCDC
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Message 9 of 20

Re: BT Sport

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Hi John

 

Sorry couldn't take calls. Busy day.

Engineer came and ran a few tests amd could find nothing wrong with broadband. The fault is not remedied.

I told him that I could watch BT Sport on ipad with no problems. We switched on both TV and ipad to watch BT Sport on same channel. TV cut out and froze after around five minutes but we could continue to watch the channel on ipad. Therefore, this suggest that all is ok to the Hub but there is probably an issue with the BT Vue box,

He tried to get offshore support which was a compleye waste of time.

 

Can take calls all of today, Friday 25th. Don't go haggis hunting until this evening.

 

Thanks Dugie

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Message 10 of 20

Re: BT Sport

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Hi @DCDC,

@JohnC2 is out of the office right now so I've ordered a replacement Youview box for you to see if it makes an improvement or not. I'll send John an email so he can check the order tomorrow to make sure it's going ahead ok. He'll be in the office later today.

Be careful with those lil haggis. They can sneak up on you when you least expect it Smiley LOL

Thanks

DanielS

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