BT TV Pro Box Not Working

[OllieA1987]

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Hi Guys

I've had the new BT TV Pro box since it's release last year but trying to watch TV in the last couple of weeks has been a nightmare. 

Recordings are unreliable and seem to have a mind of their own, the box is constantly freezing, Netflix and Prime Video fail to load a lot of the time and the box is very laggy in general. We have to keep rebooting and it is becoming a nuisance. I have factory reset the box and lost all of the recordings in the process. 

We have an Extra Box subscription and the old BT 4K UHD box is running fine. 

Is it possible to get a BT TV Pro Box replacement? I'm paying near on £90 a month for BT TV VIP and I expect better to be honest. I can't even watch a 90 minute football match without the box freezing on me. 

Thanks in advance. 

[johne3]

I am having the same problem today.

Box frozen and will not restart

[Filosopher]

Another half hour outage again in York tonight..lost Broadband, phone,TV and Sport. All working now but this is the second time since I renewed my contract with BT. Since I get a message telling me there are problems in your area and we are working on it I assume that these outages will be reflected in my next bill. Having upgraded to the Pro Box I expect a better service for my subscription. ( BT customer since 1971!!)
Two more boxes showing failed recordings next to the recording so
this problem continues just when I thought it was sorted.

[Filosopher]

Spoke too soon, all Sports Channels missing again and a service status
message ..TV,Sport Problem reported,expected to be fixed tomorrow!!

[derekscarborough]

Our box has gone wrong tonight also. We have been having the 'ghost' failed to record problem but tonight the box went funny and marked all recordings as failed. After a power cycle all recordings have now disappeared. What is happening with these pro boxes?

[Filosopher]

Catching up on last night's European Football and perversely the recording of Yes Prime Minister on BBC 4 is

there and no ghost "failed to record" box.

Looks like Normal Service is going to be "A Problem with the service in your area " at regular intervals and a very

erratic Pro box.

[derekscarborough]

Some programmes set to record overnight only partially recorded. All recordings on the box which disappeared last night have now come back, but they are still showing as failed to record, even the ones from last year. Hope we haven't lost all of these recordings.

[zulu17]

Hi @OllieA1987 

Have you contacted BT directly about the ongoing issues as decisions as to engineer visits and/or box replacement will normally be routinely handled by the customer service support teams ?

just a couple of observation given you seem to be running multi box  does the problem with your BT Box Pro still exist if it is swapped to the second box location  and does the problem still exist if you temporarily disconnect the second box and  then reboot the smart Hub ?

[OllieA1987]

Hi

Thanks for the reply.

Yes, I have already tried both of those solutions but the problem remains. I'm quite a techy person and I firmly believe it is a faulty box. 

Do you have a point of contact for the correct department that I need to make contact with because I'm paying £90 for a terrible service at the moment. Last night whilst trying to watch Liverpool in the Champions League the box froze three times and resulted in three reboots of the box.

Thanks in advance. 

[David_H]

Hi @OllieA1987 , thanks for posting about your recent experience with the TV Box Pro performance, clearly less than optimal. I'd like to see how we can help improve that and will drop you a PM for some more details. 

thanks

David