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DiSpracklen
Aspiring Contributor
748 Views
Message 1 of 20

BT sport not working and crashing broadband

Hi,

I have been having problems with my by sport recently.
My broadband works fine and then when I try to watch BT sport (any by sport channel) on my Youview box the channel doesn’t load and remains blank at the same time my broadband crashes the hub stays blue but on other devices and laptop I can not connect to the internet.

Eventually the BT Sport channel gives an error related to no broadband connection.

I have to power cycle the hub which gets the internet back on but if I try and watch BT sport again it crashes. It was working fine up until about 10 - 14 days ago.

Any help much appreciated as the BT phone support so far have been unable to fix the problem.

Thanks

Di
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19 REPLIES 19
Distinguished Sage
Distinguished Sage
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Message 2 of 20

Re: BT sport not working and crashing broadband

Welcome to this user forum.

How is the YouView box connected to the home hub?

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DiSpracklen
Aspiring Contributor
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Message 3 of 20

Re: BT sport not working and crashing broadband

It’s connected with the Ethernet cable supplied with the you view box directly into the hub. They is probably about 50cm between the you view box and home hub.

I did wonder about putting in a more robust CAT6 Ethernet cable but as it’s worked before with this setup I wasn’t sure.
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Distinguished Sage
Distinguished Sage
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Message 4 of 20

Re: BT sport not working and crashing broadband

That cable should be fine.

Are there any other devices connected to the Ethernet port of the home Hub, especially anything that you have added when the problem started?

Have you tried a factory reset of the home hub?

http://bt.custhelp.com/app/answers/detail/a_id/11386/%7E/how-do-i-reset-my-bt-hub-to-its-factory-set...

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DiSpracklen
Aspiring Contributor
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Message 5 of 20

Re: BT sport not working and crashing broadband

There is nothing else plugged into the hub itself and I did a factory reset of the hub yesterday and still got the same behaviour.
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Distinguished Sage
Distinguished Sage
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Message 6 of 20

Re: BT sport not working and crashing broadband


@DiSpracklen wrote:
There is nothing else plugged into the hub itself and I did a factory reset of the hub yesterday and still got the same behaviour.

It would be worth checking for possible line issues.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

Do you get the problem on any other subscibed content, apart from sport?

 

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DiSpracklen
Aspiring Contributor
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Message 7 of 20

Re: BT sport not working and crashing broadband

Just done the line test now - it’s quiet.
It does seem to be all additional subscription channels that come through the internet rather than via the tv aerial.
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Distinguished Sage
Distinguished Sage
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Message 8 of 20

Re: BT sport not working and crashing broadband


@DiSpracklen wrote:
Just done the line test now - it’s quiet.
It does seem to be all additional subscription channels that come through the internet rather than via the tv aerial.

Have you tried doing the factory reset on the home hub?

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DiSpracklen
Aspiring Contributor
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Message 9 of 20

Re: BT sport not working and crashing broadband

Yes I have tried a factory reset of the hub.
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Distinguished Sage
Distinguished Sage
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Message 10 of 20

Re: BT sport not working and crashing broadband


@DiSpracklen wrote:
Yes I have tried a factory reset of the hub.

Then its either the BT YouView box, or the BT Home hub which is faulty. Do you have another home hub you can try?

I assume that on demand content like the BBC iPlayer does not cause this issue?

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