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talion78
Beginner
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Message 1 of 8

BTP-20000

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wonder if a mod can help.

getting this error.....tried resetting everything. Going through broadband extenders.

Youview box saying connected to internet and router yet cannot access channels.

thanks
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7 REPLIES 7
Moderator
Moderator
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Message 2 of 8

Re: BTP-20000

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Hi @talion78 and welcome.

 

Sorry you're seeing the error message. Are you able to connect directly to the hub and check if you're still seeing the error message?

 

Cheers

 

David

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talion78
Beginner
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Message 3 of 8

Re: BTP-20000

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hi david no unfortunately the telephone line box is about 30 ft away from the tv.
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Moderator
Moderator
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Message 4 of 8

Re: BTP-20000

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Thanks for getting back @talion78.

 

It would be difficult to diagnose any possible issue with the box or service without connecting directly to the hub. Can you borrow or locate a long ethernet cable?

 

Cheers

 

David

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talion78
Beginner
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Message 5 of 8

Re: BTP-20000

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hi Dave, i've managed to get a long ethernet cable. so now directly connected to router. reset router and factory reset youview box still same error
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Moderator
Moderator
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Message 6 of 8

Re: BTP-20000

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Hi @talion78 Thanks for trying that.  Drop us over your details by clicking on my user name and selecting contact the mods and we will be happy to help you get this fixed.  

Thanks
John

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BT TV Expert
BT TV Expert
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Message 7 of 8

Re: BTP-20000

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Hi @talion78

 

I have amended a conflict on the TV account so TV services should now work.

To force the new config onto the set top box, the home hub may need a factory reset and then the set top box disconnected and re-connected to the Internet.

If you then go onto an Internet Channel e.g. BT Sport. It may ask you to click okay to set this up. Click okay and channels should start working.

Let me know if that resolves or if there are still issues.

Thanks,

Gemma

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Moderator
Moderator
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Message 8 of 8

Re: BTP-20000

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Hi @talion78,

 

Thanks for taking my call today. I'm really glad to hear this is sorted. Thanks to @Gemma_P for all your help. I'll close this off but if you have any other problems post back and we'll be happy to help.

 

All the best

 

David

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