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njwill
Beginner
389 Views
Message 1 of 11

Can't use on demand with extra channels and other problems

Hi

 

I moved over from Sky to BT on Tuesday and have not been happy at all so far.  Activation didn't occur until the following day and then fibre was incredibly slow - this has now been fixed yesterday and I am now very pleased with speeds I am getting.

The problem now lies in the fact that we can't watch the extra channels, can't use on demand, can't activate BT everywhere and the youview box is freezing quite often when I select settings.

 

When we moved over to BT we didn't realise you couldn't watch the extra channels or use on demand wirelessly, so when I complained to BT they sent me the BT broadband extenders and assured me that they would fix the problem.  I originally put them down to not working due to the very slow speeds I am getting, but even now they still won't stream the programmes without pausing and breaking up.  I can't record either.  Has anyone else got them to work effortlessly - just confused as BT's website say they can't be used for catch up tv - so why send them to me?

 

Also when I look at the TV guide for the week just gone it states that none of the extra channels can be viewed.  Why is this?

 

Also how do you get BT everywhere as I thought it came free with the entertainment plus package?

 

Sorry for all the questions just unhappy at the moment and feel like cancelling.  Any help would be greatly appreciated.

 

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10 REPLIES 10
Telecom89
Recognised Expert
383 Views
Message 2 of 11

Re: Can't use on demand with extra channels and other problems

Hi - before hooking the powerline into the YouView box can you connect a laptop to the powerline at that end to see what speeds you are getting there?

 

Info about the powerline adaptors:

 

See: http://bt.custhelp.com/app/answers/detail/a_id/10692/related/1

 

See also: http://www.bt.com/help/home/tv.html

 

You are using the BT-supplied HomeHub rather than your own router as you need a router that supports multicast?

 

Btw - you do have a BT YouView+ box - the one with recording capability?

 

Obviously having a wired connection to your HomeHub is preferable but I appreciate that this may not be possible.

 

As for BT Everywhere:

 

http://bt.custhelp.com/app/answers/detail/a_id/50691/~/about-bt-tv-everywhere-and-how-to-get-it

 

I think they key thing is to make sure you can get internet capability where the powerline is near your YouView box in the first instance and then take it from there.

 

It also sounds as though you will need to update the software on your YouView box once you get it connected.

 

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njwill
Beginner
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Message 3 of 11

Re: Can't use on demand with extra channels and other problems

Hi,

 

Many thanks for your reply, I got 29mb/s compared to 34 connected directly to the hub.

 

Yes we are using the BT Homehub and the Youview box has recording capacity.

 

Software is currently up to date so I have no idea what the proble is.

 

Thanks

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Telecom89
Recognised Expert
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Message 4 of 11

Re: Can't use on demand with extra channels and other problems

Would it be possible for you to run an internet cable direct from the router to the YouView box temporarily to see if it's a powerline issue? The trouble with powerline technology is that it depends on the wiring in your home as to how well it does/doesn't work.

 

I take it that you can't move the router nearer the YouView box in order to run a cable to it on a permanent basis.

 

You don't e.g. have the powerlines connected via extension blocks or via surge protectors do you?

 

See also:

 

http://bt.custhelp.com/app/answers/detail/a_id/49699

 

http://bt.custhelp.com/app/answers/detail/a_id/49690/

 

https://support.youview.com/articles/Self_Service_FAQ/Can-I-connect-my-YouView-box-wirelessly-137086...

 

I assume that the absence of wireless in YouView is a cost-saving measure.

 

 

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njwill
Beginner
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Message 5 of 11

Re: Can't use on demand with extra channels and other problems

No they are plugged in directly to the mains and the hub is too far away.  I have ordered a long cable but we just didn't want to be drilling holes to route the cable round, plus the cost - which we were not expecting.

 

We would not have moved to BT had we known the youview box wasn't wireless.

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Telecom89
Recognised Expert
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Message 6 of 11

Re: Can't use on demand with extra channels and other problems

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njwill
Beginner
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Message 7 of 11

Re: Can't use on demand with extra channels and other problems

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Telecom89
Recognised Expert
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Message 8 of 11

Re: Can't use on demand with extra channels and other problems

Stumped. I assume you've reset the powerlines etc.

 

Have you tried: http://bt.custhelp.com/app/answers/detail/a_id/10692/~/how-to-check-powerline-adapters-are-working

 

by placing them on a double socket next to each other or an extension block if that can't be done?

 

Btw you can get flat cat5e cable from 'a well known internet shopping site' which might be easier to run along walls/under carpet.

 

 

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njwill
Beginner
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Message 9 of 11

Re: Can't use on demand with extra channels and other problems

Hi

 

Yes I have done all that.  I will try the cable when it arrives and then take it from there.  Not happy though.

 

Thanks for your help

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Telecom89
Recognised Expert
243 Views
Message 10 of 11

Re: Can't use on demand with extra channels and other problems

That's the problem with powerlines - if they work then great but if they don't for whatever reason they can be a pain.

 

Cabling it all up should hopefully resolve this.

 

If so you can always dispose of the powerlines on 'a well known internet auction site' and maybe come out of this with a little profit 🙂

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