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Andyb2710
Beginner
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Message 1 of 10

Lost all internet channels Really desperate!!

Hi there

After open reach fixing a line fault and several phone calls to BT we still cannot get our BT internet channels on the box. They have completely disappeared. After several reboots and hub reboots we still have no channels. Also gone through all channels with BT including Factory Reset etc we do have Broaband Extenders connecting which again we have rebooted and re-synched up

Totally lost now
Please , please help
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9 REPLIES 9
Moderator
Moderator
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Message 2 of 10

Re: Lost all internet channels Really desperate!!

Hi @Andyb2710,

 

It'd be best if you spoke to someone who works in our technical team for BT TV. You can find them at the below link:

 

BT TV Tech Chat

 

Let me know how you get on please.

 

Thanks

 

DanielS

Community ModeratorDannyS
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Andyb2710
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Message 3 of 10

Re: Lost all internet channels Really desperate!!

They didn't help unfortunately and have just set up for us to get a engineer out
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Moderator
Moderator
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Message 4 of 10

Re: Lost all internet channels Really desperate!!

Are you available for the engineer to go out @Andyb2710?

 

It would be good to get their opinion in case they can fix the issue.

 

Thanks

 

DanielS

Community ModeratorDannyS
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BT TV Expert
BT TV Expert
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Message 5 of 10

Re: Lost all internet channels Really desperate!!

Have they disappeared from the Guide or do you get an error when selecting one?
BT TV expertSteveM
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.
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Andyb2710
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Message 6 of 10

Re: Lost all internet channels Really desperate!!

They have disappeared from the guide after doing a hard re boot
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BT TV Expert
BT TV Expert
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Message 7 of 10

Re: Lost all internet channels Really desperate!!

OK, that's probably not something an engineer can fix then as it will be a BB account to TV account mapping issue, maybe the Openreach work changed something. I will look tomorrow for you
BT TV expertSteveM
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.
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Andyb2710
Beginner
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Message 8 of 10

Re: Lost all internet channels Really desperate!!

Ok thank you what's the best option from here then as the engineer is due to the house within the next hour or so
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Andyb2710
Beginner
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Message 9 of 10

Re: Lost all internet channels Really desperate!!

Also just as a side, the Internet is working to the box because we can use the apps and the players apart from the BTTV player which isn't working
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BT TV Expert
BT TV Expert
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Message 10 of 10

Re: Lost all internet channels Really desperate!!

Can you PM me your Broadband Phone Number or Account Number please?

BT TV expertSteveM
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I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, and help where I can with BTTV queries. Go here for more info.
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