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Aspiring Contributor
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Message 1 of 40

Lost all subscription channels

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Help

Was checking out the settings on my DTR-T4000 and could see it had updated at some point earlier today.

I then hit the update software button and it picked some apparently newer version up , it applied the update and restarted.

This has somehow caused all my Max 4K subscription channels to be wiped from the box , they don’t appear in Settings > Signal & Connection > TV channels and by extension the Guide, only the OTA Freeview channels are available.

Keying in any channel number via remote reports as “no channel”.

I’ve tried all the following already but nothing has fixed the issue....

Power cycled  both DTR-T4000 and the Smart Hub 2 it’s directly connected to.

Checked Ethernet connection , could see disconnected / connected message on screen when cable removed.

Made sure channels were not hidden in Guide.

Tried to activate subscription via BT Player as mentioned on support page.

Used the TV help tool on the same support page with no success.

Just had a unsuccessful close to 90 minute webchat as suggested after the TV help tool couldn’t fix the issue which again ran through most of what I’d tried myself.

Anything I’ve missed apart from a factory reset which I’d rather not do due to recording wipe ?

Any assistance would be greatly appreciated. 

 

 

 

 

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Contributor
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Message 2 of 40

Re: Lost all subscription channels

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@redaelwrote:

Help

Was checking out the settings on my DTR-T4000 and could see it had updated at some point earlier today.

I then hit the update software button and it picked some apparently newer version up , it applied the update and restarted.

This has somehow caused all my Max 4K subscription channels to be wiped from the box , they don’t appear in Settings > Signal & Connection > TV channels and by extension the Guide, only the OTA Freeview channels are available.

Keying in any channel number via remote reports as “no channel”.

I’ve tried all the following already but nothing has fixed the issue....

Power cycled  both DTR-T4000 and the Smart Hub 2 it’s directly connected to.

Checked Ethernet connection , could see disconnected / connected message on screen when cable removed.

Made sure channels were not hidden in Guide.

Tried to activate subscription via BT Player as mentioned on support page.

Used the TV help tool on the same support page with no success.

Just had a unsuccessful close to 90 minute webchat as suggested after the TV help tool couldn’t fix the issue which again ran through most of what I’d tried myself.

Anything I’ve missed apart from a factory reset which I’d rather not do due to recording wipe ?

Any assistance would be greatly appreciated. 

 

 

 

 


Lost all my subscription channels too, after I updated box software, so fed up of it.

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Contributor
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Message 3 of 40

Re: Lost all subscription channels

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Can someone from BT pick up on this, and help out.  Thank you.

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Expert
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Message 4 of 40

Re: Lost all subscription channels

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A factory reset (keep recordings) won't help, I've done several on my T4000 and it hasn't helped.

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Contributor
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Message 5 of 40

Re: Lost all subscription channels

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Is it down to this latest software, why the subscription channels are missing?

 

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Expert
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Message 6 of 40

Re: Lost all subscription channels

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@Tezzwrote:

Is it down to this latest software, why the subscription channels are missing?


Unknown at this time.

Some people that have had an update have lost the channels, others have not.

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Contributor
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Message 7 of 40

Re: Lost all subscription channels

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If you have lost the BT channels got to software info in the settings and do a software update , I have got my channels  back. 

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Aspiring Contributor
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Message 8 of 40

Re: Lost all subscription channels

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Yep doing another update worked for me too.

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Aspiring Contributor
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Message 9 of 40

Re: Lost all subscription channels

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Glad to see a quick fix to this for everyone affected.

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Contributor
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Message 10 of 40

Re: Lost all subscription channels

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@patelc7wrote:

If you have lost the BT channels got to software info in the settings and do a software update , I have got my channels  back. 


Updated software again, got channels back, but missing HD subscription channels, except sports.

 

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