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livanid
Beginner
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Message 1 of 5

Moved house & subscription channels not working

I moved a few weeks ago. At my new house, the internet is working fine. On my BT Box, Netflix, the iplayer and other apps work perfectly.
However, none of my subscription channels, eg BT Sport and Box Nation, work.
I have reset the hub and BT Box. Tried different ethernet cables.
I even had a spare YouView box, unused, and tried that.
The problem persists.
I notice that on the Youview box, when I go to Settings>Signal & Connection>Broadband Connection, the Status is 'Connected'.
However, when I do this on the subscription channels, it says 'We can't connect to the internet'.
Even though the internet is working without issue.

I have contacted BT who confirm my subscription is active and I can watch BT Sport online.

So, the internet connection is fine.
The hardware is fine.
My subscriptions are apparently up to date.

BTW, it is clear the internet speed is not the problem but the BT team sent out an engineer and are due to send a second.

Can you solve this please?

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4 REPLIES 4
Distinguished Guru
Distinguished Guru
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Message 2 of 5

Re: Moved house & subscription channels not working

Hi @livanid welcome to the forum.

 

Can i ask what happens when you try the BT Player  on the Youview box - does it load and are you able to play content from it  ?

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Moderator
Moderator
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Message 3 of 5

Re: Moved house & subscription channels not working

Hi @livanid and welcome.

 

Are you connected directly to the hub via cable or through adaptors or extenders?

 

Cheers

 

David

Community ModeratorDaveM
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livanid
Beginner
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Message 4 of 5

Re: Moved house & subscription channels not working

Directly to hub.
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Moderator
Moderator
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Message 5 of 5

Re: Moved house & subscription channels not working

Thanks for confirming that @livanid. I think we'll need to take a closer look at this for you so can you please drop me over an email with the details and we'll take it from there.

 

You'll get the contact the moderators link in my profile.

 

Cheers

 

David

Community ModeratorDaveM
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