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Newbie
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Message 1 of 6

New box, no BTPlayer or Sports channels

Hi

I've recently taken out BT TV with bt sports  included, however the bt player isn’t installed and I can't see the sports channels.

I've tried all of the following:

  • Internet connection is working fine with lots of bandwidth (FTP)
  • I can use BBC iPlayer etc so ondemand is working
  • I've tried both hard and soft resets in maintenance mode
  • Tried rebooting mini-connectors, box and hub.
  • I've accepted the Ts & Cs
  • It's all BT kit, no weird router or anything
  • Software is all updated and latest version
  • I've rescanned the channels multiple times

I can't get hold of BT on the phone or live chat - just says busy .... help!

Thanks

Ben

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5 REPLIES 5
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BT Sport Expert
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Message 2 of 6

Re: New box, no BTPlayer or Sports channels

When you say "BT Player isn't installed" - what happens when you press the BT Player button on the remote?
If you go to Settings and then Software Information, what is your ISP configuration value currently set to?
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Newbie
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Message 3 of 6

Re: New box, no BTPlayer or Sports channels

Hi Darren

 

Thanks for responding!

When I press the BT Player button on the remote, nothing happens, just no response. If i go to Apps -> Players I can see BBC iPlayer, Netflix, Now, etc  but not BTPlayer.

 

ISP Configuration is blank, no value

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BT Sport Expert
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Message 4 of 6

Re: New box, no BTPlayer or Sports channels

Assuming it's definitely connected to your home BT Broadband line (and not internet from any other provider, or mobile), can you check for software updates again please? After upgrade, it can sometimes take a second check to pull down the ISP config. It's that config which defines the player and channels that you can get.

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Newbie
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Message 5 of 6

Re: New box, no BTPlayer or Sports channels

That's done the trick thank you!

I must have rebooted and updated the software at least 5 times over the last 5 or 6 hours, maybe I was just being impatient.

 

Thanks for your help!

 

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BT Sport Expert
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Message 6 of 6

Re: New box, no BTPlayer or Sports channels

Phew. Glad that worked, otherwise I was totally out of ideas! 😁
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