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undercoverelephant
Aspiring Contributor
1,058 Views
Message 1 of 9

New to BT - cannot access any internet channels - please heyalp!

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Hi

Moved from Sky TV/BB yesterday to Infinity 2 - speeds are great, the Youview Ultra HD box streams from the BT Player box sets but I just get the black screen then IPC6023 on any internet channel.  I have paid for the kids channels - not bothered about the Sports at all - but nothing on any internet channels at all. After doing all the recommended stuff, I contacted the chat help and they said it was my powerline adapters not being compatible and have ordered me some free of charge.  However, I felt a bit fobbed off so moved everything within reach of the router and wired the box directly and it is the same.   Within the BT Player where you check the broadband speed, it says 'not good enough for UHD' when I use my powerlines, but says it is fast enough when wired directly to the hub. The engineer who connected the router this morning said i was getting nearly 80Mb, subsequent checks on a browser showing 75+ down, 18 up. 

 

The helpdesk said everything looked configured/completed their end -  and now I have tried the direct connection I now know the 3 day wait for the BT powerlines will be a complete waste of time, I wondered how I should approach this - could perhaps one of the mods look into it for me please?  I don't know if I can face a third round of support chat.....

 

I am a little suspicious that we are one of the very first connected up to the new fibre cabinet - fibre only just became available in our area - so I wondered if perhaps there is some config that has not been done at the exchange - potentially we could be the first ones on that fibre box that has BT TV as well as broadband so the first ones to encounter this issue

 

I've wasted hours this evening troubleshooting this  - it will be bittersweet if I get up in the morning and the answer was to just 'wait' - but given the number of people having this issue I'm a bit sceptical that all will be resolved without some help

 

Apologies if some of this makes no sense - I have broadband fatigue and need sleep.....

 

Best regards

 

Mike

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8 REPLIES 8
skappy70
Recognised Expert
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Message 2 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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You can test the Multicast stream, attach a laptop to the Homehub, install a program called VLC, "Open Network Stream" on the "Test Channel" (rtp://234.81.130.4:5802)
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Distinguished Sage
Distinguished Sage
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Message 3 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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First do some broadband checks.

 

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12

 

Or post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 


 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.

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undercoverelephant
Aspiring Contributor
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Message 4 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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Hi Keith

 

Many thanks for the reply - here are the results.  I did an independant speed test and it was showing as 76Mb

 

 ADSL Products Downstream Line 1

Fixed Rate 1

Availability Date Available

 

Other Offerings

ADSL Multicast Available

 

Those are the only values populated ( couldn't paste grid )

 

 

It is a HH6, so I used your link to get this:

 

Serial number:

+084317+NQ62368925

Firmware version:

SG4B100021EC

Firmware updated:

12/05/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 11 Hours 19 Minutes 35 Seconds

Data rate:

20.00 kbps / 79.99 kbps

Maximum data rate:

24681 / 81096

Noise margin:

15.4 / 6.8

Line attenuation:

16.9

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

293 MB Uploaded / 1103 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-7QZQ

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-7QZQ

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

90:4D:4A:26:F6:CE

Software variant:

-

Boot loader:

7.33.1

 

 

I'm off to try the VLC thing now

 

 

Best regards

 

 

Mike

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undercoverelephant
Aspiring Contributor
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Message 5 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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Re: New to BT - cannot access any internet channels - please heyalp!
 
You can test the Multicast stream, attach a laptop to the Homehub, install a program called VLC, "Open Network Stream" on the "Test Channel" (rtp://234.81.130.4:5802)

 

 

 

 

Okay, done that - it doesn't play anything,  no error or anything, just doesn't do anything

 

 

Regards

 

 

Mike

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BT TV Expert
BT TV Expert
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Message 6 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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Hello, seems like a config provision issue all day. Please send me your details in a private message and i'll take a look at this. Landline telephone number will do. Thanks. Jay.

Community ModeratorJayN
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undercoverelephant
Aspiring Contributor
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Message 7 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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Hi Jay

 

PM sent.

 

However, I have just been told by BT that our exchange it not multicast enabled and therefore should not have been able to order the package??  Sounds odd. I don't have a high confidence with the chats I have had though - is that something you can verify?

 

Frustratingly for me, I have now moved from Sky to BT as it was the best  'like for like' option, but now it is nothing like that - if I am just going to have good BB and no other 'value add', I might as well go through a plusnet deal or suchlike.  

 

Regards

 

 

Mike 

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undercoverelephant
Aspiring Contributor
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Message 8 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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Slight update - current thinking is that it should be enabled, but something needs doing on BT's end which could take up to 5 days to be looked at. Bumpy start.....

 

Note to self - don't be an early adopter, let someone else take the pain Smiley Happy

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undercoverelephant
Aspiring Contributor
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Message 9 of 9

Re: New to BT - cannot access any internet channels - please heyalp!

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Thanks  so much Jay - peace has now been restored in our house once more Smiley Happy

 

Whatever settings you changed at the Exchange has resolved my issues - I can now get the internet channels I am paying for. After being told by the support line that multicast is simply not available on my exchange, it's great that this forum exists to enable us to get a more technical line of enquiry - it is much appreciated

 

Best regards

 

 

Michael

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