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Message 1 of 24

Newly setup youview box - BTTV error BTV-251

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I have received a new youview box to replace my old grey btvision box and after setting it up I have been unable to access the BT section, it will say "something has gone wrong" with the error code BTV-251.

 

Having researched on the internet I have tried a number of things to solve this issue without success.

 

I have tried

  • Testing if other on demand content is working to test internet connectivity - Working fine.
  • Checking the terms and conditions have been accepted
  • Restarting homehub and modem
  • Factory resetting youview box
  • Left the box plugged in for 24 hours

All with no success. Is there anything I have missed that may solve this issue?

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23 REPLIES 23
Distinguished Sage
Distinguished Sage
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Message 2 of 24

Re: Newly setup youview box - BTTV error BTV-251

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My guess is that the service has not yet been changed over. Leave it pluugged in and turned on for another couple of days, and the order should complete.

 

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jparnell82
Aspiring Expert
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Message 3 of 24

Re: Newly setup youview box - BTTV error BTV-251

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I cant remember exactly how to get there, but somewhere in the menu is system information, what is your ISP config version?
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MartinSW
Aspiring Expert
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Message 4 of 24

Re: Newly setup youview box - BTTV error BTV-251

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@beardedbernard wrote:

I have received a new youview box to replace my old grey btvision box and after setting it up I have been unable to access the BT section, it will say "something has gone wrong" with the error code BTV-251.

 

Having researched on the internet I have tried a number of things to solve this issue without success.

 

I have tried

  • Testing if other on demand content is working to test internet connectivity - Working fine.
  • Checking the terms and conditions have been accepted
  • Restarting homehub and modem
  • Factory resetting youview box
  • Left the box plugged in for 24 hours

All with no success. Is there anything I have missed that may solve this issue?


Check the ISP configuration number in the settings menu - does it have a number there? If not, run a software update.

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Message 5 of 24

Re: Newly setup youview box - BTTV error BTV-251

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The ISP number is 96

 

I have also run both the system software updates and on demand player updates

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Distinguished Guru
Distinguished Guru
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Message 6 of 24

Re: Newly setup youview box - BTTV error BTV-251

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Were you given an activation date for your BT TV service - the box may arrive before the activation date.

 

Does your order appear complete or in Progress when you check it on the web site?

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Message 7 of 24

Re: Newly setup youview box - BTTV error BTV-251

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I have had the bt vision service for the last few years, and have been sent a youview box when I wanted access to BT sport which shows as activated on my order details but on my account page under tv it lists BT vision

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Message 8 of 24

Re: Newly setup youview box - BTTV error BTV-251

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On my order page it is marked as "Your BT TV service should be working although we are awaiting for the final stage of your order to complete, if there are any problems we will contact you." now since I checked it last night. Not sure what this means

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BT TV Expert
BT TV Expert
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Message 9 of 24

Re: Newly setup youview box - BTTV error BTV-251

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Hi Bernard,

 

I've checked out your account so it should be working now.

 

Steve

Community ModeratorSteveM
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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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Message 10 of 24

Re: Newly setup youview box - BTTV error BTV-251

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that has solved it, thank you

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