NowTV Channels in EPG Unavailable

[tonyhog]

I have the 'Big Entertainment'  package from BT but every time I select one of the channels in the BT TV EPG it tells me I need to upgrade my subscription to view this channel.  My subscription is clearly working as I can view the channels via the NowTV app on the BT TV box.

So far I have tried resetting the box to factory defaults (twice), updated the software and apps and done a soft reset on the box none of which has made the slightest difference.  It  is very frustrating to pay for a service and not be able to use it.

I've spoken to BT and NowTV and neither have been able to fix this.

Any thoughts on where next?

[DarrenW]

Hi @tonyhog 

Out of interest, are any of the BT channels working rather than the NOW TV ones?

For example, BT Sport SD?

[tonyhog]

Yes they are working fine it is just the NowTV channels

[DarrenW]

Ok, so you tune to a NOW TV channel, you see a message that says press OK for more info or press OK to set the channel up.

You then get a message and an error code such as BTP-****, what is that please?

[tonyhog]

Hi Darren - no error message just an endless loop of the same three screens.

Screen 1Screen 2Screen 3

When I hit OK on Screen 3 I go back to Screen 1 and that's as far as it goes and we go round the same loop 

[DarrenW]

Thanks for the screenshots, I will investigate and get back to you asap

[DarrenW]

Hi @tonyhog 

Can you please carry out the following in sequence:

Software Update check:

1. Press the home button on the remote

2. Scroll along to Settings, press OK

3. Scroll along to Software Information, press OK

4. Press OK on Update Software

If update found, it will install, reboot and you can re-test.

If no update found, please complete the following:

UI Factory Reset: (Only if no recordings or not bothered about losing them)

1. Press the home button on the remote

2. Scroll along to Settings, press OK

3. Scroll down to Factory Reset, press OK

4. Complete the reset

Maintenance Mode Reset: (Only if you have recordings you'd like to keep)

1. Turn the power on using the switch found on the back of your box. A red light should appear on the front

2. Press and hold the down arrow button on the top of the box for 5 seconds until you see the Enter Maintenance Mode Y/N (Y:POWER) prompt. The box light will turn blue

3. Press the power button on the top of the box

4. The box should now enter maintenance mode

5. Choose your preferred option from the Maintenance Mode Options below and follow the on screen instructions

[tonyhog]

Sorry Darren - exactly the same as before

[DarrenW · Accepted solution]

Hi @tonyhog 

Issue fixed now, can you re-test please?

[tonyhog]

HI Darren - all working now, many thanks for your assistance it's very much appreciated.  I'm curious what was the problem?