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Message 1 of 11

Re: Error message BTP-15990

Hello,

 

My account is having the same issue.

I am unable to access BT Player because it says I don't have a BT TV account, which is not true.

I called the 0800 service but they couldn't fix it. Can you please look into it?

 

 

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Distinguished Sage
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Message 2 of 11

Re: Error message BTP-15990

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Moderator
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Message 3 of 11

Re: Error message BTP-15990

Hi @DESIREESILVA  Welcome to the forum and thanks for posting. I've moved your post to create your own thread as the previous thread was along time ago. 

Sorry you are experiencing this error with your BTTV service. Have you rebooted your TV box by flicking the switch at the back to see if that fixed the error? Also how is your Youview box connected to the hub? are you using powerline adapters or is it connected via Ethernet cable? Post back and let me know.

Cheers
John

Community ModeratorJohnC
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Message 4 of 11

Re: Error message BTP-15990

Hello,

 

Switching on / off -  Still cannot use BT TV.

My Youview box is not connect to the hub. I have a powerline adapter.

 

Regards, Desiree

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Message 5 of 11

Re: Error message BTP-15990

Hello,

 

Switching on / off -  Still cannot use BT TV.

My Youview box is not connect to the hub. I have a powerline adapter.

 

Regards, Desiree

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Message 6 of 11

Re: Error message BTP-15990

Hi @DESIREESILVA  Thanks for getting back to me. Would you be able connect the Youview box to the Hub with an Ethernet cable to test and see if that fixes the issue?

Cheers
John

Community ModeratorJohnC
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Message 7 of 11

Re: Error message BTP-15990

Hi John,

I don't think connect the youview directly will solve the problem.

The powerline adaptor is working fine for BBC IPlayer, Netflix, Amazon Prime, the only app that doesn't work is BT TV.

Do you have another solution?

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Moderator
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Message 8 of 11

Re: Error message BTP-15990

Hi @DESIREESILVA  thanks for that. I was hoping that it would be something simple to fix but we will need to take a deeper look into this for you. I've sent you a Private message explaining how you can contact the forum moderation team. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

Community ModeratorJohnC
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Message 9 of 11

Re: Error message BTP-15990

Hi @DESIREESILVA  and thanks for posting.

 

Can you just clarify how you're connecting. Are you running a cable from the YouView box to the adaptor and then from another adaptor a cable to the hub?

 

Cheers

 

David

Community ModeratorDaveM
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Message 10 of 11

Re: Error message BTP-15990

Hi David, yes thats how I am setup.
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