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Fgillies
Aspiring Contributor
466 Views
Message 1 of 13

Subscription channel unavailable

Got BT tv with phone and broadband in September 2017 , we are constantly on the phone as we can’t get our channels to work - been fobbed off with lame excuses - the message on screen says there’s a problem with your broadband which is affecting the channel . We’ve done everything to no avail , had an engineer out eventually last week who confirmed it was a broadband problem
!!! What do we do now ? We are so fed up with BT
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12 REPLIES 12
Moderator
Moderator
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Message 2 of 13

Re: Subscription channel unavailable

@Fgillies welcome to the community and thanks for posting, I'm really sorry to see you're having problems with your BT TV service.

How is your BT TV box connected to the broadband? Is it hardwired via ethernet or are you using powerline adapters?

 

Community ModeratorNeilO
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Fgillies
Aspiring Contributor
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Message 3 of 13

Re: Subscription channel unavailable

I am using power adapters supplied by BT
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Moderator
Moderator
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Message 4 of 13

Re: Subscription channel unavailable

@Fgillies Is it possible to connect directly with the long ethernet cable supplied with the box to rule out the powerline adapters?

Community ModeratorNeilO
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Fgillies
Aspiring Contributor
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Message 5 of 13

Re: Subscription channel unavailable

I will need to get back to you tomorrow if that’s ok, I will move tv directly beside the box
Thank you for getting back to me 😊
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Moderator
Moderator
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Message 6 of 13

Re: Subscription channel unavailable

@Fgillies No problem, that would be great if you could try that. I'll be here tomorrow and will keep an eye out for your reply. 

Community ModeratorNeilO
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Fgillies
Aspiring Contributor
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Message 7 of 13

Re: Subscription channel unavailable

Hi, tried the tv direct with BT box and still can’t get the channels .
The engineer said the equipment was good and the problem was the broadband.
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Moderator
Moderator
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Message 8 of 13

Re: Subscription channel unavailable

@Fgillies Thanks for trying that anyway, if you post your router stats we'll take a look at the broadband side of things. Are you getting an error message or code when trying to view one of the subscription channels?

Community ModeratorNeilO
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Fgillies
Aspiring Contributor
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Message 9 of 13

Re: Subscription channel unavailable

HI Neil
Download speed 38.15
Upload speed 9.00
Ping latency 30.13
Test done at 12.55
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Fgillies
Aspiring Contributor
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Message 10 of 13

Re: Subscription channel unavailable

The error code at the moment is
IPC6002
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