cancel
Showing results for 
Search instead for 
Did you mean: 

BT Sport HD

FIXED
KiwiPaul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎21-12-2018

BT Sport HD

I no longer get BT Sport HD although the BT Sport non HD is OK, all other subscription channels work fine in HD and non HD.

This started a few days ago when the set top box did an auto software update and I lost all subscription channels , I did a software reset and full reset of the set top box but eventually retuning the channels restored everything except BT Sport HD.

I've tried retuning the channels again but it makes no difference.

Plusnet helpdesk couldn't see why I'm not getting BT HD and said they would arrange for my subscription channels to be removed and then put back to see if that restored the BT HD but still no joy.

 

Any ideas?

 

Thanks,

 

Paul

 

9 REPLIES 9
Plusnet Help Team
Plusnet Help Team
Posts: 845
Thanks: 130
Fixes: 35
Registered: ‎09-10-2018

Re: BT Sport HD

Hi @KiwiPaul, thanks for your post.

 

We're sorry to hear that this issue is still ongoing.

 

When we request that a channel pack is removed, it doesn't actually remove from the account until the billing date. This means that we're unable to remove/re-add until your usual billing date.

 

I'm sorry that this wasn't explained when you called in.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
KiwiPaul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎21-12-2018

Re: BT Sport HD

The HD channels were removed yesterday with my billing period , I've re-enabled the HD channels pack but a message popped up saying my request had been received but there is some issue and the provisioning team has been advised and will be in touch soon. I still have no HD at all now, can anyone advise please?

 

Thanks,

 

Paul

Plusnet Help Team
Plusnet Help Team
Posts: 12,470
Thanks: 3,829
Fixes: 621
Registered: ‎21-04-2017

Re: BT Sport HD

Fix

Thanks for getting back to us Paul.

I'm sorry to see your HD channel packs aren't working. It looks like this is queued on your account to activate however we've manually added this now on the back-end BT system. Can you confirm you're able to watch the HD content now?

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
KiwiPaul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎21-12-2018

Re: BT Sport HD

Hi Gandalf,

 

Yep all up and running now.

 

 

Thanks for your help,

 

Regards,

 

Paul

Plusnet Help Team
Plusnet Help Team
Posts: 12,470
Thanks: 3,829
Fixes: 621
Registered: ‎21-04-2017

Re: BT Sport HD

Great success! Cheesy

Let us know if you need any further assistance

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
KiwiPaul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎21-12-2018

Re: BT Sport HD

Hi again,

I've just found out that I can't get 4 of my standard definition subscription channels that were OK recently, everything else appears to be there.

The channels I'm not able to get are...

 

330 H2 History

331 VH1

336 Discovery Science

337 Discovery Turbo

I've tried retuning the channels on the Set top box and powering the box down and up and then retuning but still no joy.

 

Any suggestions?

 

Regards,

 

Paul

Plusnet Help Team
Plusnet Help Team
Posts: 14,322
Thanks: 327
Fixes: 91
Registered: ‎27-04-2007

Re: BT Sport HD

Hi, that's odd. Could you try a factory reset on the set top box please?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
KiwiPaul
Dabbler
Posts: 12
Thanks: 1
Registered: ‎21-12-2018

Re: BT Sport HD

I've done that now all my subscription channels aren't working, internet is fine.

Regards,

 

Paul

Highlighted
Plusnet Help Team
Plusnet Help Team
Posts: 1,278
Thanks: 267
Fixes: 43
Registered: ‎11-01-2018

Re: BT Sport HD

 

Hi Paul,

 

Thanks for confirming that. At this stage I'd recommend contacting one of my colleagues again in the TV team to see if there's anything else that can be done. If not, they may need to arrange for an engineer to attend your premises and/or replace the box. They can be contacted on 0800 432 0200 .

 

Best wishes

 

Dave

If this post resolved your issue please click the 'This fixed my problem' button
 Dave G
 Plusnet Help Team