Loss of Sky Sports 1 since signing up for Infinity
We changed over to Infinity as BT told w e would have to - otherwise we woukd lose access to our Sky Sports1 and ESPN channels. Since July 1st we have lost access to Sky Sports 1. We have spent in excess of 2 hrs now on the phone to BT trying to get this resolved. They tell us we should have it ? However no one seems able to sort out this issue. Why is it so hatd to get it resolved ? Is anyone else experiencing the same issues ? I feel like we have been conned by BT - they promise all these extras when you sign up for Infinity - however the reality has been different. I would be grateful if someone could suggest a way forward.
Sorry, I was in a rush this morning and didn't have time for a considered reply. As umpire indicates, this sounds like the wrong software on your BTTV box. I'm away from home at the moment, but from memory go to Help & Settings > Settings > System Information. The Middleware details should include 512 (or 256) followed by Multicast. If it doesn't say Multicast you won't get the broadband channels, including Sky Sports. (You won't get ESPN anyway until BT Sport is launched on 1 August.)
If that's the case I would go back to Sales and ask them to get it fixed. Call 0800 783 0056 and make out you want to order Infinity until you get to a human voice. Then explain you've recently upgraded to Infinity to retain your Sky Sports channel(s) on broadband but can't get them and have discovered that your software hasn't had the necessary update.
Be prepared to be told the only way to fix it is for them to re-order SS, a pain in the butt though probably best to go along with it. That's what happened to me, though in my case I already had the Multicast software and they went ahead and removed it! You couldn't make it up.
You can click the white star next to this message if you think it was helpful.
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Loyalty works both ways! Sign up for Infinity and ...
Infinity fibre has just been announced in my area and I have signed up for installation within the next few days.
My grumble is that having been loyal to BT and BT Internet since the dial-up days of 14.4kps modems.....I am now been treated worse than a new customer.
Last year, I was very tempted to switch ISP as I felt BT were not too competitive, and following a phone call to BT suggesting I may not renew, was passed to BT 'Retentions Dept'. I was persuaded to stay with BT especially as Infinity was coming and it would always be faster than any other ISP, also I would be given a 'loyalty' discount if I stayed. So I renewed along with BT Vision for a further 18 months.
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Thanks for your reply, yes I guess it's the old story of 'supply and demand'. Why offer a discount for something which is already in heavy demand?
...indeed any sensible person now needs to keep changing supplier of anything such as gas, electricity, insurance.....anything.....to get special introductory offers!
But then woe betide you if you forget to swap again next year!
I suppose I'm just old and cynical....
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Below are the results from 21:15 this evening. A slight increase in the noise downstream, 3.3dB, but still very erratic to say the least.
Having looked at Keith's link, I'm kinda lost as to where I go to finely tweak/increase the overall downstream noise margin. I'd really appreciate it someone can point me in the right direction.
Many thanks once again
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ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 0:25:03
Downstream
4,807 Kbps
Upstream
992 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
3.3 dB / 6.4 dB
Line attenuation (Down/Up)
53.0 dB / 28.6 dB
Output power (Down/Up)
0.0 dBm / 12.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
29512 / 4294967264
CRC Errors (Down/Up)
50 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
510
Connection information
Line state
Connected
Connection time
0 days, 0:25:03
Downstream
4,807 Kbps
Upstream
992 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
3.3 dB / 6.4 dB
Line attenuation (Down/Up)
53.0 dB / 28.6 dB
Output power (Down/Up)
0.0 dBm / 12.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
29512 / 4294967264
CRC Errors (Down/Up)
50 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
510
You can try my hint about disconnecting the line a few times, that normally pushes the noise margin up, as 3.3dB is a bit close to the edge.
It may take a few more disconnects, but it usually works.
If you get it up to about 6dB, it will be much more stable.
If it starts to drop again after that, then come back to this forum and we can suggest something else.
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Signed up for Infinity/NEW line install , email re...
Hi wondering anyone can provide contact info for BT support in UK at all, Online or phone?
I signed up online for BT infinity and a NEW phone line to be installed along side our current LLU phoneline and broadband which is provided by O2. Checked my emails for BT confirmations a few hours later and find
"O2, YOUR HOME BROADBAND IS SOON TO BE DISCONNECTED
BT has told us they're about to cancel your landline. If this happens, we'll have to cancel your O2 Home Broadband too"
and so on.
Contacted O2 to inform them that i had asked BT for a NEW line to be installed and i would be keeping the current O2 line and broadband.
They said that they could do nothing and contact BT instead. BT order confirmation emails give me a new telephone number on it, if they were using my current line why would it not keep the current number too?
Not looking good from the off coming back to BT after all these years
Can any one give advice please?
Thanks inadvance
PFGEctophile wrote:
It is a Sunday evening. Try again Monday morning.
But don't expect it to be easy trying to get BT to fix it, unless simply cancelling the whole lot is an option.
Yes, I know. Thanks
Done a lot of research online before signing up about others experiences regarding BT's C%k ups and the never ending merry go round with customer service to get anything sorted, if at all.
Thought I'd take the risk but I didnt expect them to fall at the first hurdle.
Thing that worries me regarding cancellation is that I paid for the 12 months line rental up front and when going through payment for that I'm sure it said this was non refundable? Infact it says the same here:
http://www.productsandservices.bt.com/consumerProducts/displayTopic.do?topicId=29984
Been through a similar situation before when we could not get off Sky off our telephone line after almost a year of constant phonecalls to BT and SKY.
We were being billed by both for calls and line rental (switched from Sky back to BT) Took it to OTELO (useless) and we eventually got Sky to admit they were at fault and OTELO told Sky to pay us £40 in compensation.
Not much compensation for all the hours on the phone and stress we had trying to get Sky off the line.
Really dont want to have to go through all that again.
Have emailed BT care team as advised by keith, will see how i get on with them. -
Sky Sports 1 and 2 and BT in general - Absolutely ...
I would like to start by stating this will be a bit of an essay but I hope anyone who opens this thread up takes the time and consideration to read and takes it on-board, I am particurlarly aiming that at prospective BT customers who may be here to consider taking up a contract with BT, I strongly urge you to NOT DO THIS and to use my experience as the leading reason why.
We have been BT customers since we moved into our current property back in 2003, we have the current full package on offer, BT Infinity, with the Sky Sports and ESPN upgrades and the full On Demand and Broadband services. We have experienced numerous problems over the past three to four years with connectivity issues. The broadband drops in and out all the time, it's hard to put a level of consistency on this but on some days it can drop out 25-30 times, it can happen a lot at the weekend some weeks or weekdays on the others or both, the timing varies, it doesn't appear to be reflective of particurlar weather conditions, not that this should really matter anyway but we've been investigating all possible lines of enquiry as to why the problems keep happening, by my calculation we've had 18 engineers out to visit the property, I myself, and this does not include the other numerous phone calls made by fellow family members, have called and reported the problem to BT at least 50 times in this time period, I've taken days off work to wait for engineers, I've unplugged and reset my hub more times than I care to remember, we've had the hub itself replaced four times, the Vision box replaced twice, the lines re-routed through our house twice and more e-mails and letters than I reckon President Barack Obama sends in one year in office!
And so far, to date, and I am talking about in the last five days, the problem still exists! The only way to get the connection back is to turn the hub off and back on again, or use the reset button, which we all know disrupts the hub and often results in further faults down the line, I would love to not have to do this but given we're paying for 24/7 internet access I should not have to sit around waiting, in most cases, up to 3-4 hours for the signal to return to the hub by itself (I know, I've timed it, something else I've wated much of my own time doing). The lights don't flash or change colour on the hub either when this problem occurs (the hub should register lack of connection, with the lights going from blue to either flashing blue or, in most cases, red, just for the record they stay blue but we have used various devices in this house ranging from state-of-the-art, brand-new laptops to tablets to i-phones to desktops and the problem occurs the same for everyone so before I get one of the many excuses I've already had from BT that it's a potential "device problem" you can forget that one, been there, done that!).
I have urged, and urged, and urged the engineers, the people I speak to one the phone, the personal advisors our case has been passed on too, to look at potential problems outside our property i.e. the exchange. This has been rebuffed time and time again. "It's not the problem sir, the problem is here sir, the problem is not our fault sir" etc. etc. etc. Well, guess what....
We've just received a phone call informing us that, from June 10th in our area, due to issues with the exchange being able to hold the signal, Sky Sports 1 and Sky Sports 2 will no longer be avaliable on our BT package. As huge cricket fans, from a personal perspective, first off, this is infuriating. The person we spoke too also claimed Sky have "pulled the plug" on the package so, also, I'm a little confused as too which is the actual issue here resulting in the loss of Sky Sports? That you've known all along that there has been problem in my local area with the exchange and the signal it can hold, or that Sky have pulled the rights to their sports package? Or perhaps that you spent £757 million recently on a new TV rights package for Premiership football for two new BT Sports channels (those ones you see currently advertised, on, of all channels, Sky Sports 1 and 2!) and actually are just quite happy to cut customers out who have lined your pockets with substantial monthly fees for programming you knew full well didn't work when you first signed contracts with Sky to pick it up, and then distributed to customers? Are you seriously telling me after, by my calculation, three years, you didn't know Sky Sports 1 and 2 didn't work in my local area, yet carried on debiting bank accounts, advertising the channels, supplying them and then, now, with less than a month's notice, you've pulled the plug? That takes me right back to the title of my message - absolutely disgraceful.
I should make it clear at this point we have experienced problems with BT Vision too, albeit not lately, thank God, although that is not to say the problems wouldn't return. Signal dropping in and out, screen crackling and dropping out, black screens frequently on SS1, SS2 and ESPN etc. As for the On Demand service, that is obviously effected by the hub signal dropping in and out, the Vision box also does not appear to correlate with the hub when the signal returns and remains offline for a further amount of time, even when it is disconnected and then reconnected. It is constantly buffering too when the signal is low. Also, one other, far more minor point, you've been advertising 'red button coming soon' now for about three months!? I don't know what your definition of 'coming soon' is, but it's not the same as mine I can assure you, and I'm willing to bet quite a few others too!
Can you give me a good reason why I shouldn't report you too Trading Standards for misleading and false advertising? For 3 years you've been selling us a Sky Sports package you know full well won't work properly in our local area, I don't blame you for Sky's monpoly on sport, but perhaps you can explain to me why you've given two answers that completely contradict each other to the future dealings with Sky Sports in our local area? Why have you not addressed the issues with the exchange for our connectivity problems, despite the fact your now claiming it is what is probably attributed to causing our issues with the two sports channels? Also, I have worked in customer service jobs and I know people wind the heck out of you on some days, but a significant portion of your "customer advisors" are rude and ignorant. You ring the freephone number, your on hold for half-a-century, you get put through to the call-centre in Bombay and you are treated with contempt, I actually feel sorry for the people who work out there, they are clearly reading from a script and lack in clear English Language skills, which is not their fault, it's yours. As for anyone who takes dispute with that, go and ask them a question next time like "how is your day?" They won't answer, they can't, it's not on their call sheet. The few I have dealt with who have clear use of the language are, as I said, rude and ignorant, often accusing me, quite clearly, of lying and of having not reported the problem, for me then to find out a later date when I speak to the technical deparment and to BT Openreach (and yes, I know they are two seperate companies) that date is not transferred correctly between the two which is why whoever you speak too in the call-centre usually only has a last referral point for you from some years ago, it's also quite clearly a deflection manouvre to keep you away from actually getting your problem resolved, paying Openreach to dispatch engineers if required and so you don't clog up the minimal amount of contactable phone numbers for the average customer that are based in the UK.
Failure to receive a suitable and acceptable answer to my queries will result in me having no other option but to consider taking the matter further, I am also inclined now to make it my work between now and the date of June 10th to persuade everyone I know and they know to stay as far away from your company as possible and the "services" you claim to provide.
Also, as huge cricket, and for that matter, NFL fans, maybe you should consider that many sports-viewers in this country aren't just about football. Yes I know that's where the money lies but there is profit to be made from other sports ventures too, I don't think you realize just how many fans you are leaving out in the cold over this move, the whole reason we, and we are just one example, subscribed to the Sky Sports package was for the cricket, and for the NFL. Two sports that are entirely monopolized by Sky, yes I realize, as I state earlier, that's not your fault, but why don't you show a bit of interest in them then? Why don't you be slightly different, you have over £700 million to spend on Premiership football but little else? If you want to attract more customers and build larger profit margins, you have to be more diverse and explore new options and directions to do this.
I'm sure some will say, "why not get Sky?" Well unfortunately we can't due to our location but at least Sky were up-front and honest enough to tell us this when they first came to do a consultation, one, that by the way, we had as a secondary option to BT due to the attractions of the On Demand package, that then wasn't offered by Sky. How sad it's come too this and what an awful way to treat loyal customers who have upgraded to the packages you have offered in all innocence to obtain a better and more fruitful service? Customers who have never been late with payments either and used the likes of the Box office service for both movies and music (when the latter was chargable) as well, the money you have had off us, and that is what we've received in return and yet, perhaps, the poorest reflection on us, is we have stuck it for so long, but we are at the end of our tethers now and utterly furious at the decisions we've learned today that I am going to ensure we get to the bottom of this.
Thank you for taking the time to read, what I appreciate, is a lengthy message. I didn't want to have to write this but it was the only way of making our problems and feelings clear, and I wanted to include everything so as not too mislead anyone myself.Sadly as this is customer to customer forum you are only talking to fellow customers.
Perhaps it would be better to contact the Mods who are the only BT employees here,
Life | 1967 Plus Radio | 1000 Classical Hits | Kafka's World
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I have purchased the "Sky Sports TV" app but since my satellite subscription have been cancelled I cant view the channels anymore. I am unsure why I am paying a monthly fee of £4.99 if this does not entitle me to watch Sky Sports, as there is no other functionality in the app other than watching tv channels ( which I cant do currently)
I will be looking for a full refund for all current and past monthly subscriptions.There are instructions on this page for managing and stopping auto-renewing subscriptions : http://support.apple.com/kb/HT4098
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Ever since Sky Sports and ESPN were changed so they were delivered over Infinity I have had a problem recording.
Sky and ESPN have good pictures, so my Infinity speeds are adequate.
When I press the 'i', or 'select' buttons all I see is 'No Information Available'.
As there is no information available I cannot record. Even if I am watching the program I cannot use the 'record' button !
I have now missed two Lions rugby matches that were the sole reason for keeping my subscription.
Has anyone else had this problem and is there fix please ?Having spent an unhappy hour trawling through the forums I found it ...remove the plug and reboot.
Why didn't I think of that.....
Apparently likely to happen again, probably after updates in October. -
Question about integrating BT Sport in Sky Sports
Hi, I've recently moved house and am looking to get BT broadband/BT sport + Sky Sports. But since I'll have to register and have BT broadband installed first (for the phone line) before I have my Sky Sports set up will I have to add another 12 months to my 18 month BT contract to have BT Sport added to my Sky TV?
Thanks
Solved!
Go to Solution.No, the condition for free sports is that you have at least 12 months remaining on your BT Broadband contract, which you will have.
To say thanks for a helpful answer, please click the white star -
I have had an iPad 3G for more than a year now. I did not get it with a SIM card, since I expected to use almost completely at home, where we have wireless internet. Eventually, I decided it would be handy to be able to take it on the road, and signed up for pre-paid Internet with KPN (national Dutch telecommunications company). That worked fine, until the last big iPad software update. Since then, whenever I try to make a connection outside the house, I get the following message…
Mobile Data Account
You have not signed up for a data plan.
Would you like to set up a new account?
If you don’t, you can do it later in Settings.
…with the options of ‘Later’ or ‘Now’ to press. If I press Now, I get a screen “Please wait while the page is loading – this should only take a few seconds to complete.” But it never does, the ball just keeps spinning and spinning and spinning….
To my mind, with pre-paid internet I should not HAVE to set up a Mobile Data Account in the first place. I’ve checked with KPN, and my account is completely in order. I’ve checked with the local Apple store, and the geniuses say they’ve never seen this. Can anyone help me?I updated to 3.6.4 and when I went to NetFlix to watch the next show of a series, it said
something like
Installation complete, restart your browser.
I restarted browser, same problem. Restarted comp. Same problem.
I updated Adobe Flash 10.1, still same problem.
But able to watch some vids on other sites, but full screen gave me the big blank white screen with audio only, had to click around in the dark ( so to speak) to find the minimize button.
I did a System Restore to before the Firefox and Adobe updates.
I then did not update Firefox as recommended and went to NetFlix and wellah, i can view the movies again.
And Full Screen is fine.
I then experimented and updated Firefox only, went to NetFlix and got same msg with no viewable shows.
So did a System Restore once more.
Staying at 3.6.3 for a while longer until I know I can watch my movies.
I don't own a TV, so this is my only form of an occasional escape.
I do hope this is figured out soon.
With what I have done, it seems to be Firefox, Not Flash.
Good Luck to us all. -
I used to have over 600 songs in my library- 50 or so puchased via i tunes and the rest painstakingly uploaded from CD's over the years. Since signing up to i cloud the only songs are the ones purchased. Have the others permanently gone?
If I take the time to upload them all again will the same thing happen?Try DFU mode and then restore
How to put iPod touch / iPhone into DFU mode « Karthik's scribblings
If still problem try on a another computer to help determine if computer or iPod problem.
The take action accordingly. If iPod then get Apple to exchange it at no cost. -
Hi,
Received a BT Vision Box yesterday with the Viewing Card for Sky Sports 1+2. Bt Vision TV is all working fine, and put the viewing card into the slot within half an hour of setting the tv up. Followed the instructions and waited for the hour on the sky sports 1 channel but still had the black screen saying "Please insert your viewing card..." Have searched on the forums for a solution but can't see any for this problem. Checked on bt.com to see if i could re-activate the card but it had already been activated so no problem there.
Please help!!
Solved!
Go to Solution.Best suggestion is to phone up and get through to the technical team who will activate it. It is an automated process taking about 48 hours I believe
Life | 1967 Plus Radio | 1000 Classical Hits | Kafka's World
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
Helpful Post?
If a post has been helpful, say thanks by clicking the ratings star.
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