Hi Angelbabe1uk
Can I just clarify, in your post the main points you mention are :
You cannot watch Live TV - is this just the Subscribed channels, so freeview Live channels are working ok ?
On demand services are working ok, so the box is connecting to the internet.
You are using Powerline Adapters - are these direct into wall sockets and are the lights on the adapters remaining green or turning red?
Also, is it possible to borrow a phone handset for 2 minutes from a friend or neighbour to see if you have a clear dial tone on your line or if you can hear any noise or crackles on the line. The TV signal shares the same line but is a little more sensitive than the standard internet signal so noise on the line can disrupt the TV service. I am picking up a high resistance on the phone line side.
Thanks
Karl.
Hi
Sorry to hear the channels are missing. I've seen a couple of reports from other customers and I am now investigating with our TV teams.
I'll reply as soon as I have an update.
Thanks
Karl.
Try a manual Software Update
Y Button > Settings > Software Information > Update Software
See if this restores the missing channels.
Thanks
Karl.
Hi
I'll need to send out a Multicast engineer from openreach to look at the TV traffic at the port.
What days are best for you, Mon - Fri AM or PM ?
Thanks
Karl.
Hi
All tests are clear but the active channel count is showing as zero on the TV side.
As a Brightspark engineer has been and fully tested there should not be any underlying issues with your phone service.
I'm going to request a multicast engineer look at the TV traffic at the fibre port at the exchange and take it from there.
Thanks
Karl.
Hi
Just had a reply from networks, this has been passed to Openreach and they are arranging a multicast engineer to go to the exchange and look at the port settings.
Thanks
Karl.
Hi Angelbabe1uk
BT have verified they can see traffic at the port.
Did the brightspark engineer not try different router to rule this out as faulty ?
This should always be the first thing to check with this error.
A new router will be with you soon so this can be ruled out.
Thanks
Karl.
Hi
This will be the HG633 model. If this fails to restore the connection then a TV box will follow so all equipment has conclusively been ruled out. Then we can take this back to openreach confirming everything has been verified and they need to re-look at the port or swap the line to another port to make sure.
Thanks
Karl.
Hi
Live TV relies on something called IGMP. Easiest way to think of this, is to imagine a second signal piggybacked on the internet signal.
Often a router can work fine for general internet traffic but if the IGMP data is not being forwarded correctly to the TV box then the subscription channels will fail. On demand will work because that only uses the general internet signal.
The router is the most obvious cause of this type of failure so I always rule this out first. If that is proven not to be the issue then we need to rule out the TV box itself. If still failing then it must be network related.
Thanks
Karl.