No Programme Guide on BT Vision

Question

I installed a BT Vision box about 3 hours ago, but it’s not bringing up any programmes on the tv guide. It does say at the bottom Mon 1 Jan, so presume you have to set the date somewhere, but can’t find where to do it.

Our Answer

The BT Vision programme guide (as well as the time) is delivered over the BT Broadband connection.

If your system clock is not being updated and there is no programme guide, then that would indicate that the box may not have made contact with the BT Vision server.

Some things to check:

• Have you connected the BT Vision box to the Home Hub? Check connections from the box to the Hub, and the Hub to the phone line
• Check whether the BT Vision box has a connection to the Internet. To do this, go to the main BT Vision menu, scroll to “Settings” > “General Settings” > “System Information”, and go to the “Network Info” tab. Check to see if you have a connection and check the diagnostics
• Is BT Vision active? You have to have the service enabled by BT for your broadband line, and subscribe to BT Vision before the service will work
• Try rebooting the box – disconnect the mains power for 30 seconds and allow the box to restart. If prompted to install a new version of software (first installation), do so.
• Are you able to watch any video-on-demand? Go into the On Demand section and try to watch one of the free trailers. If you can’t, there could be a connectivity problem, and the error message you get can be helpful
• Is your Internet connection working?

If you have tried all of these things, then you may need to give BT Vision Technical Support a call, to get them to check the account, and to try to access your BT Vision box remotely.

Contacting BT Technical Support

Call 0800 111 4567 . Lines open from 7am till midnight, 7 days a week