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Anonymous User
Not applicable

Unable to load video - Xbox Series X

Anytime I try to watch NowTV on my Xbox Series X I get the error message “unable

to load video” - the console is connected to a BTHub.

 

If I use my iPhone as a hotspot and connect my Xbox to it I can watch now tv on the Xbox.

 

If I connect my iPhone to the hub by WiFi I can watch NowTV on the phone.


I can connect my OLD Xbox to the same router and NowTV works fine on it.

 

Similarly, I can connect my Xbox Series X to a router at a different address and it plays NowTV fine.

 

So, the problem seems to be localised between this new Xbox and this BTHub.

 

I’v done the following;

- reset the router numerous times

- reset the console

- hard reset the console

- used both WiFi and wired connections between them

- uninstalled and reinstalled the app

- checked it is an allowed device

- tried to use the NowTV live chat but when I was being transferred to the technical team it cut out and now won’t let me live chat... 😕

 

At this stage I’m completely stuck. Can anyone help?

 

 

1 ACCEPTED SOLUTION
schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

A couple of other things you can try.

 

1. Switch off the Smart Setup on your BT Hub

 

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off- 

 

2. See if file sharing on the BT Hub is enabled.

 

3. If using a VPN see if disabling it makes any difference.

 

4. If using additional third party software on the BT Hub, such has any Adblocking software try disabling it.

 

5. Factory reset your BT Hub back to its default shipments settings.

 

6. See if you are using a rouge IP address outside the UK by using this web tool linked below (if it detects you are outside the UK, where i am assuming you are based in the UK then switch the power off to your Router for about 30 minutes to allow it to automatically acquire a new IP address).

 

https://www.whatismyip.com 

 

View solution in original post

2 REPLIES 2
schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

A couple of other things you can try.

 

1. Switch off the Smart Setup on your BT Hub

 

https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off- 

 

2. See if file sharing on the BT Hub is enabled.

 

3. If using a VPN see if disabling it makes any difference.

 

4. If using additional third party software on the BT Hub, such has any Adblocking software try disabling it.

 

5. Factory reset your BT Hub back to its default shipments settings.

 

6. See if you are using a rouge IP address outside the UK by using this web tool linked below (if it detects you are outside the UK, where i am assuming you are based in the UK then switch the power off to your Router for about 30 minutes to allow it to automatically acquire a new IP address).

 

https://www.whatismyip.com 

 

Anonymous User
Not applicable

Thank you! Switching off the Smart Setup on my BT Hub fixed the problem.